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COVID-19:

The health and safety of our colleagues and candidates for employment are our highest priority. Accordingly, Citi continues to monitor the COVID-19 situation closely. We have implemented precautionary measures across our firm globally, including conducting all candidate interviews virtually on a temporary basis until further notice where needed.

Operational Risk Sr Officer 1 (SVP/C14)

Job Req ID 22476913 Primary Location Jacksonville, Florida; Atlanta, Georgia; Irving, Texas Job Category Risk Management
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The Operational Risk Sr Officer I is a strategic professional who closely follows latest trends in own field and adapts them for application within own job and the business. Typically a small number of people within the business that provide the same level of expertise. Excellent communication skills required in order to negotiate internally, often at a senior level. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Accountable for significant direct business results or authoritative advice regarding the operations of the business. Necessitates a degree of responsibility over technical strategy. Primarily affects a sub-function. Responsible for handling staff management issues, including resource management and allocation of work within the team/project.

Responsibilities:

  • Establishes and oversees the application of operational risk policies, technology and tools, and governance processes to create lasting solutions for minimizing losses from failed internal processes, inadequate controls, and emerging risks.
  • independently asses risks and drive actions to address the root causes that persistently lead to operational risk losses by challenging both historical and proposed practices.
  • Governance and oversight may include (not limited to) technology operational risk, cyber risk for example.
  • Serves as a subject matter expert for all performance issues that surface.
  • Issues Management (KPI/KRI/Corrective Action Plans)
  • Resolves transactional level escalations coming from the vendor or internal partners
  • Analyzes a multitude of scorecards/performance management tools in an attempt to mitigate exposure (risk/financial/regulatory)
  • Monitors goals are met through performance, risk and relationship oversight of our extended supply chain and ensures compliance
  • Collaborates to resolve any issues which fall within the terms of the contract. Escalate those that require commercial or legal support.
  • Develops and maintains relationships across the business users and Lines of Defense to better understand and deliver customer requirements by responding to changes in the internal and external business environment
  • 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.

Qualifications:

  • 10+ years relevant experience
  • Outstanding communication and influencing skills through all levels of the organization and with external partners and vendors. Exceptional relationship management skills; must be able to address and resolve conflict while maintaining relationships. In depth knowledge of Mortgage Servicing Operational processes and technology platforms supporting the Operations. Ability to effectively communicate complex topics to a broad audience.
  • Detailed oriented with analytical skills, as the role requires a large amount of data manipulation and presentation. Expert in Microsoft Office Tools.
  • Third Party Oversight/Vendor Oversight experience preferred

Education:

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

Additional Responsibilities Include:

·This manager will foster collaborative relationships with decision makers and stakeholders.

·Lead the development and deployment of gap assessment templates across regions & countries, internally and with third party suppliers for customer facing processes. Analyze the data thus received to clearly identify gaps. Collaborate with regions and countries to develop solutions for removing the gaps.

·In addition, evaluate critically, the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding for the delivery of remarkable experiences.

·Coordinate periodic reviews and “working” team meetings across the regions in a virtual environment.

·Coordinate internal/external benchmarking of strategic capabilities and other performance KPIs.

·Operationalize KPIs and KRIs cross-functionally to ensure appropriate accountability for timely and accurate resolution of complaints in collaboration with country/regional representatives.

·Engage in multiple initiatives simultaneously while leading the team to do the same.

·Communicate proactively and collaborate with external and internal customers to identify solutions for generating superior experiences.

·Work with the Business and IT teams, and potentially vendors, to define strategic capabilities that are necessary to deliver superior experiences in a multi-channel environment.

·Coordinate periodic monthly reviews with key stakeholders to demonstrate progress against initiatives and objectives.

·Keep abreast of emerging consumer and financial/banking regulatory trends and new service innovations that may lead to strategic capabilities for delivering superior experiences.

·Coordinate benchmarking of strategic capabilities and other Key Performance Indicators. .

·Provide direction and technical leadership on cross-region/high-priority projects.

·Collaborate with Instructional Design/Training organizations, Regional representatives, and other GxT colleagues to effectively execute change.

·Deal effectively with managers and supporting personnel across regional and functional lines with little or no formal authority while maintaining creditability within the organization.

·Drive and challenge business units on their assumptions of how they will successfully execute their plans. Be a change agent.

·Demonstrate successful problem solving skills.

·Demonstrate successful people management and development skills across virtual teams and diverse skill sets.

Qualifications:

  • Bachelor's Degree in Business, Industrial Engineering, Marketing or related field or equivalent experience.
  • Minimum of 10 years’ experience in strategic project management, including management of large flagship initiatives. The ideal candidate is expected to have knowledge and experience with project management methodologies and tools to effectively drive planning, execution, and control of numerous aspects of the initiative globally.
  • Excellent verbal and written communication skills.
  • Ability to interact professionally with diverse groups, executives, managers, and subject matter experts.
  • Ability to work across the globe, different time-zones, and cultures.
  • Strong understanding of Call and Contact Center groups who support banking products (Retail, Cards, Mortgage, and Investments) including Revenue and Cost Drivers.
  • Strong interpersonal skills at all levels of management and ability to motivate employees/teams that do not directly report to the position to apply skills and techniques to solve dynamic problems; excellent teamwork skills.
  • Ability to quickly gain credibility to influence decision makers and influencers.
  • Excellent management, leadership, analytical, team building, interpersonal, communication and customer service skills.
  • Applies creativity to problem analysis and resolution in complicated situations.
  • Demonstrated ability to synthesize, prioritize and drive results with a strong sense of urgency
  • Pragmatic problem-solver, forward thinker with independence of thought
  • Strong interpersonal, communication, presentation and influencing skills
  • Prior success working in a large, highly-matrix and complex organization; able to set priorities and 'triage' in a fast-paced, dynamic environment
  • Franchise player- -broad, critical thinker with the ability to effectively leverage the capabilities of the organization to meet business priorities
  • PMP and/or Lean Six Sigma certification – a plus.

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Job Family Group:

Risk Management

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Job Family:

Operational Risk

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Time Type:

Full time

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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.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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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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