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Senior Manager, Business Controls and Monitoring

Job Req ID 20241724 Primary Location Sydney, Australia Job Category Compliance and Control
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CBORC Senior Manager – Digital, Delivery & Customer Experience, Data Analytics and Digital Sales & Marketing

As part of one of the world's largest financial services companies with a presence in more than 100 countries, Citi Australia has provided financial services to Australian consumers, corporates, institutions and governments for more than 30 years. Recognized for its innovative range of global products and services, Citi today counts more than one million Australians and one thousand local corporate and institutional clients as valued customers.

Citi, the leading global financial services company, has approximately 200 million customer accounts and does business in more than 90 countries and jurisdictions. Globally, Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

In this hands on role you will work within the business to ensure controls are adequately documented and monitored, evaluating how well risks are being managed.

As well as contributing to process/thematic reviews across, you will also be involved with the Annual Risk Assessment process, reporting for the monthly Control Management Committee meetings, and quarterly Managers Control Assessment program.

Strategic Intent

Management of the Consumer Business Operational Risk and Control functions. This division manages the end to end operational risk and control framework for Citi’s Consumer business. 

Job Purpose

The Consumer Bank Operational Risk & Control Senior Manager within Digital, Delivery & Customer Experience, Data Analytics and Digital Sales & Marketing is responsible for the end-to-end controls implementation across the team and also leading the first line of defence. This role has end to end oversight of controls including project risk and risk in change. Monitoring key controls to ensure they delivered desired objectives. This role will have a close working relationship with second and third lines of defence in Risk as well as seniors executives across the Australia Global Consumer Group.

A key part of the role is also effective engagement and relationship skills to influence and deliver appropriate business solutions whilst ensuring internal policy and external regulatory requirements are satisfied. The incumbent will be effective at building a highly capable, highly motivated team with an extensive understanding of compliance and control requirements to mitigate inherent risks.

Key Accountabilities

Implementation of the Operation Risk Framework

  • Ensure that the Operations Risk Framework is implemented within the Team you are responsible for, this includes working with Team to ensure adequate monitoring of enterprise risk controls.

  • Provide advisory to the business to ensure adherence to legal / regulatory requirements and Citi Policy.

MCA (Management Control Assessment) and Self-Assessment Process

  • For respective operational Teams define and complete the ARA (Annual Risk Assessment) process including documentation for approval in consultation with Operational/ Business Stakeholders.

  • Assesses control design effectiveness and control quality.

  • Review and Challenge ARCM (Activity, Risk, Control & Monitoring) and MCA (Management Control Assessment) Findings.

  • Perform control design assessment.

  • Prepare the evidence and documentation of the Quarterly Entity Rating and obtain relevant Department Head approval.

  • Coordinate the CAATTs (Computer Aided Auditing Tools and Techniques) / Digital Retrieval Program.

Incident Analysis & CAP Management

  • Actively manage teams to ensure that Business Incidents and CAPs (Corrective Action Plans) are raised in a timely manner and corrective actions are appropriately worded and address the root cause of issues raised.

  • Validate that the product and service program risks and controls have been addressed

  • Validate the completion of CAPs prior to submission for closure ensuring that Risks have been addressed.

  • Perform Quality Control in the process and service changes including ARCM (Activity, Risk, Control & Monitoring).

Operational Loss and Reporting

  • Perform Operational Loss event root cause analysis and impact analysis

  • Ensure that effective controls are established and tracked through  ARCM (Activity, Risk, Control & Monitoring) for all Losses

  • Validate that the root cause of any issues that occur are addressed

  • Ensure that back-testing of Operational Loss events as per ORM (Operational Risk Management) policy is completed, where required

Policy Exception

  • When reviewing processes, assist in the completion of the Risk Assessment against policy.

  • Work with Teams to ensure that any deviations are actively managed and remain current.

Tracking and Reporting Risk Metric

  • Work with Teams to establish targets and thresholds.

  • Define and document the Key Operational Risks and associated Metrics.

  • Provide advisory to the business in the following areas:

    • Review and approve Key Operational Risks.

    • Establish risk tolerance of the aggregate view.

  • Review and facilitate the actioning of results of horizontal analysis and trending.

  • Prepare the committee meeting material (e.g. decks and information packages for the participants) as it relates to the Consumer business, including the monthly Operational Risk Management Committee (ORMC). 

  • Produce and evaluate reporting and dashboard metrics and trending which tracks the effectiveness of the controls governance framework for the Teams.

Thematic reviews and co-ordination of Internal Audit management

  • You will help drive a culture of controls and assist with co-ordination of all audits: regulations, internal audit, external audit, and compliance testing and regional reviews.  You will help drive strong audit outcomes including management awareness ratings.

  • Conduct reviews of processes, systems, controls and compliance obligations to identify weaknesses and process improvement opportunities. Where issues are identified, work in partnership with the teams to agree solutions and implement.

  • When findings are found as a result of Audits, Reviews and Regulatory Examination Management conduct a review against processes to ensure that similar issues do not exist. If similar issues are found then work with the relevant Team to escalate and define solutions.

Framework / Standards/ Procedures/ Playbook

  • Actively participate in the creation and documentation of risk standards, procedures, and Playbooks owned by CBORC (Consumer Business Operational Risk & Control)

  • Active participation in the implementation process (communication, training etc.)

  • Review Operational Standard Operating procedures to ensure risk and controls are adequate that relevant approvals are obtained.

Change Management

  • Change management risk assessment and advice on change management governance, including the completion of risk management impact & assessment, NPA (New Product Assessment), PIA (Privacy Information Assessment, CBDC (Cross Border Data Clearance), and other change requirements, as required.

  • Assessment of Change, including providing the relevant approvals for monthly and quarterly releases

  • Monitor the change implementation.

To be successful in this role you will:

  • Be highly motivated and results driven with the capacity to work in a fast paced environment and manage multiple priorities.

  • Be highly adaptable to change and enjoy working in a challenging environment.

  • Have a strong understanding of the regulatory framework.

  • Display strong understanding of operational risk, process and controls concepts, including risk identification, monitoring frameworks and methodologies.

  • Be adaptable to change and constantly seek opportunities to improve process and controls

  • Have sound risk reporting skills.

  • Preferably have a sound background in Consumer Retail Banking (Wealth, Deposits, Mortgages, Credit Cards and Personal Loans) and particularly Digital Banking / Data Analytics / Digital Marketing experience in dealing with internal auditors and display an understanding of regulatory obligations surrounding consumer banking products.

  • Have at least 5 years’ experience in a similar role, or in an internal audit/first line risk background gained in consumer banking.

  • Have experience managing a small team.

  • Ability to breakdown and communicate technical/complex concepts to a broader audience.


  • Bachelor’s/University degree or equivalent experience.


Job Family Group:

Compliance and Control


Job Family:

Business Control


Time Type:

Full time


Citi is an equal opportunity and affirmative action employer.

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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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