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Governance and Change Management Manager


Position Summary

Citi Cards North America (N.A.) is the market leader in the credit card industry. With a pre-eminent global brand and distribution, Citi Cards N.A. encompasses approximately 160 different cards and embraces more than 120 million customer accounts. Citi Cards N.A. maintains its leadership position by identifying needs and creating advanced products and payment systems to fill them. This franchise stands as a leader in customer service technology, security, and fraud prevention. We believe it is a priority to attract outstanding people and provide them with rewarding and fulfilling careers. Our success is achieved through the introduction of innovative products, strong partnership, and dedicated employees who are committed to excellence in whatever they do. The combination of financial strength and broad product scope at Citi Cards N.A. provides an opportunity for outstanding professionals to fully recognize their potential at a dynamic organization.

The Operational Risk Management (ORM) Utility organization, within Citigroup’s North American Card franchise, is responsible for the Branded Cards and Retail Services In-Business control functions; including reporting of Key Risk Indicators, Operational Losses and Issues Management. ORM is also responsible for Supplier Risk Management, Audit relationship management, control forums management, process documentation including the Annual Risk Assessment(ARA) for the Managers Control Assessment(MCA), control monitoring, self-assessment testing, issues management and project management.

The Governance and Change Management Manager will be part of a team that supports the Citi Cards N.A. organization with strengthening the already strong control environment. More specifically, the manager will proactively engage with various initiative owners throughout the Branded Cards organization and cross-functional partners to identify, arrange and follow-through on identified initiatives requiring review by the Operational Risk Assessment committee.

Key Responsibilities

The Governance and Change Management Manager responsibilities include:

· Maintaining an inventory and Dashboard of ORA initiatives (Branded Cards and Retail Services).

· Presenting the ORA Dashboard no less than monthly to the Cards Control Forum to ensure awareness of the various initiatives across the many control organizations of Citi.

· Managing and coordinating the Operational Risk Assessment(ORA) oversight forum for Branded Cards, N.A., ensuring relevant topics are escalated to the appropriate forums, meeting minutes are captured, necessary decisions are made, and follow up items are prioritized and implemented.

· Providing support for management and coordination of the Operational Risk Assessment(ORA) oversight forum for Retail Services.

· Arranging presenter preparation meetings, including initiative review, meeting material preparation and logistics.

· Assisting initiative owners with preparation for presentation at ORA and escalated control forums.

· Ensuring ORA meeting materials; including presentations, meeting minutes, action items and follow-ups are captured and stored on a centralized Share Point site.

· Interacting with senior leaders throughout the organization on a routine basis.

· Identifying New Product Approval process enhancements and driving appropriate change.

· Maintaining awareness of the various control forums, coordinators and changes.

· Collaborating with leaders throughout the organization to mitigate risks identified in forums.

· Creating and facilitating training sessions for the New Product Approval process through ORA.

· Supporting efforts to remediate issues and opportunities identified through initiative reviews.

· Anticipating and resolving emerging issues based on initiative reviews. Integrating multiple sources of feedback, including but not limited to Internal Audit, Compliance, Legal to ensure full awareness and escalation of warranted issues.

Key Collaboration Points

In order to ensure executable strategies, this position may partner with the following Citi groups:

· Retail Services - All

· Independent Risk

· Operational Risk Management (formerly Enterprise Risk Management)

· Compliance (including AML)

· Credit Risk Management

· Service Delivery

· Legal



· Operations and Technology

· Business Practices

· Fair Lending


Leadership Competencies

Drivers Client Value

· Viewed as a key resource, partner and trusted advisor by clients

· Demonstrates an in-depth understanding of the client’s world and tailors solutions to best support their interests

· Brings insight and innovative ideas that drive value for clients

Delivers Results

· Is passionate about winning; sets clear and challenging performance goals for self and the organization

· Creates an executable path for achieving critical objectives and driving meaningful outcomes

· Provides a clear and consistent line of sight to all team members regarding the most critical work activities

Works as
a Partner

· Treats people with respect and works collaboratively across boundaries to achieve shared wins

· Demonstrates a global mindset; promotes and values the unique ideas and perspectives of all team embers

· Partners with others to create strong buy-in and commitment for the best ideas and solutions

Leads Change

· Supports and champions productive and innovative change

· Demonstrates optimism and agility in adjusting to new and emerging opportunities and challenges

· Prepares for the future by crafting forward-looking strategies and plans

· Promotes continuous improvement

Acts as

an Owner

· Takes the initiative to solve problems, create contingencies and minimize risks in order to protect the best interests of Citi and its clients

· Assumes responsibility and ownership for making difficult and bold decisions in order to support the business

· Consistently makes decisions that serve the best interests of Citi and its stakeholders

Great Teams

· Serves the team and organization by actively teaching, coaching talent and growing team members’ skills and capabilities

· Creates a positive team environment in which people of diverse backgrounds feel valued , respected and appreciated
Fosters meritocracy and inspires the team to stretch beyond what they thought was possible

Other Qualifications

· Bachelor’s degree required.

· Experience with WebEx, bridge lines, video conferencing.

· Strong communication skills, including written communication (i.e. email, memos for senior leaders, training material, presentation creation).

· Fundamental Power Point, Visio and Excel knowledge.

· Demonstrated relationship management skills with ability to deepen relationships and build partnerships across business units and key functional support areas.

· Demonstrated ability to influence a group of diverse stakeholders and drive accountability and ownership with key business partners and process owners.

· Six Sigma or other relevant training is added value.

· Strong judgmental and critical thinking skills. Detail oriented, with proven ability to challenge and identify opportunities within existing processes and business practices.

· Experienced with document management and process automation.

· Superior organizational skills, with proven ability to successfully manage multiple, concurrent priorities.

· Functional knowledge of the Cards business and applicable rules, regulations, and processes preferred.

· In depth knowledge of control development, monitoring and testing processes and risks.

· Strong communication, reporting, presentation and influencing skills.


Bachelor's Degree

Job ID: 14054819


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