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Consumer Rights Protection Manager

Locations: Shanghai, Shanghai Municipality Job Function: Marketing Employee Status: Regular Job ID: 20183211

The Customer Experience Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Excellent communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

  • Establishing/enhancing internal consumer protection policies / procedures subject to new regulations; 

  • Engage in new product design / pricing / agreement review to all consumer product / service, from consumer protection / Treating Customer Fairly standpoint perspective;
  • Overseeing the implementation of Monthly Consumer Protection Meeting for all cities;

  • Designing and delivering Client Experience/Consumer Protection/Treating Customer Fairly related training to the frontlines;

  • Engagement in regulatory events

  • Coordinating the quarterly/annual Regulatory Consumer Protection Self-assessment across various departments/units;

  • Promoting consumer protection knowledge / TCF program within the organization;

  • Producing consumer protection review decks for various management review meeting; 

  • Co-work with branches for various service competition in the industry;

  • Co-work with branches for regulator’s on-site inspection on consumer protection;

  • Gain a deep understanding of the challenges and opportunities facing our business through partnership, active listening, and thoughtful questions

  • 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:

  • 5-8 years of experience in customer experience marketing or research role;
  • Experience providing project or product leadership and performing qualitative and quantitative research
  • Good communication and interpersonal skill

  • Good written and spoken English


Education:

  • Bachelors/University degree or equivalent experience


This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - CN

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Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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