Citi GCG Head of Digital Banking in Singapore, Singapore

  • Primary Location: Singapore,Singapore,Singapore

  • Education: Bachelor's Degree

  • Job Function: Product Management

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 18075860


Job Purpose:

  • Set the strategic direction across all digital channels/ assets and stewardship for the digital experience and digital payment agenda aligned to the overall Consumer Banking strategy in Singapore

  • Develop and implement overall strategy for digital payment and leverage Singapore government’s Smart Nation initiatives to create the best digital payment experience for our clients.

  • As a strategic business owner of all digital channels/ assets, lead a team of digital specialists to build and run digital bank by working closely with Technology team to create the best digital capabilities which are relevant to the changing needs of our consumers, provide convenience and immediacy for transaction/payments and interaction with the bank.

  • Be agile and ready to be drive pilot test via Open API, FINTECH/external partners and Singapore government collaboration

  • Lead the growth and distribution of digital engagement and service for Citi customers. Provide increased accessibility at Work, Live, Play to support digital lifestyles. Drive utilization of existing digital services and use of Straight-Through-Processing for all customer contact points. Overall management of the digital channels covering performance, customer experience, education and customer satisfaction. Champion the digital channels and ensure total oversight and review of all channel activities.

  • Ensure that key stakeholders (global, regional, country, external partners) are engaged to understand their priorities, areas of collaboration, and joint accountabilities in delivering the digital outcomes and growth

Key Responsibilities:

  • The role is responsible for providing country strategic direction, guidance and leadership to the formulation and deployment of an integrated multi-channel strategy, with key focus on Customer Franchise agenda on developing a Digital Bank.

  • Manage the overall P&L of the digital assets as Digital Branch Manager. Develop digital experience and capability strategy to monetize the digital assets. Optimise the revenue generation and cost saving from the platforms.

  • Develop and implement detailed execution plans along the key strategies of Digital Presence, Digital Acquisition, Digital Engagement and Digital Capabilities development. This will define the digital experience requirements and integration of client centric approach.

  • Alignment of country digital capabilities roadmap to regional/global product releases, including coordination within Customer Franchise team to maximize customer outreach and education on new features.

  • Collaborate with regional innovation lab to champion and pilot new digital initiatives for APAC.

  • Partnership with Product & Operation teams (Retail Banking, Credit Payment Products, Secured Lending, Contact Centre & Operation) to drive client centric, digital focused initiatives to increase digital/paperless adoption, and client engagement on all digital platform and products such as Citibank Online / CitiMobile / digital payment & transaction usage

  • Partner and leverage on regional Digital Banking and GCT to ensure high availability with low defects on all digital channels such as Citibank Online, CitiMobile app & digital features, and that all key platform releases and monthly technology releases for digital banking products are implemented seamlessly with minimal downtime and customer impact

  • Actively identify, report, and escalate critical project issues to business stakeholders at appropriate levels of management with recommended solutions

  • Ensure that all regulatory and business controls for all digital processes are in place and strictly enforced and monitored. To pass all audits, including other business audits that involve Digital Banking

  • Collaborate with Country Marketing, Decision Management, Customer Experience Management and Business Training within Customer Franchise, to develop a customer centric strategy to build awareness and preference to our brand



Technical Skills:

  • This role requires 15+ years of experience in Financial Services/ eCommerce/ Digital companies

  • To have rich experience in senior role working with cross-functional teams and bringing strategic insights and direction to the role of Digital in business success

  • Proficient in working with technology teams and technology project management

  • Experience in working on multiple technologies and complex projects

  • Exposure to client focused approach to new digital marketing and customer journey

  • Experience in Product Management and P&L management for e-Commerce and/financial industry preferred

Personal Skills:

  • Minimum 5 year experience in managing teams to deliver positive outcomes in complex, multi-discipline projects involving business stakeholders, consumer technology partners, and global/regional collaborators

  • Passionate on driving innovation

  • Excellent verbal and written communication and formal presentation skills. The ability to interact professionally with all levels of personnel, including senior management

  • Ability to promote positive work relationships with all departments; be the change agent. Adapt to change quickly

  • Exceptional interpersonal, communication, consensus building, influencing skills. Ability to influence peers, superiors & subordinates

  • Strategic and analytical skills

  • Ability to make effective trade-offs that support the customer centricity, business strategy, profitability, and competitive advantage


Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.