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US Consumer Regulation Executive – Telephone Consumer Protection Act

Job Req ID 21383650 Primary Location New York, New York; San Antonio, Texas; Wilmington, Delaware; Washington, DC; Jacksonville, Florida; Charlotte, North Carolina; Chicago, Illinois; Atlanta, Georgia; Florence, Kentucky; Irving, Texas Job Category Risk Management
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The Regulation Executive is responsible for risk management strategy across the U.S. Consumer Bank businesses to effectively identify and mitigate end-to-end regulation adherence risks for assigned regulation(s). This may also include coordination across sectors and regions where applicable, to drive franchise-wide adherence to regulatory obligations.

Responsibilities include defining the risk tolerance threshold, minimum control standards, governance processes, and key performance indicators designed to identify and address regulatory risk.  The candidate will partner with colleagues in Legal, Compliance, Independent and Operational Risk, Business/Product Lines, and Operations & Technology to understand the business environment and ensure regulatory risks are properly identified, interpreted, addressed, and managed.  The role will coordinate with 1st line Process Owners responsible for processes related to the regulation and will be responsible for identifying specific regulatory risk goals to drive accountability. The candidate will also drive MRA remediation and corrective actions in partnership with business managers, mobilizing appropriate owners and resources to complete remediation.  These activities involve partnering with consumer business managers to understand how specific laws, regulations, and internal policies apply to their businesses; ensuring business processes are designed and implemented to mitigate regulatory risk and that controls and monitoring are adequately designed and are properly executed to mitigate regulatory deficiencies.  The candidate will be responsible for designing and managing appropriate governance and reporting routines to ensure regulatory risks, issues, and performance metrics are identified, actively monitored, and swiftly addressed.

This role works closely with the executive management team and other senior business and function heads across the organization and produces reporting artifacts for all internal and external stakeholders including Citi’s Board of Directors, executive management, and regulators. Frequent interaction with Citi’s principal US regulators including the CFPB, OCC, FRB, and FDIC, will occur to cover regulatory topics that include remediation validation, regulatory exams and audits and other disclosures as needed.


Telephone Consumer Protection Act

The Telephone Consumer Protection Act (TCPA) regulates telemarketing calls, autodialed calls, prerecorded calls, text messages and unsolicited faxes. The national do-not-call list was created under the TCPA, and the Federal Communications Commission (FCC) is empowered to issue rules and regulations implementing the TCPA. 

Key Responsibilities:

Accountable executive responsible for mitigating regulatory risk across the US Businesses and Functions and in some cases cross-sector for assigned regulations by executing the following responsibilities:

  • Define the strategy for strengthening the regulatory control environment and meeting defined risk appetite thresholds integrating 2nd line compliance strategy as applicable. 
  • Oversee the regulatory agenda and interactions for the regulations supported.
  • Drive significant business, process, and technology improvement initiatives imperative to the strategy aligned to the specified regulatory agenda
  • Develop and deploy risk appetite thresholds, key performance indicators, and actionable analytics across impacted businesses and functions, cascading goals as appropriate to drive accountability
  • Primary business representative during internal audits and external regulatory reviews to represent how business processes, practices, and policies align to the regulatory requirements under review.
  • Single point of contact for executive management and external regulators to provide assurance that all applicable businesses adhere to regulatory requirements.
  • Drive corrective actions and MRAs to timely remediation; engaging with regulators and business / function heads as needed.
  • Oversee the portfolio of issues associated with assigned regulations and mobilizing appropriate business resources, both within and outside of own organization, to take timely and complete corrective action.
  • Determine when issues should be escalated to the Business Head and beyond to ensure business leadership is considering the broad implications of adherence risks identified.
  • Establish and manage effective governance routines to ensure the regulatory control environment is operating within risk appetite, issues are identified, and remediated timely, and emerging risks are addressed.
  • Establish, deploy, and monitor adoption of minimum standard MCA profiles (SMPs) based on regulatory requirements, regulator exam handbooks and internal policies

Other Responsibilities as Managed Through Direct Report Team

  • Educate and provide guidance to business leaders and process owners to ensure the control and monitoring environment is appropriately designed to mitigate regulation risk and drive regulatory adherence
  • Ensure the senior management team understands banking laws, monitors compliance training and other processes and helps disseminate this knowledge through the organization.
  • Evaluate and drive continual maintenance of the regulation inventory linkage to supporting controls
  • Collaborate with business leaders to identify, evaluate, and manage regulation adherence risks arising from new business strategy, development of new products and services, and/or business-led changes.
  • Partner with colleagues in Legal, Compliance, and In-Business, Independent and Operational Risk Teams, to interpret regulatory requirements to protect the business from reputational harm or regulatory intervention.
  • Document the key products, processes, activities, key controls, and monitoring required to adhere to the regulatory obligations for the assigned regulation(s).
  • Prioritize improvements that address process dependencies, streamline handoffs, simplify processes, and optimize control and monitoring placement using an 'automation first' mindset.
  • Compile, review, and approve materials provided to executive management and in response to required regulatory reports or external regulator inquiry responses.


Education and/or Experience:

  • 15+ years of related work experience
  • Degree in Business Administration, Finance (BA/BS) or Related Field required
  • Highly knowledgeable regarding the assigned regulation(s) and the regulatory framework governing Financial Services in general
  • Expertise in achieving effective compliance within operational risk management.
  • Strong written and verbal communication skills
  • Prior direct regulator and executive management interaction
  • Strong research/analytical skills
  • Leadership roles in Operation Risk Management or related control fields with direct experience interfacing with Regulators
  • Experience navigating and networking across an enterprise utilizing internal and external resources
  • Innovative and independent thought leader who is well versed in developing new ideas and improving current processes

Knowledge, Skills and/or Abilities

  • Outstanding communication and influencing skills through all levels of the organization
  • Demonstrated ability to drive cross functional teams.
  • Exceptional relationship management skills: ability to address and resolve conflict while maintaining relationships.
  • Exemplary thought leadership skills with the proven ability to build and lead strategic initiatives.
  • Ability to effectively communicate complex topics to a broad audience.
  • Proven ability to execute/deliver results, through demonstrated experience at developing, implementing, and executing against complex dimensions with a record of high achievement.
  • Experience of coaching and developing others and managing a high performing team.
  • Detailed oriented with strong analytical skills, as the role requires a large amount of data manipulation and presentation.


Job Family Group:

Risk Management


Job Family:

Regulatory Risk


Time Type:


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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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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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