Citi HK - GCB O&T - Head of Credit Operations in Hong Kong

  • Primary Location: HK

  • Education: Bachelor's Degree

  • Job Function: Operations Credit Ops

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 17039603


Responsible for the overall management of the Collections, Credit Initiation and Fraud Operations for secured and unsecured products of Consumer Bank, driving optimization, reducing overall operations cost and decreasing operational risk (delinquency, NCL and fraud losses).

Delivers Results

  • Responsible for delivering NCL across all asset products (unsecured, secured and cards)

  • Deliver on expense targets and unit costs in alignment with the O&T 2020 goals , through productivity improvement and automation .

  • Responsible for NFL (Net Fraud Loss) targets across product lines and legal vehicles.

Develops Our People

  • Manage diverse talent slate with a focus on meritocracy and building for the future.

  • Retain top talent who are forward compatible and exhibit Citi values including digital quotient.

  • Accountable for unit’s VOE scores with specific index scores aligned to the overall O&T focus.

Champions Progress

  • Provide thought leadership and executive sponsorship to ideas on digitization and innovation.

  • Work with Technology, Product and other teams in bringing innovation efforts to markets.

  • Co-ordinate with regional and global teams on leveraging best practices and define use cases and execution rigor where applicable.

Works as a Partner

  • Work with Risk Management and Business in formulation and implementation of sound credit and collections policies in order to increase Consumer’s revenues and customer base.

  • Drive automation initiatives and straight through processing to enhance customer experience.

  • Interact and communicate with all levels of management in terms of capacity planning, policy definition, customer service, systems and process enhancement.

Lives Our Values

  • Select and monitor all services provided by third-party vendors, ensuring high standards of service in line with the third party management standards, cost savings and compliance with Citigroup’s policies, also provide oversight for offshored activities.

  • Develop, interpret and maintain effective controls that allow compliance with local and standards and statutory requirements minimizing operational risk (i.e. MCA, COB and GCCFRP).


Knowledge / Experience

  • Bachelor’s degree in Business, Economics or related disciplines

  • MBA or equivalent advanced degree desired

  • Minimum of 10 years relevant experience preferably across one or more areas - Collections, Credit Initiation and Fraud Control

  • Strong understanding of Citigroup’s credit and fraud policies (GCCFRP)

  • Understands how own function integrates within the overall organization to contribute to achieving business objectives; requires a good working knowledge of the industry, local regulations and laws

  • Experience in managing a large group of people


  • Ability to deal comfortably on a highly matrix structure

  • Flexibility and adaptability

  • Ability to work under pressure and solve problems in an expedited manner

  • Good communications, interpersonal and negotiation skills

  • Team player and leader

  • Results oriented, ability to balance multiple prerogatives related to losses, expenses, people and productivity

  • Strong analytical and judgmental skills