BANAMEX // ISSUE MANAGEMENT OFFICER GCB CLUSTER (C12)

The Issue Management GCB Cluster area is part of the Issue Management Organization in Mexico and reports to the In-Business Control Officer GCB Cluster (IBCO) and has a close and continue interaction with In-Business Control Officer for Legacy Franchise (IBCO LF) and Governance and Control Office (OGC). This area is fully dedicated to GCB issues management, and the primary purpose of this role is to facilitate communication and coordination between his/her managed business(es) and the rest of the organization (including 1st, 2nd & 3rd Lines of defense and different cross and support business areas), acting as a primary support contact for issues management related matters. The incorporation of this role within the organization is an enabler for improvement, maturity, and sustainability of the issues management practice in Mexico.

Responsibilities:

The Issue Management Senior Manager accomplishes results through the management of professional teams and departments.

• Integrates subject matter and industry expertise within a defined area. Contributes to standards around which others will operate.

• Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function.

• Requires basic commercial awareness.

• Developed communication and diplomacy skills are required to guide, influence, and convince others, in particular colleagues in other areas and occasional external customers.

• Has responsibility for volume, quality, timeliness, and delivery of end results of an area.

• Full management responsibility of a team, which may include management of people, budget, and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations and may include budget approval.

• Utilizes Issue Management processes and project management methodology (Policy, Standard and Procedure) from the initiation, planning, control requirements, execution, and closing phases of each issue; end results may include improved productivity, technology, processes, cost savings, and controls. Keeps abreast of the organization’s operational processes and best practices for business strategy.

• Produce the weekly Incident Management Report communicated with all senior leaders in supported Lines of Business. Facilitates and ensures Issue Management Quality Standards are met for issues documented.

• Build partnerships with supported Line of Businesses Operations leaders, process owners, client experience leaders, control leaders, and Training, so that efforts are aligned with strategy and department efforts, regular two-way communication exists, downstream impacts are considered, and business solutions are optimized.

• Develops and produces issue and incident metrics for Senior Leadership on a weekly, monthly, and quarterly basis. Perform quality assurance over issues being reported on multiple executive level reports to include Monthly Operations Decks and Weekly Control Decks.

• Ability to manage teams. Leverage communication and influencing skills to guide issue and corrective action plan owners and issue managers during times of distress during the issue management process.

• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

• Effective Issues Management along GCB Cluster, including early identification, prompt escalation, alignment to global/local policies and regulators.

• Lead Issue Owners and Stakeholders for accurate issue definition, effective root cause analysis, project planning that integrates all the work required and all predictable dependencies, and timely resolution avoiding risk non-compliance and breaches. 

• Responsible for interaction and thought leadership in working with both Internal Audit and External regulators, and ownership of quarter end control results reviews with Business Partners.

• Leads planning, directing and coordination of day-to-day activities of Issue Management with a Strategic, tactical, and operative view.

• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup.

Qualifications:

• Knowledge of project management methodologies and tools, Microsoft Office packages (Word, Excel, PowerPoint).

• Knowledge of agile management practices.

• Knowledge of the Issue Management process and culture within the GCB businesses (Digital Channels, Retail & Branches, Sales Channels, Consumer Products, Consumer Lending, Consumer Risk, Wealth Management, Payments & Receivables and Chief Operating Officer).

• Leadership and team building capabilities.

• Presentation, facilitation, communication, and negotiation with the client.

• Conflict resolution skills and problem-solving techniques.

• Resolute and proactive, high risk management capacity.

• Coordination of a multidisciplinary work teams and acting as a negotiator, challenger, and conciliator with the rest of the organization.

• To be a promoter faced Senior Management of the results of correct risk management and mitigation, continuous improvement, sustainability, and the assurance of the culture of control throughout the organization.