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Exception Management Reporting Sr. Analyst

Job Req ID 22515665 Primary Location Jacksonville, Florida; Tampa, Florida; Stamford, Connecticut Job Category Risk Management
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The Risk Policy Officer is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.


  • Ideal candidate will have extensive familiarity with iCAPS system - including management of Issues, CAPs and Exceptions - as well as the IT Policy / Standard and Exception and Issue Management Standard.

  • Support the ITPSE module in iCAPS, including identification of necessary enhancements; requirements definition; working with the iCAPS Product team and iCAPS lead to prioritize as necessary and drive to implementation; provide assistance for SME Reviewers; provide Level 3 support for ITPSE system issues; and oversee entitlements.

  • Support the owner of the IT/IS/CoB related Issue sources in iCAPS and related upstream and downstream systems in all activities (level 3 support, system enhancements, process enhancements, prioritization, backend update request approvals, etc.)

  • Support dashboard activities, including migration of manual processes to automated dashboard processes.

  • Assist with management of the ITPSE-IM Standard in terms of keeping content up to date and reflective of current practice; proactively identify areas for enhancement or refresh and draft revisions/updates as appropriate; represent document through the course of governance reviews and approvals, through publication.

  • Serve as subject matter expert for iCAPS Issue, CAP and Exception management for OTBRC, addressing and resolving questions and concerns from the IT, IS, CoB communities.

  • Manage BAU and ad hoc requests for analysis and/or reporting of Issue, CAP and Exception data by leveraging iCAPS and various analysis and reporting tools; create presentation materials to illustrate analysis outputs.

  • Manage Exception QA, including overseeing automated process to validate that outputs are optimized and functioning as expected; work with partners within OTRA to maintain QA rules; drive adjustments, creation/removal, and enhancement of QA rules on an ongoing basis to maintain effective QA rule set.

  • Represent OTBRC in enterprise iCAPS working group discussions to ensure that key needs and interests are understood.

  • Perform QA testing for iCAPS system updates, including taking a lead role in identifying and communicating any concerns or defects that will impact OTBRC or our stakeholders throughout the IT/IS/CoB stakeholder community.

  • 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.


  • 6-10 years relevant experience is required.

  • Experience working with iCAPS and Issue/Exception Management will be desirable

  • Highly ethical and with integrity

  • Excellent verbal and written English communication skills

  • Effective listening skills

  • Candidates must have effective negotiation skills, a proactive and 'no surprises' approach in communicating Risk issues, strength in sustaining autonomous views

  • Able to work across levels in risk management and also with other operations and business teams

  • Excellent Presentation skills – adept at presenting effectively to audiences of various sizes and adapting style as necessary

  • Able to identify and influence key decision makers across various levels and functions within the organization

  • Able to work in a rapidly changing external environment and support business in a highly competitive and challenging market


  • Bachelor’s/University degree, Master’s degree preferred


Job Family Group:

Risk Management


Job Family:

Risk Policy


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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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.

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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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