Controls Escalation Senior Lead

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 Global Business Risk & Control Office ("GBRCO") supports development, implementation, and oversight of enterprise control standards, frameworks, remediation, reporting, tools, and escalation oversight. The Controls Escalation Senior Lead will report to the Controls Escalation Management Lead and will assist in leading the implementation of the escalation framework and supporting the operationalization of the Escalation Policy and Standard, as well as the coordination and monitoring of events. This role will be an integral member of the Central Escalation Team that serves as the enterprise-wide primary point of contact for escalation and coordination of events.

Responsibilities:

• Key Point of Contact with stakeholders across the institution to ensure the escalation framework is understood and its policies and processes are appropriately documented
• Organize and lead escalation related working groups for co-ordination and implementation of the Escalation Policy and Standard
• Ownership of Enterprise-wide training program, including its annual updates, completion and appropriateness
• Assess, document, and track potential significant events which requires further escalation.
• Contribute to the development of a firm-wide escalation tool and oversee its adoption across all relevant businesses/functions to support monitoring, transparency, and aggregation
• Develop reporting related to thematic analysis of escalation events to identify trends and root causes for the identification of Citi-wide risks
• Reinforce firm-wide efforts to create a culture of escalation through the development of accountability measures, incentives, training, and communications to emphasize the importance of timely, proactive, and diligent escalations
• Perform post-mortem analysis of significant control failures and ensure the documentation and accessibility of its learnings
• Conduct enterprise-wide escalations related controls and monitoring to identify root cause and determine whether remediation of events was sufficiently comprehensive
• In collaboration with the Controls Escalation Management Lead, implement and maintain a Target Operating Model for the enterprise-wide Escalations Program

Qualifications & skills:

• 10 years as a Risk and Control practitioner with preferred experience in Issue/Incident Management, Operational Risk Management, Audit, Compliance or other control function.
• Excellent verbal and written communications skills.
• Ability to drive change to business practices by developing and implementing strategy and process improvement initiatives.
• Self-starting with the ability to multitask and prioritize in a dynamic, fast paced environment.
• Ability to work in a team environment, listen and work well with others.
• Client-focused and open to different ideas/viewpoints.
• Capable of prioritizing and multi-tasking in a dynamic, fast paced 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.

Education:

Bachelor's/University degree or equivalent experience, potentially Master's degree

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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.

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