Operational Risk Sr Officer 1 (SVP/C14)

Company: Citi
Location: Tucson
Posted on: September 23, 2022

Job Description:

Operational Risk Senior Officer - C14 Citi's Personal Banking and Wealth Management (PBWM), Consumer Business Chief Administrative Office (CAO) organization drives consistency for addressing Operational Risk and Control issues within PBWM. CAO fosters a culture of control, customer centricity and accountability by leading efforts to identify, anticipate and mitigate regulatory, reputational and operational risks. This position will be part of the Global Complaints Management organization within PBWM CAO organization. This position reports to the Operational Risk Group Manager of Operations Complaints Management function located within the CAO organization. CAO Global Complaints Management organization is responsible for the development, maintenance, and ensuring adherence to Complaints Management Standard and regional/country specific procedures. For the last several years, Complaints Management organization has been leading the transformation efforts related to complaints management processes across the regions, including the U.S., Asia, Mexico, and Canada. In addition, the group has the overall responsibility for the governance of the program globally and is currently leading efforts to identify potential risks using complaints data, in the context of Operational Risk Management cycle. Additional Responsibilities Include:

• This manager will foster collaborative relationships with decision makers and stakeholders. -
• In the context of complaints, Lead development and implementation of operational risk monitoring/management using data driven tools such as Control Charts. Contribute to the vision of - prevention of complaints. Assist with influencing the organization in embedding the vision into BAU.
• Work with the Business, Client Experience, regulation owners, IT teams, and potentially vendors, to define strategic capabilities and improve processes in a multi-channel environment to reduce complaints.
• Lead identification of key drivers of complaints (leading indicators). Work with the organization/regulation owners to develop controls/metrics that could be useful in prevention of complaints.
• Support optimization/integration of disparate complaints management processes on an as needed basis.
• Coordinate periodic reviews and "working" team meetings across the regions in a virtual environment.
• Coordinate internal/external benchmarking of strategic capabilities and other performance KPIs.
• Monitor program effectiveness metrics cross-functionally to ensure appropriate accountability for timely and accurate resolution of complaints in collaboration with country/regional representatives.
• Engage in multiple initiatives simultaneously while leading the team to do the same.
• Coordinate periodic monthly reviews with key stakeholders to demonstrate progress against initiatives and objectives.
• Keep abreast of emerging consumer and financial/banking regulatory trends and new service innovations that may lead to strategic capabilities for either gaining efficiency in complaints management processes or delivering superior experiences.
• Deal effectively with managers and supporting personnel across regional and functional lines with little or no formal authority while maintaining creditability within the organization.
• Drive and challenge business units on their assumptions of how they will successfully execute their plans. -Be a change agent.
• Demonstrate successful problem-solving skills. Qualifications:
  • Bachelor's Degree in Business, Industrial Engineering, or related field or equivalent experience.
  • Minimum of 10 years' experience in strategic project management, including management of large flagship initiatives. The ideal candidate is expected to have knowledge and experience with project management methodologies and tools to effectively drive planning, execution, and control of numerous aspects of the initiative globally.
  • Excellent verbal and written communication skills.
  • Ability to interact professionally with diverse groups, executives, managers, and subject matter experts.
  • Ability to work across the globe, different time-zones, and cultures.
  • Strong understanding of Call and Contact Center groups who support banking products (Retail, Cards, Mortgage, and Investments) including Revenue and Cost Drivers.
  • Strong interpersonal skills at all levels of management and ability to motivate employees/teams that do not directly report to the position to apply skills and techniques to solve dynamic problems, excellent teamwork skills.
  • Ability to quickly gain credibility to influence decision makers and influencers.
  • Excellent management, leadership, analytical, team building, interpersonal, communication and customer service skills.
  • Applies creativity to problem analysis and resolution in complicated situations.
  • Demonstrated ability to synthesize, prioritize and drive results with a strong sense of urgency.
  • Pragmatic problem-solver, forward thinker with independence of thought.
  • Strong interpersonal, communication, presentation and influencing skills.
  • Prior success working in a large, highly-matrix and complex organization; able to set priorities and 'triage' in a fast-paced, dynamic environment.
  • Franchise player- -broad, critical thinker with the ability to effectively leverage the capabilities of the organization to meet business priorities.
  • PMP and/or Lean Six Sigma certification - a plus. Education:
    • Bachelor's/University degree, Master's degree preferred ------------------------------------------------- Job Family Group: Risk Management ------------------------------------------------- Job Family: Operational Risk ------------------------------------------------------ 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. View the "EEO is the Law" poster. View the EEO is the Law Supplement. View the EEO Policy Statement. View the Pay Transparency Posting ----------------------------- 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.

Keywords: Citi, Tucson , Operational Risk Sr Officer 1 (SVP/C14), Other , Tucson, Arizona