SeniorFull TimeEN
Individuals in Issue Management are responsible for the coordination and comprehensive management of issues with key stakeholders, such that Citi achieves and maintains compliance and appropriately remediates findings from internal and external reviews as well as self-identified issues. Includes coordinating with key stakeholders to investigate controls gaps or failures, develop corrective action plans, and provide robust challenge enabling the key stakeholders to implement sustainable solutions by addressing root causes and adopting enhanced discipline including consideration of lessons learned for the timely closure of issues.
Responsibilities:
Assist in the coordination and comprehensive management of issues with key stakeholders
Support issue quality reviews ensuring compliance with Issue Management Policy, Standards and Procedures
Facilitate Business / Function Quality Control engagement across the full lifecycle of high impact issue remediations and key remediation programs
Maintain a robust tracking and reporting issue inventory including issue quality metrics to provide visibility on the status of control gaps and Issues quality control processes highlighting risk and escalating concerns in timely manner
Provide challenge enabling the key stakeholders to implement sustainable solutions to address root causes
Utilize analytics to assess issue remediation trends, identify key risks, and develop insights for process improvement
Support identification and analysis of potential control gaps and operational risks across Citi, leveraging data analysis to assess impact.
Support key stakeholders to develop corrective action plans to address identified control gaps or failures
Incorporate lessons learned guidance into the development of corrective action plans, promoting continuous improvement and timely closure of issues
Ensure compliance with all relevant regulatory requirements and internal policies
Partner with internal audit, business units, and senior management, communicating effectively to drive issue resolution, influence decision-making, and promote a culture of risk awareness
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, as well as effectively supervise the activity of teams and create accountability with those who fail to maintain these standards
Qualifications:
Minimum of 6-10 years of experience in operational risk management, compliance, audit, or other control-related functions in the financial services industry.
Ability to identify, measure, and manage key risks and controls.
Strong knowledge in the development and execution for controls.
Proven experience in control related functions in the financial industry.
Proven experience in implementing sustainable solutions and improving processes.
Understanding of compliance laws, rules, regulations, and best practices.
Understanding of Citi’s Policies, Standards, and Procedures.
Strong analytical skills to evaluate complex risk and control activities and processes.
Strong verbal and written communication skills, with a demonstrated ability to engage at the senior management level.
Strong problem-solving and decision-making skills
Ability to manage multiple tasks and priorities.
Proficiency in Microsoft Office suite, particularly Excel, PowerPoint, and Word.
Education:
Bachelor's/University degree, Master's degree preferred
The U.S. Consumer Cards (USCC) - Issue Management Lead Analyst is a strategic professional responsible for assisting in the designing and driving of the end-to-end process improvements spanning the life cycle of a business Issue including: identification and documentation, root cause analysis, remediation planning, status monitoring and reporting, and closure activities. These activities will be conducted in close partnership with the Issue Owners within U.S. Consumer Cards. Excellent communication skills are required to negotiate internally, often at a senior level. Developed communication and diplomacy skills are required to guide, influence, and convince others, in particular colleagues in other areas.
Developed communication and diplomacy skills are required to guide, influence, and convince others, in particular colleagues in other areas and Regulators. Has responsibility for volume, quality, timeliness, and delivery of end results of an area.
As a key member of the Issue Management team, this individual will be responsible for executing independent quality reviews at critical checkpoints throughout the issue lifecycle, as defined by the Issue Management Policy. This includes the pre-activation review of new issues, ongoing reviews of changes during the remediation phase (post activation reviews), and the final quality review for issue closure. The IQC facilitator will meticulously assess all mandatory issue attributes, including the clarity of the issue description (Concern, Cause, Consequence, Context), the accuracy of the root cause analysis, the appropriateness of risk and control tagging, and the reasonableness of the assigned issue severity rating. A core part of this role involves the detailed evaluation of Corrective Action Plans (CAPs) to ensure they are well-defined, address the root cause, and are structured to prevent re-occurrence.
The successful candidate will be expected to provide effective and credible challenge across the Issue Management Lifecycle to Issue Owners and Coordinators, using strong analytical skills and a deep understanding of the Global Issue Management Policy to ensure all issue data is complete, accurate, and logical. This requires maintaining a high degree of independence while also collaborating constructively with business partners to resolve any identified deficiencies. The IQC facilitator will document their review and challenge activities within the iCAPS platform, clearly articulating the rationale for any required changes and making the final determination to approve or reject issue submissions. This role is fundamental to upholding the integrity of the issue management process and providing assurance that risks are being managed effectively.
Responsibilities:
Maintaining clear and frequent communication to various stakeholders within the Issue Management teams on upcoming Issue Control Reviews as part of the Pre-Activation and Pre-Closure control activities.
Ability to work well in a team environment given competing priorities and to think outside of the box to produce innovative solutions.
Ability to manage multiple efforts.
Identification and documentation, root cause analysis, remediation planning, status monitoring and reporting, and closure activities. These activities will be conducted in close partnership with the Business Issue Owners.
Facilitate engagement of Business Owner for an issue with key stakeholders from Compliance, Legal, Government and Regulatory Affairs, Finance, Chief Administrative Office Management, and other relevant support functions as appropriate throughout the issues management process.
Facilitate the initial and ongoing communication, escalation, and resolution process through standardized communication routines and tools.
Facilitate evaluation of the issue to ensure all key attributes have been appropriately and accurately identified.
Work with business partners to develop a culture that fosters self-identification of business issues.
Provide insight and consultation to the Issue Owner on Issue Closure Package (such as remediation approaches, timelines, and compensating controls).
Qualifications:
5+ years of direct, relevant experience in financial service operations, control, compliance, audit, or regulatory management
Ability to drive new initiatives and proof of concepts with stakeholders, with the ability to assess requirements and establish timelines for each analysis project.
Project management and governance experience with the proven ability to execute project plans and drive a diverse group of stakeholders to identify and achieve milestones within deadlines.
Demonstrated relationship management skills with ability to deepen relationships and build partnerships across the business and key functional support areas like Internal Audit, Legal, Compliance, Business Operational Risk Management, Government and Regulatory Affairs.
Preferred understanding or experience with the Issue Management process.
Strong organizational skills, with proven ability to successfully manage multiple, parallel priorities.
Self-motivated and ability to establish and maintain a culture of control within the business.
Detail oriented, with proven ability to question and identify opportunities within existing processes and business practices.
Proficiency in working in Microsoft Office – particularly Excel (metrics and data analysis), PowerPoint (presentation decks), and Word (writing and editing procedural and technical documentation), TEAMs & iCAPS (Citi’s Risk and Control platform).
Education:
Bachelor’s/University degree, Master’s degree preferred
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