Hong Kong and Macau TTS Client Operations Head



Technical Skills

  • Compliance
  • Costing
  • Customer Service
  • HR
  • Negotiation
  • Process Improvement
  • Quality Control
  • Succession Planning

Job Description

Hong Kong and Macau TTS Client Operations Head

Location: APAC-HKG-Hong Kong-Hong Kong

  • Actively engage with TTS business, Coverage and other functions to provide strategic direction from an TTS Client Operations perspective; prioritizing technology innovation for TTS Operations, maintaining a strong focus on the delivery of high quality customer services through TTS CO processes and platforms that are reflected in high degree of customer satisfaction
  • Managing human, processing and system resources to maximize quality and quantity of service while managing cost effectively
  • Take a leadership role in exploring and developing key themes within TTS Client Operations such as re-engineering through LEAN, optimization, centralization, RPA, straight-through-processing and outsourcing, leveraging organizational resources within and outside TTS Client Operations to drive and implement these initiatives
  • Maintain a strong control and compliance environment throughout the TTS Client Operations organization that can rapidly adapt to changes in the regulatory and compliance environment; proactively escalating addressing all issues timely and competently through the drafting, implementation, and tracking of relevant Corrective Action Plans (CAPs)
  • Maintain permanent controls readiness, an effective control and compliance environment in all departments
  • Support regional and country financial and resource goals and actively delivering on TTS Client Operations expenses and FTE
  • Develop a management team of direct staff that are best-in-class in their respective roles, and manage a diverse pool of Operations human resources, establishing succession plans to ensure business continuity
  • Promote a conducive and inclusive work environment marked by high morale, team spirit, diversity and meritocracy driven, throughout the TTS Client Operations organization supporting Employee Satisfaction activities and related indicators


  • Be a strong manager with significant experience in managing and understanding organization at a country or regional level •Superior people leadership/management skills
  • Ability to learn quickly and work under pressure and able to manage effectively in a matrix environment
  • Excellent communicator (written and oral) in English. Cantonese & Mandarin skills preferred
  • Proven leader by clients and staff with the ability to define strategy and provide inspiration
  • Excellent prioritization, organization, coordination and time management skills
  • Customer oriented. Able to deal with internal clients in a positive manner and help deliver solutions that benefit the business
  • Strong influencing and negotiation skills.  Ability to explore alternatives and positions to reach outcomes that are supported and accepted by various parties
  • Proactive and dynamic with strategic mindset. Able to identify and resolve issues quickly and effectively
  • Ability to work effectively in situations requiring analytical, interpretive and problem solving skills
  • Analytical skill and experience in process improvement. Good knowledge of process, productivity & must be knowledgeable in system
  • In-depth knowledge of TTS products (i.e., Payments, Trade, Receivables, Cards, Service, Account Services, etc.) and the operation activities aligned to delivering them as well as general understanding of TTS Technology
  • Ability to quickly understand local legal and regulatory requirements, and exposure to regional/global regulatory requirements, and a strong aptitude to design process and people to comply with them
  • Experience in control, quality management and re-engineering
  • Degree in Business, Finance, or Operations Management
Employment TypeFull-time
Education LevelBachelor
LanguageEnglish, Cantonese, Mandarin (Putonghua)
CitibankFinancial Services, Retail and Commercial Banking

50/F, Champion Tower 3 Garden Road Central, Hong Kong

directions_walk12 mins walk from Admiralty Station