The Issue Management – Issue Quality and Triage Senior Vice President will report to the Issue Quality and Triage Director and will lead workstreams to support the enhancement and maintenance of Citi’s Enterprise Issue Management program. They will support initiatives to carry out and improve the ongoing operation of the program which includes policies, standards and execution related to issue and root cause analysis and evaluation, remediation, closure, monitoring, reporting, and escalation to promote comprehensive, consistent, and accurate issue resolution. The role will require the individual to develop relationships with counterparts within the team and across Business and Functional units, amongst others.

They will serve as a day-to-day lead for individual workstreams and reviews, regularly providing direction to front line units focusing on issue quality and triage. They will be responsible for the completion of assigned workstreams and reviews, escalating challenges and producing relevant presentations, while executing and ensuring the delivery of high-quality output. 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 and oversight of those issues will be the primary focus. 

Key Responsibilities:

• Leads projects related to end-to-end issue management, including robust issue and root cause analysis, remediation, and management reporting of identified issues in the control infrastructure and existing business processes.  
• Completes projects in compliance with relevant policies that support consistent execution of issue and root cause analyses using best practice techniques.
• Executes reporting processes that present progress updates and measurable results of program efficacy over time.
• Support and facilitate governance frameworks with relevant stakeholders and manage and escalate any risks, challenges and issues to relevant management committees.
• Oversees the development of concise presentations for review by senior members of the team.
• Evaluates business processes for efficiency and proper and effective controls with the assistance of the Director.
• Develops high-quality relationships with key stakeholders across the organization.
• Anticipates next steps and challenges, where possible, to avoid delays or other pitfalls.
• Applies critical thought in evaluating business problems, articulates problem statement concisely and guides the development of logical, pragmatic control recommendations and solutions.

Qualifications:

• A minimum of ten years of financial services experience.
• Demonstrated experience in leading / directing deliverables, providing recommendations and taking initiative on projects or team tasks.
• Ability to multi-task and be dynamic across a number of priorities.
• Highly organized with an ability to lead team members within individual workstreams or reviews.
• Track record of success in completing assigned tasks in a timely, high-quality manner.
• Capable of driving outcomes independently, solving problems independently and escalating issues as encountered.
• Excellent communication skills and the ability to interact with colleagues across disparate businesses, regions and cultures.
• Experience in development of control frameworks, risk frameworks, controls development across business process or technology, possibly in a consulting or strategy role.
• Proficient with Microsoft Office suite, amongst other business applications.
• Demonstrated ability to work collaboratively within and across project teams, functional and business units.

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Job Family Group:

Risk Management

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Job Family:

Business Risk & Control

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Time Type:

Full time

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Primary Location:

14000 CITI CARDS WAY BUILDING A JACKSONVILLE

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Primary Location Full Time Salary Range:

$130,880.00 - $196,320.00

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:

Mar 05, 2025

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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.

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.

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