Apps Support Group Manager (Senior Vice President)

The Apps Support Group Manager is accountable for management of complex/critical/large professional disciplinary areas. Leads and directs a team of professionals. Requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function. Applies in-depth understanding of the business impact of technical contributions. Strong commercial awareness is a necessity. Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication and interpersonal skills required in order to negotiate internally, often at a senior level. Some external communication may be necessary. Accountable for the end results of an area. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area. Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval. The ideal candidate should have proven track record of leading high performing teams
Responsibilities:

• Strategically lead and transform the APAC Custody Production Management function, evolving it from a reactive incident management model to a proactive, resilient, and scalable organization capable of supporting exponential business growth across the region.
• Provide seasoned technical leadership to ensure the stability and high performance of critical custody platforms across a complex, multi-market technology stack, ensuring availability to support increasing business volumes
• Serve as a senior technology partner to the APAC Custody business, influencing and negotiating with senior internal leaders and building trusted relationships with internal  clients and stakeholders to ensure their satisfaction and support continued business expansion.
• Take ownership of the production environment's stability during a period of hyper-growth, with a mandate to maintain operational excellence and safeguard client SLAs across the JANA cluster.
• Execute stability and resiliency strategy to meet production management targets
• Demonstrate an in-depth understanding of how application support integrates within the overall technology function to achieve business objectives; demonstrating a deep understanding of the custody industry and financial markets.
• Guide development teams on application stability, scalability, and supportability improvements to build a more resilient and robust production environment.
• Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident and problem management, and fostering knowledge sharing practices.
• Drive continued cost reductions, standardizations  and efficiencies across the supported portfolios by effective usage of AI enablers
• Management responsibility for a team or multiple teams, including management of people, budget, and planning. Work with team members on coaching them to maximize their potential and work effectively in a high-stakes environment.
• Participate and presents at senior business review meetings, effectively relating technology strategies and performance to business requirements and outcomes.
• Assure adherence to all support process and tool standards and work with Management to create new and/or enhance processes to ensure consistency and quality in “best practices” across the overall support program.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets, by driving compliance with applicable laws, rules, and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervising the activity of others and creating accountability with those who fail to maintain these standards.
• Vendor relationship management including oversight for all offshore managed service.
• Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices.
• Guide development teams on application stability and supportability improvements.
• Formulate and implement a framework for managing capacity, throughput and latency.
• Define and implemented application on-boarding guidelines and standards.
• Work with various team members on coaching them on how to maximize their potential, work better in a highly integrated team environment and focus on bringing out their strengths.
• Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training
• Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations and other personnel actions.
• Participates in business review meetings, relating technology tools strategies to business requirements.
• Assures adherence to all support process and tool standards and work with Management to create new and/or enhance processes to ensure consistency and quality in “best practices” across the overall support program
• Influences and negotiates with senior leaders (across functions); may communicate with external parties
• Management responsibility for a team or multiple teams, including management of people, budget and planning, performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.
• Performs other duties and functions as assigned
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 10+ years relevant experience
• Post-Graduation in relevant field preferred
• Senior to advanced level experience in an Apps Support role with commensurate experience in people management.
• Experience of senior stakeholder management
• Project management with demonstrable results in improving IT services
• Capacity Planning/Forecasting exposure a plus
• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholders

Education:

• Bachelor’s/University degree, Master’s degree preferred

The APAC Custody business is a significant, high-revenue segment experiencing aggressive growth, with transaction volumes projected to surge by 100-300% across key markets like Japan, Taiwan, Korea, and Australia over the next few years. Clients demand high Transactions Per Second (TPS), low latency, and high availability, requiring leadership with expertise in modern, cloud-enabled platforms. This necessitates a senior role to strategically manage escalating operational demands, regulatory complexities, and ensure resilient production to sustain this exponential growth.

Knowledge of custody business and experience in production management of custody applications will be an advantage

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