At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.
- 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 empower our employees to manage their financial well-being and help them plan for the future
The Wealth Control Analyst is accountable for management of complex/critical/large professional disciplinary areas. The Wealth Control team fosters a culture of control and customer centricity and accountability by leading efforts to identify, anticipate and mitigate regulatory, reputational, and operational risks. This role is primarily responsible for supporting the business in the investment and insurance sales conduct monitoring and oversight through the conduct of Mystery Shopping and Customer Survey exercises.
You will also support the Wealth Control team in various other activities e.g. records management, audit support and coordination.
You will collaborate with internal and external stakeholders in conduct of Mystery Shopping and Customer Survey, analysing results, determining whether results are satisfactory, performing follow ups where necessary, prepare and present results and findings at appropriate forums.
As a First Line of Defense, you will need to build trusted relationships with Business Leaders, Process Owners, control colleagues as well as Second and Third Line partners.
This role is part of the Singapore Wealth Controls team and reports to Asia South Wealth Controls Head.
Responsibilities:
- Liaison and coordination with the bank’s Mystery Shopping vendor as well as Association of Banks of Singapore (ABS) appointed Mystery Shopping vendor in ensuring timely and adequate sampling coverage of sales staff in Mystery Shopping exercises.
- Review and perform independent assessment of Mystery Shopping results from vendors, including performing call reviews, documentation review and evaluating inputs by impacted staff and their supervisors.
- Organise and facilitate sessions to update Legal and Compliance and obtain concurrence on conclusions to significant findings.
- Work closely with ICRM, Legal, HR and business where regulatory Misconduct reporting or disciplinary actions are required.
- Prepare Sales Practice Reporting (SPR) updates and decks where applicable.
- Prepare various MIS and governance deck presentations relating to Mystery Shopping.
- Attend to periodic ABS queries and information requests on Mystery Shopping results.
- Prepare and conduct periodic refresher training relating to Mystery Shopping learnings for the sales platform of 100-200 sales staff.
- Perform BAO support activities on all outsourcing matters relating to the Mystery Shopping vendor.
- Ensure conduct of customer surveys mandated under MAS BSC regulations through multiple channels (phone, physical, electronic), including tracking, follow up of feedback where necessary and preparing MIS/governance updates.
- Provide support to Wealth Control team on ad-hoc or recurring activities e.g. audit coordination, records management
Qualifications:
- 3-5 years of relevant experience with strong analytical and project management skills
- Excellent presentation and communication skills in English, both oral and written, with the ability to articulate and present issues to Management.
- Solid organizational skills including attention to detail and multi-tasking skills
- Strong working knowledge of Microsoft Office.
- Ability to organize and prioritize multiple deliverables while working with minimal supervision in a large, global corporate environment
- Resourceful, meticulous and detail oriented
- Ability to work independently, interface and execute with a sense of urgency and to deliver on tasks effectively and efficiently
- Able to work with different stakeholders with strong communications and confidently.
- Experience in Investment or Insurance Sales process in a financial institution, or in risk & control will be an advantage.
- Understanding of Retail/Wealth Management/Insurance products
Education
- Bachelor’s/University degree or equivalent experience
