Head of Credit Initiation

ACCOUNTABILITIES
- Partner with the relevant product and marketing managers to ensure processes and capacity are aligned with expected volumes.
- Manage volumes (including capacity planning, productivity optimisation, quality) to ensure a positive experience for applicants, and so business benefit is maximised.
- Establish and maintain a robust process, compliant with all internal and external requirements.
- Ensure Risk policies are adhered to, and provide inputs to policy and process as required so as to improve portfolio performance and optimize the balance between risk and expense.
- Drive existing arrangements with any vendors to provide the best outcome for Citibank .
- Lead staff to provide an optimum level of service to all customers or applicants in a professional and timely manner.
- Maintain an understanding of technological developments for credit initiation, working closely with Technology and Project managers involved in credit related activity.

PRINCIPAL RESPONSIBILITIES
- Implement all relevant credit/risk policies as defined in the policies and procedures manual and the Global Consumer Credit & Fraud Policies manual.
- Develop and implement appropriate credit initiation strategies for consumer credit products.
- Develop and implement MIS to manage people and processes - take pre-emptive and corrective action as appropriate. Lift productivity in all areas.
- Hire, train, manage, motivate and develop staff, including the implementation of effective backup and succession plans.
- Ensure staff are providing timely, accurate, and professional responses to customer enquiries, in compliance with quality, policy and regulatory guidelines. Conduct quality reviews. Manage the unit in accordance with Citibank values, focusing on instilling a quality ethic and insisting on integrity in all interactions.
- Have a detailed knowledge of relevant Citibank products, systems and processes.
- Develop a capacity model for the Unit to enable forward planning of workloads. In association with relevant controls, bring an innovative approach to the scheduling and staffing of the unit.
- Keep abreast of new technological advances and review and recommend any possible upgrades and changes to systems currently employed.
- Manage controllable costs in line with business plan and forecasts.
- Manage external vendor arrangements as required.
- Manage infrastructure requirements, including Continuity of Business (COB) Plan.

KEY REQUIREMENTS
- Be a hands on manager.
- Solid operations experience gained in a retail bank, card company, other retail financial services institution or consumer credit provider. Minimum of 8 years experience likely.
- Experience handling high volumes in a high-pressure environment.
- Demonstrated strong understanding of the credit lifecycle.
- Understanding of the people and change management issues unique to an operations environment.
- Cross cultural experience.
- Vendor management experience.
- Strong influencing capability.
- Strong analytical skills in addition to strategic and lateral thought processes.
- Planning & organising skills.
- Process improvement focus.
- Sound knowledge of local consumer regulatory framework.
- Likely to be degree qualified in a relevant business discipline.

- Salary & Healthcare

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