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GCG Core Operations Support Unit Senior Supervisor

Job Description and Requirements

Job Purpose:



Manage Account Documentation (SAMs) and Specialized Products Operation.



Job Background/context:


Country Core operations organization structure is being realigned to Regional Core operation structure basis which the Teams would align itself to Transaction services, Specialized Process operations, SAMs, Delivery Services and Recon  and  Controls. This role is expected to manage Transaction Service and Recon  and  Control Pillar.



Key Responsibilities:

  • Oversight of Operational delivery of Wealth Management Operations and Account Documentation functions
  • Working with key stakeholders in business to implement new /changes to Wealth Management and  Account Documentation including regulatory processes, overseeing implementation of such changes controls  and  documentation in Operations.
  • Liaising with outsourced service provider outside UAE to maintain effective oversight and control on process delivery.
  • Provide effective oversight of CSIPL dealing with Investments and Account opening Operations, supporting all investments product offered by Business. Ensure their performance adhere to SLA in terms of accuracy and timelines.
  • Effectively lead team of around 30 members in third party service provider site and ensure complete adherence of KPI’s.
  • Ensure all the queries and customer instructions, that come through various channels, are completed within SLA and accuracy levels.
  • Perform day to day monitoring of Key Operational metrics for Investment and Account opening Operations. Ensure metrics are accurate and any inaccurate/incomplete data is challenged and completed appropriately within existing deadline.   
  • Act as subject matter expert on Investments  and  Account documentation and be first point of engagement with business on any initiatives. Understand end to end client journeys and find continuous improvement opportunities
  • Help implement business strategy for product development, improvement and client experience by proactive engagement and process improvements
  • Manage audit deliverables through coordination with CSIPL Operations and other internal stakeholders as appropriate. Manage engagement audit reviewers during Internal and external audits.
  • Engage with key SME in Operations teams onshore and offshore to relay the changes, train them and implement process change to comply with new/updated regulations.
  • Update and maintain upto date procedure documents and training materials. Also responsible for continuous process reviews (and adherence to process) and improvements in Investments Operations.
  • Driving Synergies - Ensure operational process between UAE and Bahrain are completely aligned and synergies are derived in terms of efficiency and cost.
  • Work closely with Sales, Citiphone, Services and middle office functions like Digital, Product, Compliance in delivering a remarkable customer experience to the client in account opening and fulfilment services.
  • Identify new opportunities for process improvements and improve the efficiency and control environment
  • Responsible for ensuring the operations expenses is within the budget. Responsible for meeting business target of Operational saves in these areas.
  • Ensure all the risks are documented in MCA and deliverables are provided in timely manner. Ensure MCA breaches are minimised
  • Be an effective back up to Senior Operations Manager by covering Investment and Account documentations Operations functions when required.





  • Minimum Graduate Degree.
  • 10+ Years of experience in Banking and Wealth Management Operations
  • Experience of managing a team
  • Candidate should have evidence of using effective planning and organizing skills in a previous role.
  • Have worked on implementing projects within the functions and cross functionally.
  • Able to provide their insights on trends and direction where Retail and Wealth Management world is heading in the current times.






  • Ability to plan well and prioritize work.
  • Strong negotiating and influencing skills.
  • People management/development skills
  • Excellent presentations, communication and networking skills.
  • Ability to work well under pressure
  • Client focus






  • Bachelor's Degree





  • Meticulous and organized
  • Thoroughness / Accuracy
  • Ability to prioritize and multitasking
  • Good analytical skills
  • Works well under pressure



Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.


Valuing Diversity:

Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.