Emea Head of Operations and Technology

The EMEA Head of Operations and Technology is responsible for leading over 15,000 Direct Staff in Enterprise Infrastructure O&T and ICG O&T across 55 countries of EMEA.

The position has leadership oversight of the country management function of O&T (the Senior Country Operations & Technology Officer population), the EMEA Citi Solution Center (CSC) Site Heads, Enterprise Infrastructure O&T regional function heads, regional ICG Operations & Technology heads, as well as holding the Regional CIO role and the Senior Manager responsibility as the UK O&T Senior Manager.

EMEA Operations & Technology is a combined function incorporating all the Operations & Technology support areas across EMEA. The population of the EMEA O&T organization is just over 15,000 people with an O&T budget of approximately 856mm for EOT and 891MM for ICG O&T.

The function provides the leadership to ensure that - the EMEA region and its leadership receives the O&T support that it requires to deliver its goals and strategies. Citi’s O&T organization in EMEA delivers effective service at a competitive cost and in a manner that is consistent with supervisory requirements and Citi’s policies. O&T’s global and regional strategies are executed in the countries.

**Key Responsibilities**:

- Implement Citi Global O&T Strategy and priorities in the EMEA region, with an aim to accelerate progress across the EMEA O&T franchise and delivering solutions to the client.
- Leadership and Management of all Operations and Technology functions in EMEA.
- Maintain robust and complete oversight and ongoing monitoring of all core processes that are outsourced or offshored.
- Responsible for performance and development of O&T head function within EMEA, including resources to build successful talent pipeline for the function.
- Accountable to ensure successful Regulatory and Audit reviews in the EMEA markets, ensuring full O&T compliance with local policies and regulations.
- Maintain close and successful interaction with the EMEA Regulators, Central Banks, Governments and Auditors.
- Responsible for resolving escalations within EMEA to ensure resources are maximized to deliver high quality service to our Clients.
- Deliver a well-balanced annual budget.

**KPIs**
- Performance will be measured based on a scorecard that includes metrics related to financials, costs and capital, client, culture and controls; the achievement of specific milestones related to the EMEA Regional goals & Global O&T goals; the ability to identify and execute high ROI projects focused on client service, productivity, expense reduction, risk mitigation and compliance opportunities in support of Citi’s business strategy.
- Support the execution of the Citi resource and Location Strategy within EMEA and continue to evolve the EMEA Citi Solution Centers model.
- Strengthen business alignment and partnership focusing on improved service quality and client satisfaction.
- Ensure delivery of critical client services and programs.
- Continue ensure infrastructure reliability and resilience, business continuity and service availability.
- Ensure exemplary control discipline, ensuring issues reported by IA are self-identified and have corrective action plans in place.
- Ensure that Regulatory Reviews owned by EMEA O&T are rated Satisfactory with no significant issues.
- Continue to champion Citi’s New Way through regular communications/recognition/reinforcement of lessons learned.
- Establish and maintain the required oversight processes, at the executive, business and technology levels.
- Achieve required regional expense targets and productivity saves.

**Knowledge/Experience**
- In-depth knowledge of operations and technology policies and procedures.
- Experience in Country/Regional or Global O&T function roles or in a similar scale role.
- Superior skills to continually measure, enhance and optimize operations related functions.
- Knowledge of core Citi Systems.
- Excellent knowledge of internal Compliance requirements and MCA process.
- Experience in Financial management.
- Knowledge of Continuity of Business process and experience in crisis management.
- Proven record of enterprise level culture change management and leadership.
- Financial management, including accounting policies related capitalization and capital expenditure controls, and project management.
- Experience of people leadership and management in a regional hub and remote people management across multiple locations.
- Experience of working at senior levels in an organisation together with the capability of communicating effectively at that level.
- Deep Experience of leading cross-cultural teams.
- Experience of working across a complex and culturally diverse geography.

**Skills/ Competencies**
- Excellent people management and leadership skills to manage diverse and remote teams with multi-cultural backgrounds.
- Negotiation and strong influencing ability.
- Excellent interpersonal and communication skills.
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