Citi PH Core Operations Manager in Manila, Philippines

  • Primary Location: Philippines,National Capital,Manila

  • Education: Bachelor's Degree

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Rotating

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17066225


  • Role will manage critical processes related to Disbursements, Payments Recon and Asset Transaction Processing for Citibank PH Core Operations

Detailed description of the job as follows:

Exceptions/Issues Handling:

  • Manage escalations related to processing issues that impact the bank and its customers from ensuring issues are identified, escalated and properly resolved

  • Responsible for identifying system issues impacting processes, providing recommendations to Technology on how to address, and giving inputs on any action plans that the Business would like to take to for these identified issues

  • Responsible in ensuring the proper execution of these action plans to successfully resolve issues

  • Acts as a Point of Contact for any escalations or issues

Process Management:

  • Handle daily coordination with the various PH partner banks on matters related to disbursements and payments to customers, merchants, and corporate clients

  • Responsible for monitoring and ensuring proper reconcilement of inward payments to Citibank credit cards and loans made through various channels such as partner banks, payment centers, as well as those through Citi ATMs in Branches

  • Responsible for ensuring that proper General Ledger reconciliation is performed by the team and that no outstanding items go beyond SLA for these GLs: OBL, IO, Cards AR, Cards AP, AR PDD, AP PDD, DTDF

  • Handles coordination with service providers such courier and printing vendors and is responsible for highlighting any issues that could affect delivery of services to our customers

  • Acts as a resource and provides inputs and recommendation to the business prior to execution of any project for new products or process changes that may affect downstream processes impacting the end customers

  • Works closely with counterparts from the bank and in the business to ensure alignment of the team's execution with the objectives set forth by the stakeholders: Responsible for the strategy in addressing business volumes particularly during month-end volume surges to ensure that the business (Sales and Distribution and CitiPhone) meet their monthly volume targets

  • Responsible for providing inputs and feedback on how processes impact one another internally within the team, as well as how these cross-functionally impact processing performed by other teams and other areas of the business (e.g Credit Account Maintenance Unit (CAMU), ICG Funds Transfer Team, Paylink, Merchant Sales)

  • Responsible for ensuring that any operational errors committed by the team members are addressed in a timely manner and corrective action plans to prevent similar errors from occurring are put in place

People Management:

  • Responsible for monitoring team member performance in terms of KPIs set, and ensuring that individual goals are met and necessary actions taken for any non-performing individual


Minimum Education Required:

  • Bachelor's Degree or equivalent experience

Minimum Experience Required:

  • 2 to 4 years experience managing Core Operations processes. With experience in Disbursements Handling, Payments Reconciliation, Asset Transaction Processing