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Engages with Global, Region and Country Business leadership and other stakeholders to define the Business Strategy (in particular the Digital aspect) that will guide countries to build a sustainable mortgage business with product & customer level profitability.
Lead countries to digitalize to win Clients: Drives digital acquisition strategy that includes designing end to end onboarding processes from top of funnel SEO and Paid Media (SEM, Facebook etc) efforts to optimizing customer journeys (via website revamps / A/B testing of landing pages), to driving conversion (via lead form/ application form simplification & sales/ operations process improvement).
Evaluate & drive strategic alliances with regional partners for marketing / acquisition activities (i.e. property related portals, fintech partners in the ecosystem)
Work with Countries to Simplify, Standardise, and Enhance Products, Processes and Systems so as to achieve a Remarkable Customer Experience. Where there are region led enhancements, to lead and act as the custodian and gatekeeper for such common design, challenging & rationalizing all variation requests for reasonableness, materiality & commercial soundness.
Work with Countries to get their system enhancement requests evaluated & rationalized for convergence to Business Strategy and prioritized within the regional tech prioritization committees (RWC/RPC) accordingly.
Evaluate, challenge, and cascade US regulatory & Global and Regional policies to countries for implementation. Where applicable, to propose relevant adaptions to suit our mortgage business. Examples include Third Party Management Policy, APAC-EMEA regional procedures for customer tacticals.
Cross pollinate by sharing competitive analysis across countries & to strategically evaluate if there's any market or innovation opportunities for Citi.
Standardize product collaterals beyond simply following Citi branding guidelines, and focus also on the simplicity & clarity of presenting product concepts to customers (i.e. how to optimise presentation of offset products). This can cut across multiple channels & includes Digital & Paper collaterals that may be channel, campaign or event specific. This may also includes the framework of Facility Letters and T&Cs.
Identify opportunities for economies of scale & process simplification amongst key vendors like valuers, Conveyancer and Fire Insurance Carriers.
Work with Regional CBORC and/or Compliance on control related matters such as Regional MCA Gold Copy, ARA (annual risk assessment), RCPPM, internal / external audits & CAPS, and also the introduction of CAATTs tool for mortgage. On an ongoing basis, to ensure robust business processes to be audit ready
Graduate degree from a recognized university, preferably from Banking/ Finance/ Accountancy/Business Economics/Real Estate
At least 10-years of relevant experience working in a retail banking business, preferably in mortgage or other product management roles, with recent exposure to Digital aspects
Preferably with overseas or regional product management experience
Internal Number: 4675844
About Citibank NA
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