Head of Services In-Business Operational Risk and Resiliency, Managing Director

The Services In-Business Operational Risk and Resiliency Head is a first line of defence specialist who oversees, manages, and executes operational risk and control responsibilities and drives operational resilience, including continuity of business and crisis management.

The role holder will support the Services Exco and work with the Global Services Product and Cluster Business Heads, Controls Heads, Services partner teams (Operations and Technology) to establish and monitor a robust framework that enables effective operational risk and control management. This includes assessing and providing objective views on risks, controls, and trends, and implementing change as required, for all operational risk types (Third Party, Fraud, Processing, cyber, data etc). The role holder will work proactively with stakeholders to drive books of work to remediate root causes of issues and operational risk events.

This position will report directly to the Head of Services Controls and Regulatory Management.

Key Responsibilities

• Drive, support and enable the Services business operational risk management strategy
• Identify, quantify, prioritize, and report key risks and vulnerabilities within the Business.
• Lead the operational risk events cycle, which includes the escalation, capture, management, and analysis of operational risk events.
• Act as a subject matter expert on operational risk and resiliency to provide specialist risk and control advice and guidance and enhance the underlying risk management and control processes to prevent, detect and mitigate existing risks and identify emerging risks; lead periodic reviews of the Business’s processes and controls, and validate changes because of such reviews.
• Assess applicability of global policies and impact of local legal and regulatory requirements.
• Maintain oversight over emerging and existing risks, issues, control weaknesses, control processes, corrective actions, control validations, and control enhancement initiatives.
• Partner with controls, testing and monitoring leads to track progress to ensure timely completion, and work with the process owners to develop action plans that remediate any gaps
• Establish and monitor KRIs across the different risk types
• Support the Services business on all regulatory reviews and internal audits to ensure appropriate preparation, pre-review assessments and post-review remediation.
• Drive the response to existing and new regulatory definitions of operational resilience and the associated programs to ensure business compliance with those programs
• Stewardship of business disruption risk in the Services businesses whilst connecting dots across critical business services and processes
• Represent the Services business globally in operational resilience governance forums.
• Create structure for operational resilience programs for optimal utilization of resources, activities, and governance while meeting requirements of various regulatory bodies.
• Ensure appropriate training and awareness of global Services staff on operational risk and resilience.

Qualifications & Leadership Characteristics

• Broad experience in risk management including a successful track record of managing large complex enterprise-wide risk management programs at a large financial services organization.
• Strong analytical and strategic thinker.
• Pragmatic and execution focussed, linking frameworks to business processes and risk
• Hands on operator and enabler, who can partner with business lines to understand and deliver effective risk management and controls solutions
• Experienced risk challenger who balances risks vs. rewards aligned with corporate risk culture.
• Understanding of the products and services Citi offers and how risk management practices contribute to other work across Citi / understand downstream impacts of decisions made.
• Consistently reads diverse situations accurately and takes appropriate action to gain senior stakeholder commitment.
• Strong leadership skills with a proven track record of working with a diverse range of skill sets and perspectives, recognizing that the power of Citi is the sum of its parts.
• Track record of recruiting and managing talent and driving change; ability to manage through influence (e.g. management in the absence of reporting lines or with matrix reporting)
• Ability to constructively challenge others at all levels and across boundaries to deliver better results.
• Continuous improvement mind-set to solve for root causes, assess impact of actions and adjust as needed; simplify and standardize at every opportunity.

Education, Knowledge, Experience and Qualifications

• 15+ years of domain experience in operational risk management in the banking/financial services industry with at least 5+ years in 1st, 2nd or 3rd line senior leadership positions.
• Knowledge of Services business, products, and operations
• Up to date understanding of key risk and control concepts, tools and trends relating to risk.
• Strong, direct experience in regulatory engagement.
• Ability to respond to challenges with creative solutions, adapts to changing business needs.
• Demonstrated ability to make sound judgment calls on issues that can be both quantitative and qualitative in nature.
• Acts as a role model for managing people, coaching, and serving as a mentor.
• Champions diversity and seeks to recruit, retain, and develop talent. Supports mobility.
• Excellent communications skills verbal & written. Active listening skills.
• Masters’ Degree/specialized training in risk management, business and/or engineering related fields highly preferred.
• Extensive experience in communicating with senior audiences including Boards - both written and verbal.

Development Value

• A broad view of large, diverse, and complex Services business globally
• Opportunity to grow in a challenging business environment.
• Engagement with all aspects of the business, within Services and across Citi

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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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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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