Citi
Head of Transfer Agency UK
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Head of Transfer Agency UK Operations
Location: Edinburgh, UK Job Family Group: Operations – Transaction Services Job Family: Cash Management Employment Type: Full time
About the Role
The Head of Transfer Agency UK Operations will lead the end-to-end service delivery for a select number of high-value clients within the Transfer Agency (TA) function.
This role requires strategic oversight to ensure consistent, high-quality service delivery aligned with client and business objectives, with full accountability for operational and client-facing responsibilities.
Key duties include:
- Designing and maintaining Key Performance Indicators (KPIs) for clients to accurately measure TA service delivery, adjusting them proactively to reflect evolving business needs.
- Monitoring delivery Against KPIs, identifying trends and driving improvements—both internally and across wider functions—where negative outcomes arise.
- Signing off on critical client deliverables (e.g., Service Packs, Board Reports), ensuring they are professional, clear, and aligned with stakeholder expectations.
- Actively representing TA at internal and external client meetings, advocating for strategic objectives and fostering strong relationships.
- Enforcing regulatory compliance across all operational activities, including adherence to CASS and Consumer Duty Requirements.
Key Responsibilities
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Service Development & Management
- Define performance KPIs with clients that evolve to meet changing business demands.
- Lead cross-functional problem-solving to resolve service gaps and risks.
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Client Relationships
- Own client-facing communications, ensuring stakeholders receive timely, high-value information.
- Engage with leadership and Handle project deliverables commensurate with operational and regulatory governance.
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QA & Compliance
- Conduct scrutiny of TA documentation submissions, confirming accuracy and adherence to standards.
- Monitor and mitigate risks related to compliance, particularly those inherent in transfer and client contract functions.
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Reporting & Strategy
- Translate data and trends into actionable insights, sharing with operational and executive teams.
- Ensure meeting engagements are insight-driven and aligned with kommerciële priorities.
Essential Requirements
- Senior Leadership Experience: 10+ years in a combined operational/specialist TA function or adjacent domain (e.g., payment services, compliance), demonstrating capability to lead complex, cross-team initiatives.
- Business Improvement Expertise: Proven ability to diagnose process inefficiencies and implement scalable solutions that enhance overall performance.
- Stakeholder Engagement: Strong defensive and outwards analytical skills, with experience in securing buy-in for initiatives at both operational and strategic levels.
- Fluency in Compliance: In-depth knowledge of regulatory frameworks (for example CASS, MiFID II in a UK/Citi context) and ability to prioritize compliance risks holistically.
- Collaborative Problem-Solving: Track record of integrating teams via aligned frameworks and navigating ambiguity in fast-paced contexts.
Nice-to-Have Skills
- Familiarity with bulk transactional processes (e.g., mortality settlements, cross-border transfers).
- Experience with audit functions or working with third parties/alert governance.
- Background in actual solidity analysis or fraud mitigation in financial services environments.
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Benefits
Citi’s commitment to empowering employees is reflected both in its people-first culture and the variety of benefits provided:
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Workstyle Flexibility
- Business-casual attire policy with a hybrid working model (up to 2 days remote work per week).
- Competitive annual salary reviews.
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Wellbeing & Professional Growth
- Generous holiday entitlement (starting at 27 days + bank holidays, increasing with tenure).
- Discretionary annual performance bonuses.
- Custom private medical insurance and Employee Assistance Program.
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Support for Personal Lives
- Paid parental leave.
- Citi-wide employee discounts (including for family/friends).
- Access to unlimited learning and career development resources.
Beyond these, Citi prioritises equal opportunity, resilience training and diversity in its policies. The company strives for an D&I inclusive and accessible environment, seeking candidians who reinforce this ethos.
Systemic Accessibility Statement
Citi is an equal opportunity employer. Talent is evaluated on merit and protected characteristics, including:
- Race, colour, religion
- Sex, sexual orientation, gender identity
- National origin
- Disability status
- Veterans’ rights
Accessibility support options are available for candidates & applicants in accordance with the Americans with Disabilities Act. To request accommodation during application, view EEO Policy at [Citi EEO Policy] (and [Know Your Rights].
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