The U.S. Personal Banking Chief Administrate Office - Issues Management Operational Risk Sr. Group Mgr. manages multiple teams through other managers to design and execute Issue Management Transformation and Issue Management Oversight and Governance activities.  This role will lead Issue Mgt. Transformation activities to deliver an effective and consistent Issue and Corrective Action Plan program for U.S. Personal Banking (USPB) issues. They will partner with in-business issue management teams to maintain clear transparency on issue and Regulatory issue progress and escalate concerns early enough in the process to course correct.  Additionally, this leader will work closely with control partners all lines of defense to identify trends to ensure all stakeholder concerns are identified and addressed in issue remediation. They will drive root cause analysis to prevent future issues and review trends for broader lessons learned.  The USPB Issues Mgt. Operational Risk Sr. Group Mgr. will work with key partners to develop and distribute regular reporting on issue status, ongoing trends, and performance against key scorecard targets.
Excellent communication skills required to negotiate internally, often at a senior level. Some external communication may be necessary. Accountable for the end results of the U.S. Personal Banking Issue Management Program. Exercises control over resources, process formulation and planning.  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. This role is an integral member of the functional leadership team within the U.S. Personal Banking Chief Administrative Office – Issue Management Oversight Program.
Responsibilities:
• Manage and monitor the issues portfolio for the USPB organization, inclusive of regulatory matters.
• Transformation Program Lead for USPB Issue Mgt. defining and deploying an effective and consistent Issue and Corrective Action Plan program including key controls. throughout Issue identification, evaluation, remediation, closure, monitoring, reporting, and escalation to promote comprehensive, accurate, and timely Issue resolution.
• Facilitate governance routine with USPB Head and Senior Leadership Team, including bi-weekly reporting and meetings for at-risk high severity issues.
• Facilitate governance routine with Personal Banking and Wealth Management (PBWM) Head and Senior Leadership Team including bi-weekly reporting and meetings on Regulatory Matters Requiring Attention (MRA).
• Facilitate governance routine with Issue Managers, lines of defense and MRA Oversight Function including reporting and weekly MRA Status calls.
• Collaborate with business leaders to find solutions to control issues and achieve common goals by facilitating decisions. Escalate any critical decisions, roadblocks, or delivery issues to management.
• Provide updates, as needed, to management and regulators on issue remediation status including progress against milestones, risk identified, and any other potential impacts.
• Establish and sustain strong project management disciplines and routines with clear accountability for all deliverables required to complete requisite corrective actions through to issue remediation and closure.
• Establish formal communication process with stakeholders and senior business leaders to ensure timely escalation where required.
• Ensure issue process alignment, including clear roles and responsibilities, across the USPB and supporting functional area where applicable.
Qualifications:
• 15+ years of experience
• Proven track record of leading and executing against large and complex Projects and Programs.
• Ability to work across and build strong partnerships with all functional and business partners.
• Advanced knowledge of critical regulators, regulatory requirements, and Citi Compliance.
• Demonstrated understanding of business procedures, financial services, control, and regulatory industry knowledge.
• Ability to drive multiple programs through to a successful conclusion.
• Execution focused, evidence of delivering against challenging objectives.
• Ability to build trustworthy relationships with internal and external stakeholders.
• Process and Governance – ability to create structure in an ambiguous and rapidly evolving environment.
• Experience of coaching and developing others and managing a high performing team.
Education:
• Bachelor’s/University degree or equivalent experience, potentially Masters degree and managerial experience.
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Job Family Group:
Risk Management
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Job Family:
Operational Risk
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Time Type:
Full time
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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
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