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BP&A Group Manager - C14

Job Req ID 21350400 Primary Location Irving, Texas; Jacksonville, Florida Job Category Operations - Core
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As part of the Global Standards and Analytics organization, the Issue Analytics team is responsible for driving centralized, repeatable data and analytics support across NAM Operations for customer-impacting operational issues requiring remediation.  This is accomplished through robust data management and analytics processes, standardized data artifacts, leveraging of best practices and strong partnership/collaboration with Operations, CBORC, Issue Management and Internal Audit.

The BP&A Group Manager (C14) is a senior management level position responsible for accomplishing results through the management of the Issue Analytics team in an effort to facilitate accurate remediation, and timely closure, of customer-impacting operational issues.

This group manager will be responsible for oversight of a few operational functions. The group manager will work with functional analytic leads to perform the Issue Analytics, such as population identification.


The purpose of this role is to provide strategic direction to a team of highly technical data analysts tasked with:

  • Identifying the specific data sources, and underlying data elements, that will be used to isolate the “Starting Universe” of all customers who may be eligible for Remediation/Redress
  • Developing filter/exclusion logic to accurately identify the specific customers impacted by the operational issue, requiring Remediation/Redress
  • Executing an independent data quality assessment (Checker) of the “Starting Universe”, impacted customer analysis, and remediation amount calculations
  • Producing a standardized deliverable package to document the analysis executed to identify impacted customer populations, the calculations conducted to identify the total redress amounts for each customer group, the Maker-Checker data quality assessment process/results, as well as any limitations and gaps associated with the redress analysis

In addition, the manager will:

  • Directly manage a small team of business analysts and indirectly manage a team of data analysts
  • Establish the standardized approach, templates and data artifacts required to drive timely customer remediation and issue validation/closure.
  • Partner closely with Operations, CBORC, Issue Management and Internal Audit to document the engagement model (e.g. how work requests will be communicated, timing of deliverables and touchpoints, roles and responsibilities, etc.)
  • Demonstrate intellectual curiosity and provide thought leadership for leveraging emerging technologies and tools that will reshape the data/analytic capabilities of the organization
  • Provide timely communication of progress, next steps, risks, etc. to Senior Leadership


  • 10+ years of relevant consumer financial services industry experience, with extensive knowledge in consumer lending with particular focus in operations
  • Proven record of achievement in leading (directly or indirectly) an analytical team with discipline and process
  • Demonstrates an ability to anticipate and react appropriately to important changes in the business direction and customer behaviors and preferences
  • Strong interpersonal and communication skills; proven ability to engage and influence business and technology stakeholders across levels within an organization on complex technical concepts
  • Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network
  • Strong People Management experience 5+ years
  • Excellent people leadership skills, with the ability to envision a different future state and motivate and inspire others to create it

Understanding of Citi data environment is strongly preferred

This role is eligible to sit at other Citi US Operations site locations


Job Family Group:

Operations - Core


Job Family:

Business Planning & Analysis


Time Type:

Full time


Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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