Issue Management Lead Analyst

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

As an Issue Management Lead Analyst, you will play a key role in strengthening Citi's control environment by managing the full lifecycle of event/issue escalation and resolution. This position requires you to proactively identify, assess, and resolve control gaps and operational issues. You will work with stakeholders at all levels, requiring strong communication, problem-solving, and decision-making skills. Your work is essential for ensuring compliance with internal policies and external regulations, which protects Citi's reputation and promotes a strong risk management culture.

Your main goal is to challenge the status quo to ensure that solutions are sustainable, root causes are fully identified, and lessons learned are applied to our processes. As part of the Issues Management team, you will be responsible for coordinating the entire event/issue lifecycle, making sure that our escalation, control, and reporting process and systems are effective and aligned with Citi's standards. This includes working with stakeholders to investigate control failures, create corrective action plans, and instill a discipline that ensures all issues are closed efficiently and on time.

Responsibilities: 

• Strategic Event Management: Oversee the complete lifecycle of operational events, from initial identification and assessment through to escalation, reporting, and final disposition, ensuring a robust control environment.
• Escalation Framework Leadership: Define, implement, and clearly communicate comprehensive escalation paths and protocols, enabling all staff to promptly identify and report potential events.
• Manager Enablement & Oversight: Equip managers with essential knowledge and tools to effectively confirm, conduct due diligence, and accurately enter Preliminary Impact Assessments (PIAs) into the Global Escalation Platform (GEP) within established timelines.
• Policy Adherence & Governance: Implement and continuously monitor adherence to Citi's Escalation Policy and Standard requirements, partnering with Second Line of Defense stakeholders to ensure consistent application across all risk categories.
• Issue Remediation & Quality Assurance: Lead and support the coordination and comprehensive management of issues within systems like Integrated Corrective Action Plan System (iCAPS). This includes facilitating quality reviews to ensure strict compliance with Issue Management Policy, Standards, and Procedures.
• Quality Control & Program Support: Facilitate Business/Function Quality Control engagement throughout the lifecycle of high-impact issue remediations and critical remediation programs.
• Reporting & Analytics: Review and analyze the Escalation Event inventory to identify themes, trends, and recurring root causes. Maintain and report on a robust issue inventory, including key quality metrics from platforms like iCAPS. Utilize analytics to assess remediation trends, identify systemic risks, and derive insights for continuous process improvement.
• Root Cause Analysis & Challenge: Critically evaluate and guide stakeholders in developing and implementing sustainable corrective action plans that address root causes and incorporate lessons learned. Ensure recurring themes, such as repeat control failures, are highlighted for holistic review and remediation.
• Control Gap Identification: Proactively identify and analyze potential control gaps and operational risks across Citi, utilizing data analysis to assess impact and inform mitigation strategies.
• Regulatory & Policy Compliance: Ensure all activities align with relevant regulatory requirements and internal Citi policies, promoting an unwavering commitment to compliance.
• Stakeholder Engagement & Influence: Partner effectively with Internal Audit, business units, and senior management to drive event and issue resolution, influence strategic decision-making, and promote a strong culture of risk awareness and accountability.
• Process and Manual/Guide Management: Coordinate the triage process for Escalation Events before submission into the Global Escalation Platform to ensure completeness and accuracy. Maintain an operating manual/guide and conduct annual reviews, ensuring alignment with the Global Escalation Procedure and Global Issue Management Procedure.
• 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: 

• Minimum of 6-10 years of experience
• of progressive experience in operational risk management, compliance, internal/external audit, or other control-related functions within the financial services industry. Experience in the US marketing sector is a significant advantage. Experience as an Escalation Champion or Project Manager or in a similar role is beneficial.
• Communication & Influence: Superior verbal and written communication skills, with a proven ability to synthesize complex concepts, present effectively to senior management, and influence stakeholders across various levels.
• Problem-Solving & Decision-Making: Strong critical thinking, problem-solving, and decision-making capabilities, coupled with a detail-oriented approach. Demonstrated ability to apply critical thought in evaluating business problems and articulating problem statements concisely.
• Accountability & Drive: High sense of urgency, strong results orientation, and a demonstrated ability to take initiative, work autonomously, and prioritize effectively in a dynamic environment. A self-starting team player with the ability to multitask.
• Collaboration & Leadership: Ability to foster support, build consensus across diverse stakeholders, and contribute to group and business objectives.
• Issue Management Acumen: Proven experience in managing complex issues, developing corrective action plans, implementing sustainable process improvements, and driving timely closure.
• Risk & Control Expertise: Demonstrated ability to identify, measure, manage, and monitor key risks and controls. Strong knowledge of control development, execution, and enhancement, with a solid understanding of financial services control environments and business processes.
• Analytical Prowess: Exceptional analytical skills with the ability to evaluate complex risk and control activities, assess remediation trends, identify key risks, and leverage data for actionable insights.
• System Proficiency: Demonstrated experience with event/concern intake and issue management platforms, specifically Global Escalation Platform (GEP), Issue Management Process Automation Control Tool (IMPACT), and Integrated Corrective Action Plan System (iCAPS), or similar enterprise-level systems.
• Policy & Regulatory Understanding: In-depth understanding of compliance laws, rules, regulations, and best practices within the financial industry. Familiarity with Citi's internal Policies, Standards, and Procedures is highly desirable.
• Program Management: Moderate experience in providing effective ongoing program management support, including continuous program improvement.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) is required.

Education: 

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

------------------------------------------------------

Job Family Group:

Controls Governance & Oversight

------------------------------------------------------

Job Family:

Issue Management

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Most Relevant Skills

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

------------------------------------------------------

Other Relevant Skills

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

------------------------------------------------------

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.