SVP / Lending Operations Process Quality Assurance Lead

Responsibilities:

• Establish and oversee comprehensive Quality Assurance (QA) testing across all High-Risk Processes (as defined by Citi’s Operational Risk Management (ORM) Policy), timeliness of testing, delivery of results and metrics to Lending Operations senior management.

• Work with lending Operations managers to identify root causes potential impact of QA findings and observations and provide suggestions for remedial actions to mitigate identified risks.

• Deliver periodic management reporting and metrics (KRIs / KPIs) to Lending Operations management.

• Present QA testing results in the global monthly QA Forum.

• Partner with the Independent Risk and Control (IRC) team to agree on root causes, identify whether defects identified are potential Operational Risk Events (OREs)

• Respond to queries received from Independent Risk and Control (IRC), Internal Audit, BFQC, ORM etc.

• People management responsibilities including recruitment and delivery of Performance Improvement Plans (PIPs) as needed.

• Analyze impact of new policies, procedures, and regulations on QA processes.

• Partner with the MCA team for use of QA testing results for MCA.

• Create training and development opportunities for QA Team.

• Ensure comprehensive QA framework and coverage for clusters.

• Develop and implement a Continuous improvement program.

• Assess the impact of new Policies and Procedures as well as Lending Operations process changes and provide inputs from QA perspective.

• Design and implement team engagement framework/

• Proactively review metrics and KPI’s to identify emerging trends.

• Conduct root cause analysis on past data and isolate any recurring trends.

• Manage new QA launches, implementations and “Go-Lives”.

• Ensure reporting of deficiency on a timely basis to Lending Operations managers and timely feedback loop.

• Act as primary point of contact for assigned clusters.

• Take ownership of team development and mentoring.

• Build relationships across various verticals of Lending Operations and create an environment of open discussion / innovation.

• Ensure timely escalation of operational risks incidents to relevant contact points.

• Pro-actively update QA procedures and other related documents.

• Respond to queries received from Independent Risk and Control (IRC), Internal Audit, BFQC, ORM etc.

• People management responsibilities including recruitment and delivery of Performance Improvement Plans (PIPs) as needed.

• Work with other cluster Leads to ensure consistency of processes and testing.

• Oversee continuous improvement plan and track implementation and success of initiatives.

• Oversee remediation projects / initiatives including migration rollouts.

Qualifications:

• 10+ years of relevant experience

• Reasonable knowledge of business processes & procedures, products & services in loan operations; or operations management experience required

• General awareness of managing, preparing, and reviewing loan documentation

• People management experience required

• Expert in identifying, mitigating, managing, resolving, and escalating risks and issues

• Experience reviewing processes and procedures documents to identify breaks

• In-depth awareness of risk types, policies and control measures and processes

• Comply with applicable laws, rules, and regulations, and adhering to Policies

• Bi-lingual (English and Spanish) preferred

Education:

• Bachelor’s/University degree, Master’s degree preferred or equivalent experience

• Establish and oversee comprehensive Quality Assurance (QA) testing across all High-Risk Processes (as defined by Citi’s Operational Risk Management (ORM) Policy), timeliness of testing, delivery of results and metrics to Lending Operations senior management.
• Work with lending Operations managers to identify root causes potential impact of QA findings and observations and provide suggestions for remedial actions to mitigate identified risks.
• Deliver periodic management reporting and metrics (KRIs / KPIs) to Lending Operations management.
• Present QA testing results in the global monthly QA Forum.
• Partner with the Independent Risk and Control (IRC) team to agree on root causes, identify whether defects identified are potential Operational Risk Events (OREs)
• Respond to queries received from Independent Risk and Control (IRC), Internal Audit, BFQC, ORM etc.
• People management responsibilities including recruitment and delivery of Performance Improvement Plans (PIPs) as needed.
• Analyze impact of new policies, procedures, and regulations on QA processes.
• Partner with the MCA team for use of QA testing results for MCA.
• Create training and development opportunities for QA Team.
• Ensure comprehensive QA framework and coverage for clusters.
• Develop and implement a Continuous improvement program.
• Assess the impact of new Policies and Procedures as well as Lending Operations process changes and provide inputs from QA perspective.
• Design and implement team engagement framework/
• Proactively review metrics and KPI’s to identify emerging trends.
• Conduct root cause analysis on past data and isolate any recurring trends.
• Manage new QA launches, implementations and “Go-Lives”.
• Ensure reporting of deficiency on a timely basis to Lending Operations managers and timely feedback loop.
• Act as primary point of contact for assigned clusters.
• Take ownership of team development and mentoring.
• Build relationships across various verticals of Lending Operations and create an environment of open discussion / innovation.
• Ensure timely escalation of operational risks incidents to relevant contact points.
• Pro-actively update QA procedures and other related documents.
• Respond to queries received from Independent Risk and Control (IRC), Internal Audit, BFQC, ORM etc.
• People management responsibilities including recruitment and delivery of Performance Improvement Plans (PIPs) as needed.
• Work with other cluster Leads to ensure consistency of processes and testing.
• Oversee continuous improvement plan and track implementation and success of initiatives.
• Oversee remediation projects / initiatives including migration rollouts.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

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