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USRB Account Opening Oversight Manager

Job Req ID 22492532 Primary Location New York, New York; Wilmington, Delaware; O'Fallon, Missouri; Jacksonville, Florida; Tampa, Florida; Charlotte, North Carolina; Irving, Texas Job Category Risk Management
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Job Title: USRB Account Opening Oversight Manager  (C14)

The U.S. Retail Bank (USRB) Account Opening Team is part of the USRB Chief Operating Office (COO) Business Operations function and is responsible for overseeing the customer account opening processes managed across various channels and functional teams.  The team leads projects and programs that drive an enhanced client experience and control environment for this critical client journey. The team is additionally responsible for managing adherence to FDIC370 regulation associated with the Account Opening processes.

This role will manage a program management team and will lead the ongoing evolution of USRB Account Opening governance, serving as the Account Opening end to end business process owner for the U.S. Retail Banking organization.

This is a visible role that will require superior project management skills, deep business knowledge, the ability to develop broad connections across all businesses as needed, excellent verbal and written communication skills, and control and governance knowledge. Executive level communication will be required.  Candidates must have experience in complex problem solving, working across multiple businesses, documenting corrective action plans, designing controls and key risk indicators.  Applies in-depth understanding of the business impact of technical contributions. Excellent communication and influence skills required to manage across the multiple functions and business lines.

Key Responsibilities

  • Lead the evolution of USRB Account Opening Governance model
  • Serve as the end to end Account Opening business process owner; develop and maintain process mapping documentation for Account Opening processes across multiple business lines and channels
  • Identify opportunities and sponsor initiatives to enhance the client experience, process efficiencies and control environment
  • Govern compliance to FDIC370 regulations including issue identification, remediation and the FDIC Annual Attestation process
  • Provide reporting and issue resolution on USRB Account Opening related matters
  • Establish and follow clear escalation paths to raise USRB Account Opening concerns as appropriate
  • Maintain engagement with partners within Business Controls, Issues Management, Products & Segments, Retail Business Banking, Technology, and Operations
  • Ensures projects are properly prioritized and funded
  • Help develop and manage appropriate forums for progressing the Account Opening function
  • Applies comprehensive understanding of concepts and procedures within own area and basic knowledge of other areas to resolve issues that have impact beyond own area.
  • Maintain awareness of other business processes, dependencies and use of 3rd and 4th parties
  • Maintains appropriate staffing requirements to meet operational needs.


       Knowledge and experience

  • Bachelor's degree or equivalent experience in business required.
  • Track record of exceptional performance
  • 10 years minimum related experience
  • Experience with process documentation, and engineering/standardization
  • Prior experience in control design and ongoing program governance post execution
  • Experience with project management

Skill requirements

  • Demonstrates managerial maturity in looking out for best interests of enterprise and not solely own business or team.
  • Builds strong Client Relationships / Business Partnership
  • Builds a comprehensive understanding of key clients, subject matter, and priorities.
  • Uses broad knowledge and expertise to clearly define complex issues despite incomplete or ambiguous information.
  • Creates and sustains a network of strong partnerships with the business (relationship and product management) and other functions, particularly decision makers and influencers. 
  • Demonstrates diplomacy.
  • Provides well-reasoned, balanced assessments of issues and questions, in a timely fashion.
  • Strong process and project management skills including the ability to manage several large initiatives simultaneously.  Detail oriented, analytical.
  • Considers broad implications of decisions on different functions and units.  Thinks strategically and articulates concepts clearly.

       Management Capability

  • Strategic and project management capabilities coupled with strong analytic and operational capabilities – able to work at the highest levels, and get into the intricate details
  • Demonstrated ability to synthesize information, prioritize business goals and drive results with a high sense of urgency.
  • Proven leader with expertise in client excellence, operations, technology and project management experience.
  • Exceptional communication and executive reporting and negotiation skills.
  • Is a true thought leader who develops sophisticated new techniques, methodologies and approaches in own field which directly affect the work of others and the results of the organization.
  • Accomplished change leader: demonstrates a flexible approach and resilience to setbacks and is able to drive operating and culture change, long-term vision and leadership stamina to maintain course within a constantly changing environment.
  • Proven leadership on large cross-functional teams focused on strategic process
  • Proven financial acumen, critical thinker with ability to provide an impartial, consultative and solutions oriented approach
  • Strategically-minded with track record of execution excellence
  • Prior success working in a large, highly-matrix and complex organization; able to set priorities and 'triage' in a fast-paced, dynamic environment


Job Family Group:

Risk Management


Job Family:

Regulatory Risk


Time Type:

Full time


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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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