• Competitive
  • Sydney, New South Wales, Australia
  • Permanent, Full time
  • Citi Australia
  • 18 Feb 18

Head of Secured Acceptance

Head of Secured Acceptance

  • Primary Location: Australia,New South Wales,Sydney
  • Education: Bachelor's Degree
  • Job Function: Credit
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17064770


  • This role will be responsible for the end to end management of the secured credit acceptance customer experience and process. Covering all mortgages offered by Citi the role will set the strategic direction of the operational unit and be responsible for delivering outstanding customer journeys through an agreed budget. Responsible for managing teams onshore and offshore (including captives and 3rd party vendors) the position will be accountable for service levels, underwriting quality and performance and the controls and compliance that relate to all aspects of the credit initiation process for secured credit
Key Responsibilities:
  • Define and own the strategic direction of secured credit initiation for Credit Operations
  • With a focus on digital, look to build and evolve the application process/journey to get timely and accurate credit decisions from the Citi secured credit engine
  • Partner with and respond to regional teams as part of a strong two way communication model to gain insights from other markets and align Australia with the key customer and system enhancements being driven
  • Manage the operational delivery within the annual expense budget that is set as part of Credit Operations annual expense budget. Set and drive initiatives that constantly seek to improve the unit cost for secured acceptance
  • Responsible for ensuring the performance of the underwriting teams that operate within the unit
  • Oversee and maintain suitable knowledge of system developments, system upgrades/releases (inc testing regimes) to ensure appropriate resources are aligned as required
  • Work with key partners and stakeholders across Fraud, Risk, Retail Banking, Brokers, AML, Compliance, Technology, Core Operations, and others. Ensure a positive engagement model is in place to drive timely improvements, escalations, awareness and to bring a collaborative approach to the roadmap for secured credit acceptance
  • Lead various teams in different locations to achieve optimal performance and operate in a culture built on customer centricity, operational excellence and strong controls
  • Ensure Citi complies with all relevant laws, regulations and requirements associated with the processing and decision making of secured credit within the Australian marketplace and as part of Citi's global framework and rules
Skills and Experiences Required:
  • 10+ years Operational experience
  • Strong preference for experience within:
    • Secured credit
    • Offshore centre management
    • Underwriting experience
  • Other relevant experience in the Banking Industry
  • Managing multiple partners/brands
  • Knowledge of relevant Banking regulations and laws
  • Ability to work effectively with individuals with diverse backgrounds
  • Have the ability to manage internal and external clients
  • Ability to work in a fast paced changing environment with multiple tasks
  • Working knowledge on MS office tools
  • Knowledge of Banking Industry and Regulations
  • Six Sigma/LEAN methodologies
  • Agile/Scrum techniques


  •  Tertiary education in related field