Citibank had a successful end to 2005, opening two new branches and launching new products and services. This included the world's first instant credit card issuance at the new Citibank Paragon branch and Singapore's first platinum shopping mall co-brand card. Chuck Prince, CEO of Citigroup, visited Singapore and outlined the company's strategic priorities for 2006, focusing on distribution expansion, knowledge transfer, investing in people and technology, and allocating capital. The article also discusses tips for managing assets and financial goals from an interview with Citibank's Head of Research Communications.

1. SPOTLIGHT
• What a brilliant ending to 2005!
Issue 2
December 2005
MICA (P) 312/09/2005
A quarterly newsletter for
Global Consumer Banking,
Singapore
INSIDE
SPOTLIGHT 03 Chuck Prince in Singapore
WHAT’S UP 04 Sports and the Citi
07 Developing all-rounders
Home away from home
FINANCIAL EDUCATION 05 Learning how to manage your assets
SERVICE WITH A SMILE 06 What it takes to be a “customer” person
PEOPLE A day in the life of a Credit Control Officer
IN THE COMMUNITY 08 Wall Street comes to school!
10 cents coffee goes a long way
The Editorial Committee:
Roger Pua, Advisor
Magdalene Tan, Editor
Edward Goh, Photographer
Jene Lim
Rahul Nath
Madhav Mathur
Melissa Ong
Tam Ee Cheah
Tan Yew Kiat
Zheng Yu Dong
Please send any feedback to
magdalene.tan@citigroup.com
Strictly for internal circulation only

2. SPOTLIGHT 02
Rounding up the year with a blast, we added two more
branches, launched the world’s first instant card issuance
process and Singapore’s first platinum shopping mall
co-brand card – all in a span of two short months!
28 October 2005 saw the official opening of the new
Citibank Parkway Parade Branch, marking our first foray into
a residential district in more than 20 years and also our first
branch in eastern Singapore. Customer relationship officer
Christine Chan revealed, “Some of our long-time customers
living in the East told us that they have been waiting for a
branch here for a lifetime!”
Less than a month later, we celebrated the opening of the
new Citibank Paragon Branch and the launch of the two
“firsts” on 24 November 2005 with an evening of glamour.
Staff showed a side to themselves that we had never seen
before, with glamourous hairdos and beautiful cocktail
dresses galore!
At the same time, we launched the new Citibank Paragon
Platinum co-brand card, which offers 10% rebate across
a variety of boutiques, restaurants and wellness outlets,
invitations to closed-door sales, concierge services and valet
parking or free first-hour parking at Paragon. Anand Cavale,
Business Director for Credit Payment Products, said, “We are
confident that this card will deliver terrific value to meet the
lifestyle needs of consumers, particularly those who enjoy
shopping at exclusive outlets”.
But the most unique attribute of the Citibank Paragon
Platinum card was its instant issuance feature. As the first
bank in Asia, and possibly the world, to issue a credit card on
the spot, our customer service officers had their hands full.
Kudos to Credit Cards Marketing, Applications Management
Unit and Operations & Technology for rolling out this
unprecedented service! Within an hour of application,
customers can receive their new embossed card and enjoy
their privileges straightaway.
What a brilliant ending
to 2005!
By Melissa Ong and Madhav Mathur
“I’m an instant Citibank Paragon
Platinum Cardmember!” Han Hee
Jan shows off his new card to
Anand Cavale, Nelson Thackery and
Low Mei Ling
Rahul Gupta, COO & CFO, Citigroup
Asia-Pacific, Global Consumer
Group, officiates the opening of
Citibank Parkway Parade Branch
with Jonathan Larsen
We are sure as a Citibanker
you would love to experience
it yourself – so go pop by our
greeter counter at Paragon
and sign up for one now!
Joel Kornreich strikes a pose with the models on-stage
Credit Cards and O&T teams toast
with senior management to a
bright and promising partnership
with Paragon
(L-R) Anand Cavale, May Sng, Director of Orchard 290, Catherine Weir and
Jonathan Larsen
Our belles from Credit Cards: (L-R)
Evelyn Ong, Her Aiwee and
Ooi Huey Tyng
...and Jacqueline McCaffrey
sashaying down the catwalk
Citibanking convenience
for shoppers at Parkway Parade!
PhotobyStevenKee

3. Chuck Prince in Singapore
By Tam Ee Cheah
SPOTLIGHT 03
Distribution expansion. Transfer of knowledge and product
expertise. Investing in people and technology. Allocating
capital to highest growth opportunities. Embracing our
Shared Responsibilities to serve customers better. These
are the five key initiatives for Citigroup in 2006, said Chuck
Prince, CEO of Citigroup Inc, who was in town on 5 December
2005 specially to have a “continuing conversation” with
Singapore colleagues on our Shared Responsibilities and
Five-Point Plan.
It was a very packed schedule in Singapore indeed for Chuck,
who also did a business review with our ASEAN seniors, met
with Mr Lee Hsien Loong, Prime Minister of Singapore, and
Mr Tharman Shanmugaratnam, Deputy Chairman of the
Monetary Authority of Singapore, all within half a day.
The highlight of his trip was the Town Hall meeting at Ritz
Carlton. Reviewing Citigroup’s many achievements in 2005,
Chuck highlighted that “the Five Point Plan is really working
and is a tremendous success in terms of laying a strong
foundation for growth.” He declared 2006 to be a year of
“Franchise-Enhancing growth”, and that this growth would
largely be in Asia. Visibly excited, he urged all of us, “Let’s
go! This could be the start of the next great era!”
Chuck was very passionate about expanding Citigroup’s
distribution and reach, as “no other banks have what we
have, and we need to take advantage and race ahead”.
He also advocated the call for greater connectivity across
the Citigroup family, citing the example of how colleagues
leveraged on our franchise strengths to successfully launch
the first dual-currency credit card in China. “We need to
break the silo walls between the various businesses to
facilitate the transfer of knowledge and product expertise.”
Chuck also talked about his dedication to investing in people
and technology. In particular, he wanted all of us to think
about how we can harness the power of technology more
effectively. “I want change now in technology!”
When asked about his immediate goals, Chuck said that said
Citigroup’s stock price has done better recently. The key to
improving our stock price further is to show solid organic
growth in the next 5 to 6 quarters, which will help put a
premium to Citigroup’s price-to-earnings ratio.
Chuck also wanted to “change the mindset of the
organisation in ways we have never done before. Clients
want to be treated with respect and decency. I think it’s
exciting, has a lot of upside and it’s a good thing.”
With these parting thoughts, Chuck Prince left for Hong
Kong, with the promise of another stimulating dialogue when
he returns to Singapore in September 2006.
Commented Linda Lim from GCB Compliance and Control, “It
was truly an inspiring speech by Chuck Prince. Actually seeing
and hearing him in person is an experience in itself. What he
said today has given me much optimism about the company’s
direction and pride as an employee of Citigroup.”
Thanking Chuck Prince for an inspiring and insightful Town Hall
Nearly 1000 Citigroup staff from across Singapore franchise turned up in full
force for the Town Hall
Staff thoroughly enjoying Chuck Prince’s sense of humour
Chuck Prince in dialogue with
Citigroup Singapore staff
Jenny Loong starts the ball rolling
at the Q&A session

4. WHAT’S UP 04
Sports and the Citi
By Rahul Nath
The recently concluded GCB Sports Fiesta 2005 was
an outstanding exhibition of zeal, perseverance, passion
and the never-say-die attitude that has always been
the hallmark of Citibankers. Spread over two weeks in
November 2005, with close to 350 Citibankers sweating
it out for sporting supremacy, the GCB Sports Fiesta
ended in a nail-biting finish with the GCB Hybrid team
taking home the Championship shield.
Among the Fiesta highlights was the extremely popular
Vertical Marathon. A race up the 42 floors of Millenia Tower
was a test of strength – both physical and mental. Khor
Tian Ming from Credit Operations finished first in the male
category, achieving the feat in under 7 minutes. Dominating
the female category was Operation & Technology (O&T),
led by Jacqueline Teo from CitiPhone, who took less than
9 minutes to reach the finish line. In all, a total of 44
enthusiastic participants successfully completed the race,
proving that no challenge is too big for Citibankers.
But, Sports Fiesta is not all about competition. While the race
to the rooftop was on, another group of participants were at
the Hatha Yoga workshop, to learn more about the proper
techniques of breathing, relaxation and exercise – critical
skills for a busy work life!
The grand finale which took place on 13 November 2005
at Anglo-Chinese Junior College, began with the soccer
semi-final between Sales & Distribution (S&D) and Credit
Operations. The game went into penalty shoot-outs where
the team from Credit Operations finally triumphed by
scoring the decisive goal.
In the second semi-final, GCB Hybrid took on a spirited
O&T coalition, which saw GCB Hybrid emerge winners after
Dennis Foo scored the only goal of the match with a penalty.
Next was the 4X100 m relay where seven teams, including
the SMG team, contested for the top spot. In a narrow finish,
with only a second’s gap between each of the top three teams,
Credit Operations came in first, followed closely by GCB Hybrid.
The limelight was also focused on the finals of Captain’s
Ball, where O&T and two teams from GCB Hybrid, sweated
it out for the first place. At the adjoining court, S&D, O&T
and GCB Hybrid battled out for the top spot in basketball.
On the tennis front, it was an all GCB Hybrid final as Julito
Macapagal from Decision Management took on Permadi
Surya from Credit Payment Products. Julito won 3 games to
nil to become the tennis champion.
Lady luck finally smiled on GCB Hybrid at the soccer final as
a goal from Christopher Chong sealed the game and Sports
Fiesta Championship for GCB Hybrid, a mere 65 points
ahead of O&T!
Sums up Kevin Phua from O&T, who collected three medals
during the Sports Fiesta, “����������������������������������It was a great event and was very
well organised. We should have more of such activities for
Citibankers to interact and at the same time, keep fit!”
Our sporting stars of the day show off their medals
Puff! Puff! I’m almost at the peak...
just one more floor to go!
Yikes! Watch that tackle from
Nigel Siah!
A Michael Jordan leap nails
the goal!
Nelson Thackery giving his younger counterparts a run for their money
Our resident footballers can really
bend it like Beckham!
PhotosbyNicoleTanandWongLongSan

5. FINANCIAL EDUCATION 05
Learning how to manage
your assets
By Michelle Gilmour
Many Asian investors today are not meeting their
financial goals. Here are some excerpts from an
interview with Lim Ai Meun, Vice President and Head
of Research Communications for Citibank Asia Pacific
by International Herald Tribune on 10 November 2005,
where she gave some useful tips on how you can increase
and preserve your assets to meet your financial goals.
How much cash reserves should I keep?
Most people are concerned about their children’s education,
but are often ill-prepared to pay for it. Many have set aside
some money, few are sure if it will be enough. This money
could be sitting in a deposit account, where rising inflation
will cause it to erode in value over time.
Citibank advises clients to keep cash reserves of six months
to a year’s salary in a ‘‘liquid tool,’’ like a deposit account,
where it is readily available in the event of emergencies.
How much should I put aside to invest?
Of course, for those who like the adrenaline rush of highly
speculative investing, there’s always room to put aside 10 to
15 percent of their funds for this purpose. Investors, however,
should be prepared to take calculated risks should the
market turn against him, notes Ai Meun.
‘‘But for the rest of an investor’s capital,’’ says Ai Meun,
‘‘consider this sum in two baskets: wealth preservation and
wealth growth.’’ That is, preserve a certain amount of money
to grow in line with inflation and grow the rest in line with
plans and ambitions. Once an investor has a concrete goal
in mind, it’s easy to put a dollar value on it and figure how
much time is required to reach that goal. And from there,
simply calculate the growth rate required. ‘‘A realistic plan is
to expect 3 percent to 10 percent growth,’’ she says. ‘‘This is
what we’re seeing now, and we don’t expect this to change in
the next five years.’’
Review your progress regularly, but keep your emotions
in check
Once the plan is in motion, it is important to go back and
review the progress. Ai Meun warns of some costly traps.
‘‘Sometimes clients become victims of their own success,’’
she says. ‘‘If their returns are greater than expected, we’ve
seen clients get cold feet and sell up to pocket the gains.
But selling up comes at a cost. Firstly, these investors lose
the power of compounding, or what we call ‘the time value
of money.’ If they were to continue to reinvest profits, then
those profits would earn even greater profits in a snowball effect.
Secondly, every time they buy a mutual fund, they pay a
fee, typically 2 percent, so that each time they sell up and
reenter the market, they’re paying this fee over and over
again. Finally, there’s the cost of timing. It’s impossible to
predict market peaks and troughs, so they’re taking a big
risk moving money in and out of markets on whim.’’
Keen to take that first step towards realising your financial
dreams? We are offering 0% sales charge for staff
purchase of unit trusts online! Log onto www.citibank.com.sg
to find out more.
* online offer excludes the following: foreign currence, CPF/SRS and close-
end funds, UOBAM and Legg Mason funds.
TEASER
Test your knowledge of Citibank’s latest news and
happenings, and win for yourself a S$50 Tangs voucher for
the New Year! The first two completed and correct entries
will enjoy extra shopping money at Tangs. Hurry!
Name:
Department:
Contact number:
1. What are the five strategic directions for Citigroup
according to Chuck Prince in 2006?
2. Which shopping mall in the East has a new
Citibank branch?
3. How much did GCB staff at Millenia Tower contribute to
the ST School Pocket Money Fund?
All entries to be sent to Magdalene Tan, Corporate Affairs, 12th Floor,
Centennial Tower. Closing date: 13 January 2006
Plan ahead to secure your children’s future educational aspirations

6. What it takes to be a
“customer” person
By Jene Lim
SERVICE WITH A SMILE 06
Spend on your Citibank Credit Card this Christmas, but
remember to pay your bills otherwise a Credit Control officer
may be calling you! Each Credit Control Officer calls about
7900 customers a month! We spoke to Sim Kwang Yong, a
dedicated officer in Credit Control Management Unit.
YK: What is a typical day for you in the office?
KY: The morning begins with analysing productivity and
cycle figures to decide on the action required for the day.
Typically, I follow up with accounts cancelled due to inability
to pay or adverse credit information before logging into
the auto-dialer.
After lunch, I will start to clear the callable account queue
for my Bankcard Cycle. In the late afternoon, my time is set
aside to follow up with customers who have accepted our
relief plans to aid their repayment. Before the day ends, I
will complete some administrative work, such as late charge,
waivers and account payment transfer for customers.
YK: Having to remind customers to make repayments
A day in the life of a Credit
Control Officer
By Tan Yew Kiat
surely will be met with some resentment; can you recall
any incidents dealing with difficult customers?
KY: A particular case recently resulted in a customer’s family
lodging a police report accusing us of harassment when we
did not cancel his credit card at the demand of his parents.
The fact was we could not cancel the card without the
customer’s authorisation and attempts to contact him
were futile.
Ultimately, we have to
maintain our composure
and deal with customers in
an appropriate manner.
Our efforts always pay
off eventually.
YK: What makes you feel
good at the end of the day?
KY: I feel good whenever I succeed in helping a customer
manage his/her finances. Of course, customers’ appreciation
either verbally or in writing makes my day. But it is being
able to meet or exceed individual and team targets that feels
the best.
YK: Thank you Kwang Yong for your time and contributions,
we wish you the best for your career in the bank!
PEOPLE
When quizzed about what constitutes good customer
service, these were some answers from our colleagues in
Home Financial Services Customer Care and Retention
teams, who have earned at least one customer compliment
letter in the past few months.
One customer wrote this of Lily Aprida:
“ I wrote this e-mail at midnight. I don’t mind spending
time writing to praise Lily as she has made our day.
It is our way of saying thank you for her sincere and
splendid effort. Who dare say now that Singaporeans
do not have a service-orientated culture?”
To Lily, good service is about meeting that delicate balance
between the customer’s and the bank’s expectations. A
typical day in her job will involve looking at customer cases
referred to her by CitiPhone or the Customer Care Team. She
will then call the customer to discuss repricing issues, and
negotiate a package that can meet the customer’s needs.
The best part of working in customer service for Lily is
that different customers have their own life stories to share.
It gives her great satisfaction to help a customer through
his finances successfully. So what does it take to be a
good “customer” person? Lily suggests that one has to
listen and empathise. Sincerity and confidence are also
important attributes.
Merry Ramlie from Customer Care Team adds politeness,
responsiveness, timeliness and initiative to the list. She
shares that taking the initiative to find out information from
other departments on behalf of the customer, as opposed to
redirecting him, goes a long way in making any customer happy.
Well done Lily and Ramlie! We can all learn from you!
Kudos to our Home Financial Services Customer Care and Retention teams!
PhotobyEdwardGoh
All in a day’s work for
Sim Kwang Yong
PhotobyEdwardGoh

7. Citibank Zhong Xin
customers recently
savoured that feeling of
home away from home.
On 1 October 2005, our
Zhong Xin team organised
a celebration of China’s
National Day on Fort
Canning Hill, Raffles House,
for their valued customers.
Zhong Xin is Citibank’s
dedicated service for
Chinese nationals working
and living in Singapore.
More than 200 customers
with their friends, families
and partners attended the
event. Besides enjoying
the delicious Sichuan-
style buffet, guests were
build long-term relationships with this group of customers.
In this market, ‘word of mouth’ is a key factor to success and
customer service is a key
differentiation. By organising
such events, we will be
able to build our reputation
among this segment
of customers.”
Indeed, impressed customers
have recommended more
than 20 referrals after
Zhong Xin’s China National
Day event!
Home away
from home
By Zheng Yu Dong
also entertained by a tea
appreciation session by
Tea Chapter and authentic
Chinese-style music
performed by Nanyang
Technological University
Chinese Orchestra. A fun-
filled Bingo game and lucky
draw session wrapped up
the memorable night.
Compliments and bouquets
flooded in from the
appreciative customers.
One customer commented,
“This was my happiest
National Day since I came
to Singapore!” And many
expressed surprise that a
commercial organisation
like Citibank was willing to
go that extra mile to make
their customers feel valued.
Petrina Tan, head of Zhong
Xin, said “It is strategic to
A day of family bonding and
National pride for our Zhong Xin
customers
WHAT’S UP
Developing all-rounders
By Madhav Mathur
The Citibank Job Transfer programme – you may have heard
of it, but what is it about really? It offers employees the
opportunity to work in different departments and roles in the
bank, and is seen as a tool to enhance the skills of our staff
as well as to offer them more career flexibility.
Moi Sok Kuan, Suzenne Ho and Sisley Koh are currently on
the Job transfer programme and are definitely having a
blast. All three have been with the bank for over two years
and were working at the Credit Control Management Unit
(CCMU). Today they are training to be Service Bankers at our
branches around the city.
Sok Kuan believes that this is a useful system which enables
employees to get a feel of the diverse functions within
Citibank. “I’m developing an entirely new set of skills. Instead
of handling customers over the telephone like what I used to
do before, I’m now in direct face-to-face customer contact.
It’s a totally different working environment altogether.”
All three believe that the rigorous product training they are
undergoing, paired with their existing working knowledge
of the bank’s customer relationship management systems,
provides them with an edge.
Suzenne elaborates, ”My background as an ‘over-limit
specialist’ at CCMU is useful in solving customer enquiries
fast, because I know the bank’s operational processes well.”
Sisley too is pleased with her progress as a Service Banker.
“The programme has indeed given me an opportunity
for exposure to the service line, building up my career
experience within a different job role and allowing me to
learn to be more independent and take the initiative to
help customers.”
YOU CAN DO IT TOO!
If you’ve been with the bank for more than two years, you
are eligible for the Job Transfer Programme. Look out
for more information on Jobline or approach the Human
Resource department for enquiries.
07
Petrina Tan, Head of Zhong Xin (right), presents the day’s lucky draw prize to
her smiling customer
Job transfer success stories: (L-R) Sok Kuan, Sisley and Suzenne
PhotobyEdwardGoh

8. Enthused Irene Xu from GCB Decision Management, “This
experience has really opened my eyes to what Citigroup is
doing for the community. I’ve always thought that financial
education is boring and mundane to students, but the Stock
Challenge adds that fun, interactive dimension to it which
enhances the learning experience, not just for the students
but for us as volunteers as well.”
“Wall Street comes to school!” – this is a tagline that the
Singapore Stock Challenge is now famously associated with.
A fun and interactive two-day event that introduces students
to the basics of investing and stock trading, the Singapore
Stock Challenge is one of the pillar financial education
programmes sponsored by the Citigroup Foundation.
The Stock Challenge made its debut in May 2002 and
became an instant hit among Singapore teachers and
students. To-date, more than 1800 students from over
70 schools have taken part in the programme.
This year, the Stock Challenge ran four sessions in June and
October 2005, which saw a gathering of 660 students from
120 secondary schools, and 40 Citigroup Volunteers.
On the first day, students are taught the fundamentals of
stock trading: What are equities? What’s a stock market?
What moves the prices? The following day, student teams
formed their own “brokerage houses”, and engaged in
eight rounds of active trading on a simulated trading floor.
During the trading simulations, the students are exposed to
a range of learning processes including analysis, budgeting,
creativity, enterprise and teamwork.
Citigroup volunteers are instrumental to the success of this
unique simulated trading floor. They act as the students’
brokers, handing out company descriptions and executing
the students’ deals. At the completion of eight trading
rounds, the volunteers conducted an audit, upon which
the trainers will announce the day’s top five performing
brokerage houses. The best performing teams are those with
the largest cash and portfolio values at the close of trading.
IN THE COMMUNITY 08
Interested in volunteering to be a broker for the next
Singapore Stock Challenge in March 2006? Please send
your full name, department name and contact details to
magdalene.tan@citigroup.com and we will contact you.
Wall Street comes to school!
By Magdalene Tan
10 cents
coffee goes
a long way
By Magdalene Tan
Jonathan Larsen presenting the
cheque of S$110,458.20 for the
ST School Pocket Money Fund to
Han Fook Kwang, Editor of The
Straits Times
Congratulations to all GCB
staff in Millenia Tower! You
drank enough tea, coffee
and soft drinks over the
last 20 months to raise a
whopping S$160,000 for
charity! Even The Straits
Times wrote about it!
Our 21 drink dispensers at
helping a child get a better
headstart in life.”
Of the S$160,000 collected,
S$110,000 will go to The
Straits Times School Pocket
Money Fund and S$50,000
to ChildAid, a nation-wide
charity concert organised
Millenia Tower collected an
average of S$8,000 every
month during the drink-and-
donate drive – which means
that GCB staff downed
about 80,000 cups of
coffee, tea and soft drinks
a month!
Melissa Sandhu from Credit
Control Management Unit
marvelled, “It’s amazing to
see how far that 10 cents
cuppa coffee can go. Every
day, it makes me feel good
to enjoy a short coffee
break knowing that I’m also
These students are serious about
making “funny money”
Oil sheiks hoping to strike gold on
the trading floor
An umbrella hat to stimulate the
grey matter? No harm trying...
by The Straits Times and
The Business Times to
showcase Singapore’s best
dancing, acting and singing
child talents.
Citigroup volunteers executing the
students’ trades