Assistant Vice President, Quality Assurance Team

6 months ago

Kuala Lumpur, Malaysia Citi Full time

Citibank serves as a trusted advisor to our retail, mortgage, small business and wealth management clients at every stage of their financial journey. Through Citi's Access Account, Basic Banking, Citi Priority, Citigold and Citigold Private Client, we offer an array of products, services and digital capabilities to clients across the full spectrum of consumer banking needs worldwide.

Citi’s Asia Wealth Business serves two of the fastest growing cities, Singapore and Hong Kong through our Retail, IPB and Private Bank Business. Asia Wealth business offers a diversified range of products ranging from insurance products to complex wealth management products, including FX Products to in excess of 115M customers, with US$260B in client volumes, US$2.4B of total revenue, Asset Under Management of US$42B along with a deposit book of US$90 Billion. These customers are serviced by 1000 odd Relationship and Private Bankers. With more than a century of enviable brand, Best-in-Class digital client acquisition, diverse Wealth Management product capability and market leadership, we are competitively well-positioned to grow a high-quality customer base that benefits most from our product and network capabilities

We’re currently looking for a high caliber professional to join our team as **Assistant Vice President, Quality Assurance Team Lead (Wealth Management) - Hybrid** (Internal Job Title: Ops Sup Manager - **C12**) based in KL, Malaysia. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance
- Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
- We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.
- We empower our employees to manage their financial well-being and help them plan for the future.
- Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
- We have a variety of programs that help employees balance their work and life, including generous paid time off packages.
- We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

This role is part of the Asia Citi Wealth Risk and Control Team and is integral to establishing a robust Investment, Insurance, and FX sales surveillance governance framework that enables effective risk and control management for Retail Bank franchise within Asia Wealth Management Business.

Reporting to Sales Surveillance Hub Head, this role will be responsible for supporting the Hub head in managing the Sales Surveillance team in the Kuala Lumpur Hub where the Investment, Insurance and FX sales surveillance processes are centralized in the Hub to drive greater efficiency, consistency and enhanced governance of the sales surveillance process. The role will include evaluating effectiveness of existing controls, engaging with business to recommend incremental controls and design controls as part of new process or products being rolled out by business.

In this role, you’re expected to:

- Responsible for managing a quality assurance team to perform quality monitoring process on the wealth management and insurance sales. Review the work of the Sales Surveillance and Quality Assurance teams in which includes data analysis, report reviews, review of documents/voice logs.
- Ensures that the Quality Assurance process is executed according to the QA standard policies and relevant procedures.
- Line management responsibilities for QA SMEs, including performance management, coaching, hiring, and training. Responsible for QA Team performance monitoring (productivity, workload, and accuracy).
- Responsible to monitor the operational capacity of the QA team. Operate within agreed business SLAs and confidentiality standards.
- Responsible for conducting root-cause analysis on the results of quality reviews to recommend remedial training or other appropriate follow-up action to team leads and/or unit manager.
- Responsible for tracking the results of quality assurance reviews and remedial actions in the QA tracker/database.
- Responsible for assisting to develop and report Quality Assurance review results via metrics, and distribute to senior management, team leads, analysts, and other designated personnel.
- Proactively identifies and escalates areas of potential risk and/or quality improvement areas, process enhancements etc.
- Implementation of processes and procedures

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