Goal #1
Client Excellence
1. Maintain Top Rating by addressing specific areas in the global custodian survey results for service improvement with target dates.
2. Establish client delivery for client on-boarding to improve turnaround and continue to build out dedicated client service function to customize client solution and improve customer satisfaction.
3. Establish client dialogue, participate in service review and contribute to development and execution of residual post-review action plan to improve service delivery.
4. Work closely with business partners to strengthen ongoing proposition to position Operations as key stakeholder to marketing and sales process to articulate to the clients the benefits of a world class operations and control environment and align what we sell and what we deliver.
5. Display best-in-class knowledge and professionalism in all client touch-points.
Goal #2
Talent and Culture
1. Commit training opportunities for key staff with vigorous training needs analysis, prioritization and sharing process through training optimization planning.
2. Deliver committed training plan and ensure 100% attendance for all internal mandatory training.
3. Continue to build and deepen staff competency and succession planning by developing key backups for direct reports and potential junior team members, as part of development planning, expanding job responsibilities and learn-by-doing.
4. Empower direct reports and their key backups continuously to develop effective management and leadership skills.
5. Cultivate staff for positive attitude and being self-starter with a high performance culture for continuous process re-engineering/improvement to build capacity.
6. Create rotation opportunities as part of career development, building wider SFS product knowledge and contingency planning.
7. Conduct mid-year review for all staff per GTMS timeline to manage staff performance and staff for stepping up with expanded job responsibilities.
8. Establish VOE task force to gather staff feedback to address and execute VOE action plan and reduce attrition of performers, potentials and key staff.
9. Fully participate in all VOE related survey and teambuilding activities.
Goal #3
Innovation
1. Partner with businesses to support all product initiatives driving at competitiveness differentiator.
2. Adopt and leverage industry and market best practices.
3. Go Green by rolling out eRport to clients and eliminate internal printings and original/telex instructions.
“Go Live” with eFlow for imaging workflows under segregated queues and functions to meet all MIFT requirements and achieve paperless operations
4. Build a ‘utility’ function to centralize and consolidate all transaction/data processing so to build the downstream specialized functions in all functional areas.
5. Re-align functions by function to achieve effective span of control, regional consistency, clear workflows and job specialization.
6. Digitize and automate all regulatory and compliance reporting.
Goal #4
Expense Leadership
1. Deliver against Plan that is subject to subsequent forecasts for direct expenses and FTE through identified/identifying opportunities for re-engineering for execution with targets dates and reviewing various expenses lines to deliver savings through productivity gains.
2. Achieve positive and improved operating leverage through expense management disciplines and living client first initiatives to create client royalty and improve revenues.
3. Achieve 20% improvement in operational productivity through volume increase, new business/ initiatives and fulfilling new ad-hoc regulatory reporting related requirement.
Goal #5
Risk and Control
1. Maintain pristine risk and controls and regulatory compliance that is S.M.A.R.T with KRIs.
2. Minimize operational exposure and losses.
3. Pass all internal and external audits and regulatory inspections.
4. Pass KPMG annual assessment and certification for Custody audit.
5. Fully support and account for all client-side audit and due diligence with no issue.
6. No exception for all Citi policies, especially Information Security, COB, Fraud Management, Record Management.
7. 100% accuracy and timeliness for all regulatory and compliance reporting.
8. Enhance partnership with business and risk to enhance credit program so to migrate more client to Credit Control System (CCS).