• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 2018-09-24

Head of Transformation

Head of Transformation

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Operations Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18042163


Citibank's inbound customer service, CitiPhone, operates across two sites: Singapore and Manila. The CitiPhone Change Management team supports all two locations.

The CitiPhone Transformation Team supports the CitiPhone Management and will take responsibility for managing and implementing all transformation activities which impact CitiPhone, including:  
  • Leading rapid digitization initiatives with the objective to offload call volume and habitual callers to digital self-service channels
  • Managing data analytics of customer CitiPhone journey to identify opportunities to drive rapid digitization
  • Managing and responding to all marketing/initiatives briefs, communication activities that impact CitiPhone (in terms of capacity planning, system changes, process and agents' scripting/training) across Singapore Consumer business
  • Ensuring that deliverable timeframes are met for business projects and change activities driven by CitiPhone or the bank impacting CitiPhone
  • Ensuring call centre operational KPI's are maintained
  • Managing all communications across Singapore and Manila call centers, including but not limited to business incidents, marketing activities, ad-hoc process changes
  • Collecting quality and transaction information to accurately report back to each business group.
  • Acting as the primary liaison for all business into CitiPhone
  • Ensuring accurate and timely reporting on Change Management Activities that impact Citiphone to relevant business stakeholders
Core Responsibilities:
  • Effectively lead and coordinate the CitiPhone Transformation Team, both onshore and offshore in CBPS
  • Manage all change activities in a manner which will only increase customer satisfaction
  • Responsible for ensuring that stakeholders are informed and updated through regular reporting on progress of initiatives during implementation lifecycle
  • Build effective relationships with Business Stakeholders (Product Managers, Digital Banking, DM, CEM, Legal and Compliance), O&T Teams, Regional CitiPhone, Technology Teams (TI, Voice, Regional and in-country Technology) and other CitiPhone Teams across all sites
  • Provide relevant information which allows the delivery of standard and ad-hoc reporting to Business groups
  • Track, monitor and deliver to benefit realization of change activities
  • Co-ordination of CitiPhone resources to ensure success of business initiatives and marketing activities
  • Perform documentation disciplines around SLAs and requirements in particular around activity briefs, campaigns and projects
  • Update and manage the integrity of the Activity Pipeline report, ensuring it clearly reflects the timeframes and level of change for CitiPhone
  • Engage all parties involved and provide direction on changes to processes resulting from new business initiatives, regulatory or compliance requirements, to ensure successful implementation
  • Coordinate policy, procedure and reference material changes on e-SOK & Operational Policy and Procedures for all change activity and communicate the change effectively
  • Work closely with business groups to deliver on business requirements in relation to activities for CitiPhone
  • Manage competing requirements from all Singapore businesses to be able to effectively priorities activities
  • Understand how to manage business requirements to minimize unplanned activities and call volumes which can impact customer satisfaction


  • 5-7 years experience in financial industries
  • Experience in effective project management
  • In-depth understanding of Singapore Citibank products
  • Experience of Operations and/or Business operations
  • Ability to proactively engage with key stakeholders to identify information required to perform in the role
  • Ability to work in a fast paced changing environment with multiple tasks
  • Attention to detail and the ability to prioritize work to ensure delivery to deadlines
Singapore Singapore Singapore SG