The Issue Management Lead will report to Citi’s Global Controls Implementation Director and will be responsible for enhancing and maintaining the enterprise-wide issue management program.

This senior level position will oversee enhancements to and the ongoing operation of the program which includes policies and standards related to issue identification, root cause analysis/evaluation, remediation, closure, monitoring, reporting, and escalation to promote comprehensive, consistent, accurate, and timely issue resolution. A key part of this role is engaging with senior management, regulators, and other stakeholders, particularly on progress related to high-severity issues, to demonstrate how the program is achieving enterprise-wide risk reduction over time.

The Issue Management Lead will collaborate with partner resources from existing businesses and functional risk and control teams, IT system owners, and front-line process owners to ensure policies, execution of work and technology drive deep, consistent root cause analysis across the enterprise and remediation that measurably improves the control environment over time. This includes identifying issue trends to support broader remediation efforts, where applicable. An initial focus will be on high-severity issues and those areas cited by regulators as requiring urgent remediation. Over time, Business-as-Usual (BAU) control issues will be the primary focus.

In addition to the above, this senior level role is expected drive continuous improvement in the program over time and serve as a challenge function when needed. Review and challenge activity will range from BAU issues to regulatory mandates and management identified concerns. The Issue Management Lead must be able to effectively manage multiple activities across a variety of topics within the program, therefore a diversity of experience across a range of financial topics will be beneficial. Finally, taking initiative and proposing solutions to problems will be paramount, often in situations with initial, sometimes considerable, ambiguity.

Key Responsibilities

• Manage an effective enterprise-wide end-to-end issue management program, including robust root cause analysis, timely remediation, and effective ongoing governance and reporting
• Enhance and maintain relevant policies that support consistent execution of root cause analyses using best practice techniques
• Enhance and maintain relevant policies and practices that support effective remediation, providing thoughtful, critical challenge when needed, to help facilitate the design and implementation of automated controls/solutions and metrics wherever possible
• Enhance and maintain reporting processes that present progress updates and measurable results of program efficacy over time
• Directly engage with senior audience stakeholders, including management, board of directors and regulators, on all aspects of the issue management program in a clear and concise manner
• Develop relationships with key senior staff within assessment target areas and foster partnerships based on trust
• Ensure timely and efficient execution of issue management projects resulting in high-quality output
• Serve as a point for escalation to solve project delays or other challenges
• Act as an agent of change for enacting a strong risk and control culture within Citi
• Review and challenge the comprehensiveness and quality of issue management output from teams, providing strategic input where needed
• Escalate issues on program structure and scope, or significant remediation issues as needed, to the Global Controls Implementation Managing Director

PERSON SPECIFICATION

Qualifications

• A minimum of 15 years of experience at a global financial institution
• Demonstrated experience in effective ongoing program management, including continuous program improvement over time
• Knowledge of, and experience with, root cause analysis techniques and other components of an effective issue management program
• Strong understanding of a broad range of financial services products/services and end-to-end processes, including technology and operations functions
• Capable of driving outcomes independently and escalating issues as encountered in a timely manner
• Knowledge of and experience with financial services control environments and business processes
• Understanding of ever-evolving governance processes and regulatory environments within financial services
• Excellent communication skills and the ability to motivate and persuade colleagues across disparate businesses, regions, and cultures
• Demonstrated ability to work collaboratively within and across project teams, functional and business units
• Well-developed listening skills and strong ability to engage at the senior management level
• Ability to understand and operate successfully in a complex, heavily matrixed corporate environment
• Demonstrated excellence in mentoring and developing staff and expanding their capabilities
• Ability to summarize complex topics effectively for c-suite executives and members of the board of directors
• Experience interacting with and providing progress reports to senior regulatory personnel
• Demonstrated ability to support change management across large global organizations
• Ability to collaborate effectively while also providing constructive challenge to status quo thinking

• Bachelor’s/University degree or equivalent experience, potentially Masters degree; managerial experience

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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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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.

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