Issue Management Group Manager

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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.

Responsibilities: 

• Provides leadership and direction through a large team of professionals and/or junior managers.
• Provide leadership to drive optimization and efficiencies in projects
• Assist management in guiding and influencing decisions that conform to business objectives
• Coordinate and manage all issues with key stakeholders.
• Drive issue quality reviews ensuring compliance with Issue Management Policy, Standards, and Procedures.
• Manage Business/Function Quality Control engagement over the complete lifecycle of high-impact issue remediations and primary remediation programs.
• Manages a comprehensive tracking and reporting issue inventory, including issue quality metrics for visibility on control gaps, Issues quality control processes, risk highlights, and escalating concerns.
• Provide challenge enabling the key stakeholders to implement sustainable solutions to address root causes
• Leverage analytics to assess issue remediation trends, identify key risks, and develop insights for process improvement.
• Proactively identify and analyze potential control gaps and operational risks across Citi, leveraging data analysis to assess impact and recommend proactive mitigation strategies.
• Collaborate with key stakeholders to develop comprehensive corrective action plans to address identified control gaps or failures
• Integrate lessons learned into the development of corrective action plans, promoting continuous improvement and timely closure of issues
• Ensure compliance 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
• 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: 

• 10+ 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.
• Track record leading Control related projects and programs
• Ability to see the big pictures with high attention to critical details.
• Develop and implement strategy and process improvement initiatives.
• Comprehensive knowledge 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.
• Expert 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.
• Expert understanding of compliance laws, rules, regulations, and best practices.
• Deep understanding of Citi’s Policies, Standards, and Procedures.
• Strong leadership, decision-making, and problem-solving skills.
• Strong 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

The U.S. Consumer Cards (USCC) – Issues Management – Senior Risk Officer is a strategic professional responsible for designing and driving end to end process improvements spanning the life cycle of a business Issue including: identification and documentation, root cause analysis, remediation planning, status monitoring and reporting, and closure activities. These activities will be conducted in close partnership with the Issue Owners within U.S. Consumer Cards. Excellent communication skills are required in order to negotiate internally, often at a senior level. Fully developed communication and diplomacy skills are required in order to guide, influence, and convince others, in particular colleagues in other areas. Accountable for significant direct business results or authoritative advice regarding the operations of the business. Necessitates a degree of responsibility over defining technical strategy. Responsible for handling staff management issues, including resource management and allocation of work within the team or project.

Responsible for providing Issue Management risk strategic analytics, information management across U.S. Consumer Cards products and reports to senior management. Significant interaction with a wide range of senior bank and risk management colleagues, as well as external stakeholders such as Issue Owners / Compliance / Legal / Operational Risk Management / Internal Audit. The position will provide leadership and oversight to the Issue Quality Coordinator (IQC) team, ensuring the effective execution of their independent quality review and challenge function as consistent with global procedures. This includes responsibility for the quality and consistency of the team's assessments of issue descriptions, root cause analyses, the appropriateness of Corrective Action Plans (CAPs), and issue severity ratings at all stages of the issue lifecycle. This position will function as a critical escalation point, resolving complex cases and fostering a collaborative but rigorous engagement between the IQCs and Issue Owners.

Furthermore, this position is expected to leverage the collective findings and data from the IQC team's reviews to identify systemic trends, recurring themes, and opportunities for process improvement within the broader Issue Management framework. By analyzing the quality review outcomes, the manager will provide strategic insights to senior leadership on the effectiveness of controls, remediation strategies, and overall risk culture, thereby driving continuous improvement and upholding the integrity of the issue management process.

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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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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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