Overview:

The role holder is a senior leadership role responsible for driving operational execution and delivery of key Australian and regional/global operational projects driving the scalability and cost effectiveness of the operational teams onshore and outsourced offshore locations. This is an operational subject-matter expert role, not a project or program role.

The role holder will form part of the Global Transfer Agency and Collective Investment Service Management team. The role holder will be expected to make decisions in that capacity and actively participate in the management of the overall Global Transfer Agency and Collective Investment Service operations and contribute to the management, strategic planning and direction of the overall Global Transfer Agency and Collective Investment Service Operations.

In this role, the individual will manage a wide network of stakeholders, including [internal] Country & Regional Management, Client Executive, Product Heads, Legal, Technology, and [external] Clients, Auditors, Regulators and Industry participants.

Role will cover location strategy and end state operating model design and execution, automation projects, regulatory, tax reporting and AML/ KYC initiatives. The role will reside within the Transfer Agency and Collective Investment Service Operations and will be required to work with team in a matrix manner or with a small number of direct reports.

In collaboration with TA Technology, TA Product, Global Change and cross-functional Operational teams onshore and offshore,



define and execute such initiatives and to deliver the most efficient and effective operational models across each function in Transfer Agency and Collective Service operations. A close and effective working relationship with internal partners is critical.

The person will also be responsible for the delivery of all regulatory and operational aspects of agreed projects within operations. This will include liaising with each operational/functional team, gathering and documenting requirements and procedures, including delivering any internal, client or regulatory needs associated with same and ensuring operational readiness.

The role will report to the Regional Head of Transfer Agency and Collective Investment Service Operations.

Primary Responsibilities:

- Continually enhance the Transfer Agency and Collective Investment Service offering through knowledge of competitors, industry and the regulatory environment.
- Drive and encourage a culture of excellence and consistently deliver high levels of client service and focus.
- Identify and validate opportunities for efficiency, automation and cost reduction within each operational function.
- Work closely and collaboratively with other senior operational management to delivery standardized best practice service models.




- Implement best practice processes and risk management controls across locations to achieve high-quality service delivery output.
- Identify issues or inefficiencies within the team and build a robust, controlled working environment, concentrating on error prevention and mitigation and to act as the Single Point of Contact on escalations.
- Ensure regulatory and Citi policy requirements are met from a Transfer Agency and Collective Investment Service perspective, working closely with the Transfer Agency and Collective Investment Service senior management team and with the 2nd line of defense and line control officers in region/globally.
- Work with the Global Change teams located onshore and offshore to design and execute interim and end state operating models for each function for Transfer Agency and Collective Investment Service Operations.
- The role will require delivery of regulatory and operational changes areas such as AML and tax reporting etc.
- Drive the execution of such initiatives from beginning to end.
- Obtain regulatory approvals necessary, including preparing any submissions required.
- Ensure operational readiness ahead of go live.
- Defines key success criteria and metrics to monitor progress versus business goals.
- Lead the identification, escalation and drive resolution of issues.
- Talent management and development. In addition to managing the daily responsibilities of the team, build effective working relationship with team members and guide them in their tasks. Regular effective one-to-one sessions with direct reports are required and a planned approach to staff mentoring,development and succession planning is a k

📌 Senior AU/NZ Transfer Agency and Collective Investment Service Operational Oversight Lead–Senior Vice President (Sydney)
🏢 Citigroup
📍 Sydney