Director, Escalation Program (C15)

Citi, the world’s leading global bank, has approximately 200 million customer accounts and a presence in more than 160 countries and jurisdictions worldwide. 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. Citi enables clients to achieve their strategic financial objectives by providing them with cutting-edge ideas, best-in-class products and solutions, and unparalleled access to capital and liquidity.

The Central Escalation Team (CET) within the Central Controls organization supports execution and oversight of enterprise escalation policy, standard, procedures, process, control standards, reporting, and tool/technology platform (the Global Escalation Platform). The Escalations Program Director will lead a team supporting the CET in executing its oversight and other responsibilities for the enterprise escalation program and the related controls to support the enterprise escalation requirements. This role will lead a coverage team within CET to provide subject matter expertise and drive escalation program elements related to reporting (including escalation data, data analysis, and metrics) and technology for the enterprise escalation program as well as cross-program support to the program including related controls.  This role is a senior representative of the Central Escalation Team, which serves as the enterprise-wide primary point of contact for escalation and coordination of events to Citi’s senior management and the Board.  This position reports directly to the Head of Escalation for Citi and is a member of the CET leadership team.

Responsibilities:

• Lead a coverage team withing the Central Escalation Team in providing SME expertise related to the CET program and driving program elements related reporting (including escalation data, data analysis, and metrics) and technology for the Escalation Program as well as cross-program support to the program including related controls. 
• Drive execution and strategic enhancements to escalations program reporting and related controls including related to thematic analysis of escalation events to identify trends and root causes for the identification of Citi-wide risks.
• Drive development and execution in partnership with Risk & Technology of business requirements and related controls for the Global Escalation Platform.
• Maintain central escalation team program governance documents related to reporting (including escalation data, data analysis and metrics) and technology.
• Provide SME expertise to Central Escalation Team related to escalation reporting (including escalation data, data analysis, and metrics) and the Global Escalation Platform, and related controls.
• Support the development and implementation of changes to Escalation Policy, Standard, Procedures and FAQ related to reporting (including escalations data, data analysis and metrics), and the Global Escalation Platform. 
• Support maintenance of an enterprise-wide escalation training program, including its annual updates, completion and appropriateness, and annual communications plan related to reporting and the Global Escalation Platform.
• Partner with stakeholders across the institution to ensure the enterprise escalation requirements are understood and implemented.
• Provide cross-program support including project work for the Central Escalation Team, and support related to escalation program governance such as working groups and committees.

Qualifications & skills:

• 10+ years of experience in Risk & Controls, Risk, Compliance or Legal or other related field.
• Demonstrated experience and skills related to reporting, metrics, data, data analysis, and technology systems and applications and their development and related controls.
• Experience with escalations program requirements and/or other enterprise-wide risk & control programs and driving enterprise-wide change including related to risk culture and controls to support the program.
• Demonstrated leadership and relationship-building skills working directly with senior executives and other senior level personnel across an organization.
• Demonstrated experience with regulatory remediation actions.
• Demonstrated executive presence and excellent verbal and written communications skills.
• Demonstrated strong leadership and people manager skills including leading partners and stakeholders with influence.
• Client-focused, open to different ideas/viewpoints, and solutions oriented.
• Ability to drive change to business practices by developing and implementing strategy and process improvement initiatives.
• Lead with positive mindset in dynamic environment.
• Demonstrated analytical skills including root cause and trend analysis, with follow-up and problem-solving capabilities.
• Proficient program implementation, policy / procedure writing, reporting and training skills.
• Ability to work in a team environment, listen and work well with others, including strong partnership and relationship building skills.
• Capable of prioritizing and multi-tasking in a dynamic, fast paced environment.
• Successful delivery of multiple time sensitive books of work with competing timelines.

Education:

Bachelor’s/University degree or equivalent experience, Master’s degree a plus

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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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Anticipated Posting Close Date:

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