Issue Management Quality Assurance, Director

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Job Overview

Individuals in Issue Management are responsible for the coordination and comprehensive management of issues with key stakeholders, such that Citi achieves and maintains compliance and appropriately remediates findings from internal and external reviews as well as self-identified issues. Includes coordinating with key stakeholders to investigate controls gaps or failures, develop corrective action plans, and provide robust challenge enabling the key stakeholders to implement sustainable solutions by addressing root causes and adopting enhanced discipline including consideration of lessons learned for the timely closure of issues.

The Issue Management Quality Assurance Director is a senior management position within the Services Controls and Issue management organization. The role holder is responsible to provide independent and objective assessment on the effectiveness, quality and timeliness of the remediation of high severity issues (including MRIA/MRA).

The position will have a high level of visibility within the organization with opportunities to work directly with Executive Management and will interact very closely with other functions throughout Citi, including the Businesses, Risk, ICRM, as well as Enterprise Technology, & Operations. Issue Management Quality Assurance Director will be instrumental in establishing and implementing quality assurance processes within Services globally.

Responsibilities: 

• Act as a key resource for Issue Management teams to advise and support on the effective design and implementation of issue remediation plans, through a review and challenge of Issue description and scope, corrective action plans (CAP) and data quality of system input to ensure appropriate risk mitigation efforts are made in accordance with Control Framework.
• Lead and ensure on-time and quality execution of comprehensive QA reviews across assigned portfolio of High Severity issues, in compliance with Issue Management Policy, Standards and Procedures.
• Create and maintain consistent and best in class QA protocols. Ensure that the process provides oversight and reporting across the lifecycle of the High Severity issues.
• Demonstrate expertise of risk management and control, as well as in-depth knowledge of the assigned portfolio, and interdependencies with other Issues/Regulatory Commitments.
• Drive robust challenge enabling the key stakeholders to implement sustainable solutions to address root causes.
• Escalate any concerns/observations to relevant senior stakeholders and support them to identify solutions.
• Publish quality and on-time QA status reporting to Services leadership.
• Design and implement testing approach and validation strategy for the portfolio of High Severity issues, including MRAs.
• Provide QA closure clearance.
• Ensure Citi is compliant with all relevant regulatory requirements and internal policies
• Foster strong partnerships with internal audit, business units, and senior management, communicating effectively to drive issue resolution, influence decision-making, and promote a culture of risk awareness
• Serve as the senior QA representative on various key senior Risk and Control Committees.
• 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 teams and create accountability with those who fail to maintain these standards

Qualifications: 

• 15+ years of experience in operational risk management, compliance, audit, or other control-related functions in the financial services industry.
• Ability to identify, measure, and manage key risks and controls.
• Demonstrate sound business judgment.
• Ability to see the big pictures with high attention to critical details.
• Develop and implement strategy and process improvement initiatives.
• In depth understanding of Citi’s businesses and functions and their risk profiles. 
• Developing new ideas and improving current processes to proactively mitigate risks.
• Requires an ability to provide challenge and make recommendation for risk and controls remediation.
• Excellent knowledge in the development and execution for controls.
• Proven experience in control related functions in the financial industry.
• Proven experience in implementing sustainable solutions and improving processes.
• Deep understanding of compliance laws, rules, regulations, and best practices.
• Deep understanding of Citi’s Policies, Standards, and Procedures.
• Demonstrate exceptional leadership, decision-making, and problem-solving skills.
• Excellent analytical skills to evaluate complex risk and control activities and processes.
• Ability to deliver compelling presentations and influence executive audiences.
• Strong sense of accountability and ownership, with strong results orientation.
• Excellent communication skills; ability to engage and inspire across stakeholder groups.
• Exceptional command in Microsoft Office suite, particularly Excel, PowerPoint, and Word.

Education: 

Bachelor's/University degree, Master's degree preferred

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Job Family Group:

Controls Governance & Oversight

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Job Family:

Issue Management

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Time Type:

Full time

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Primary Location:

Getzville New York United States

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Primary Location Full Time Salary Range:

$170,000.00 - $300,000.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Most Relevant Skills

Analytical Thinking, Communication, Constructive Debate, Controls Lifecycle, Issue Management, Management Reporting, Policy and Procedure, Risk Management, Root Cause Analysis.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Anticipated Posting Close Date:

Sep 05, 2025

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