I was leading the Account Services Operations teams (incl. about 30 people) across the CE5 cluster (Hungary, Bulgaria, Czech Republic, Romania and Slovakia). These teams are responsible for client onboarding, account opening, account closure, client documentation handling, power and signature verification, client screening, system setup in Flexcube and CitiDirect online banking applications, signer maintenance and client data administration related activities for corporate customers.

MCA is the abbreviation of Managers' Control Assessment in Citi's world, meaning a monitoring activity over the controls that are created for mitigating the inherent risks.I was responsible for MCA structure consistency and effectiveness (including quarterly and annual risk assessment submissions) for the following countries: Austria, Belgium, Bulgaria, Denmark, Finland, Hungary, Israel, Netherlands, Norway, Portugal, Romania and Sweden.

- responsible for country CoB (Continuity of Business) plan including BIAs (Business Impact Analysis), BRPs (Business Recovery Plan), CoB call trees, M&R (Monitoring & Reporting) surveys of all critical units and CMP (Crisis Management Plan)- support to perform about 50 Lead BRCs' (Business Recovery Coordinator) and about 40 BUHs' (Business Unit Head) CoB related tasks and exercises- organize and lead tabletop exercise for CMT (Crisis Management Team)- setup control points into CoB… Show more - responsible for country CoB (Continuity of Business) plan including BIAs (Business Impact Analysis), BRPs (Business Recovery Plan), CoB call trees, M&R (Monitoring & Reporting) surveys of all critical units and CMP (Crisis Management Plan)- support to perform about 50 Lead BRCs' (Business Recovery Coordinator) and about 40 BUHs' (Business Unit Head) CoB related tasks and exercises- organize and lead tabletop exercise for CMT (Crisis Management Team)- setup control points into CoB processes to comply with global CoB procedures- provide CoB pocketguide for CMT members- fulfill ad-hoc CoB related independent reviews- coordinate CoB functional application testings (data center, techroom)- support to resolve CoB related issues and escalate them to Country Management if it is needed- handle and keep up-to-date CoB related database, inventory, distribution lists- cascade all necessary CoB related information and user guides- participate in security sweep exercises- keep in touch with regional CoB Coordination- responsible for country outsourcing activities- actively support about 40 BSRMs' (Business Supplier Relationship Manager) and about 30 BOs' (Business Owner) outsourcing related work- ensure all processes to meet the requirements of local law and internal policies- work closely with local and regional Compliance team to be compliant with cross-border data protection regulations- supervise supplier monitoring, exit strategies and performance evaluations- participate in outsourcing escalation and risk mitigation processes- keep up-to-date outsourcing related database (eg. Archer), documentation, distribution lists- collect all of necessary data for deliverables of annual internal audit- keep in touch with regional Outsourcing Coordination Show less

O&T Documentation & Maintenance & Insurance Operations Supervisor:- responsible for 3 groups including about 30 people in Documentation and Maintenance and Insurance Ops. Unit- manage and monitoring Ops. departments' daily work- responsible for simplify current processes, increase efficiency in Back Office's flows- create reconciliations and reports and for Senior Management- report and prioritize technical issues to competent teams (using Service Now application)-… Show more O&T Documentation & Maintenance & Insurance Operations Supervisor:- responsible for 3 groups including about 30 people in Documentation and Maintenance and Insurance Ops. Unit- manage and monitoring Ops. departments' daily work- responsible for simplify current processes, increase efficiency in Back Office's flows- create reconciliations and reports and for Senior Management- report and prioritize technical issues to competent teams (using Service Now application)- handle designations, raise system access requests- update operational procedures- distribute communications about new or changed processes- coordinate data cleanups- create statistics of team performance, handle Ops. groups' capacity plans- approve risky customer maintenances- actively take part in account opening and data modification control flows- ensure AML/KYC related requirements- co-operate with other departments' managers- handle complicated customer requests/complaintsFATCA / CRS Country Operations Lead:- responsible for the whole FATCA process for consumer and corporate segments, including NADD and PADD flows- hold FATCA trainings and create FATCA training materials- test and sign-off the working of FATCA related applications, including UAT and PROD periods- prepare for FATCA reporting and analyze FATCA related MIS reports- build customer FATCA monitoring flows, keep FATCA procedures up to date- take part in FATCA related customer communications (declaration form, information letters)- actively support FATCA control processes- handle emergency FATCA issues: IRS W9/W8 tax form validation, US flag investigation- manage preparing for CRS projectContinuity of Business Lead Business Recovery Coordinator:- responsible for department's CoB processes and emergency call trees- coordinate all CoB testings: track, validate and approve testing results in CoB applications Show less

- responsible for a team including about 20 people in CitiPhone Banking Customer Service Unit- daily supporting and monitoring the group's service and sales targets- doing all the HR tasks (recruitment)- responsible for CitiPhone's procedure of Wealth Management products (create and update)- actively supporting liability, credit card, loan, investment and x-sell processes- promoting e-channel services- providing and communicate all of necessary info for bankers… Show more - responsible for a team including about 20 people in CitiPhone Banking Customer Service Unit- daily supporting and monitoring the group's service and sales targets- doing all the HR tasks (recruitment)- responsible for CitiPhone's procedure of Wealth Management products (create and update)- actively supporting liability, credit card, loan, investment and x-sell processes- promoting e-channel services- providing and communicate all of necessary info for bankers (knowledge improvement)- assisting, testing and setup parameters in system modules- co-operating with other departments (Customer Services, Fraud, Collection, Bookkeeping, Product, Legal, Compliance, Internal Control, branches, etc.)- preparing and analyzing monthly reports of team's performance- evaluating customers e-mail survey results- participating in management trainings and meetings- coaching bankers, call monitoring- taking part in daily customer related issues- handling complicated customers calls Show less

Full servicing consumer CitiGold customers in a professional level regarding liability, credit card, loan and investment products related calls, including:- focus on high service targets: pass monthly refreshment exams, work with no error, decrease average call handling time to minimum level, follow and reach customers' e-mail survey results, keep the punctual login and logout timetables- handle complaints- execute financial (LCY and FCY transfers) and investment transactions-… Show more Full servicing consumer CitiGold customers in a professional level regarding liability, credit card, loan and investment products related calls, including:- focus on high service targets: pass monthly refreshment exams, work with no error, decrease average call handling time to minimum level, follow and reach customers' e-mail survey results, keep the punctual login and logout timetables- handle complaints- execute financial (LCY and FCY transfers) and investment transactions- activate and block debit and credit cards- fulfill time deposit requests- perform demographic data maintenances- set online banking, notification service, statement and marketing related settings- report technical issuesPromote CitiGold servicesSupport CitiGold acquisitionCoach bankersActively participate in mini projects: create statistics, comment training materialsSupport the group members' and supervisors' daily work Show less

Full servicing consumer and SME customers in a high level regarding the liability, credit card and loan products related calls, including:- focus on service and sales goals: pass monthly refreshment exams, work with no error, decrease average call handling time to minimum level, follow and reach customers' e-mail survey results, keep the punctual login and logout timetables, achieve sales offer rate requirements- handle complaints- execute financial transactions (LCY and FCY… Show more Full servicing consumer and SME customers in a high level regarding the liability, credit card and loan products related calls, including:- focus on service and sales goals: pass monthly refreshment exams, work with no error, decrease average call handling time to minimum level, follow and reach customers' e-mail survey results, keep the punctual login and logout timetables, achieve sales offer rate requirements- handle complaints- execute financial transactions (LCY and FCY transfers)- activate and block debit and credit cards- fulfill time deposit requests- perform demographic data maintenances- set online banking, notification service, statement and marketing related settings- actively use CRM system, give sales offers for clients: installments, insurances, lead based and e-channel productsCoach bankersSupport the group members' and supervisors' daily work Show less

I have worked in a summer camp as support staff member in the U.S.A. for 3 months.

- sale credit card and personal loan products as 3rd party sales agent for Citibank Europe plc Hungarian Branch Office- handle customers' documentation and applications- follow credit decision processes- fulfill customer identification requirements