Susan Kwek

Managing Director, Head, Operations & Technology, Singapore
Citibank N.A. Singapore

IBF Fellow (2017)

Technology & Operations

"Keep learning and be adaptable. Believe in yourself and enjoy every moment of your learning journey, putting your heart, mind, and soul into even the smallest task."


Susan is a 29-year Citi veteran who has held various senior leadership positions and roles within Citi around the world. She was appointed the Head of Operations & Technology (O&T) for Citi Singapore and site head of its Changi Citi Service Center (CSC) in September 2016. As the Head of O&T, Susan is responsible for managing the operation and technology services, technology infrastructure and enterprise services across all businesses for the franchise. At the same time, as site head of Changi CSC, Susan oversees the operations of the centre where she is instrumental in facilitating an environment that enables successful business operations and employee engagement, as well as building strategic relationships with local government agencies, universities and communities.

Previously, Susan headed the Asia Pacific Core Operations team in Singapore and managed a diversity of processes for the consumer business including payments processing, account maintenance, issuance of cards and reconciliation of financial posting. She also successfully led her team in 17 markets with distinction in a change agenda and robotic process automation using a disciplined approach to streamline and automate processes.

Before returning to Singapore, Susan was based in Hong Kong and held the role of Head of O&T for Citi Hong Kong from 2011 to 2015, where she oversaw the O&T services across all businesses, technology infrastructure and enterprise services for Citi Hong Kong. Prior to joining Citibank in 1988, Susan was with the Singapore National Computer Board and supported the Singapore government's computerisation expansion programme.

Susan is a strong advocate for diversity and is actively involved in various industry wide and Citi initiatives such as 'Women Leading Citi', and serves as the co-chair of the APAC Citi Women Ambassadors programme. She also sits on the board of the Singapore Clearing House Association (SCHA) as Director.