**Responsibilities**:
- Manage and drive the incident management process from Start to Finish.
- Produce the weekly Incident Management Report communicated with all senior leaders in supported Lines of Business.
- Facilitates and ensures Issue Management Quality Standards are met for issues documented
- Act as the Single point of Contact for issue metrics.
- Transform raw data into useful metrics and reportable information for senior leadership.
- Develops and produces issue and incident metrics for Senior Leadership on a weekly, monthly and quarterly basis.
- Perform quality assurance over issues being reported on multiple executive level reports to include Monthly Operations Decks and Weekly Control Decks.
- Leverage communication and influencing skills to guide issue and corrective action plan owners and issue managers during times of distress during the issue management process.
- Keeps abreast of the organization's operational processes and best practices for business strategy.
- Build partnerships with supported Line of Businesses Operations leaders, process owners, client experience leaders, control leaders, and Training, so that efforts are aligned with strategy and department efforts, regular two-way communication exists, downstream impacts are considered and business solutions are optimized.
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgement and autonomy.
- Acts as SME to senior stakeholders and /or other team members.
- Ability to manage teams.
**Qualifications**:
- Ability to run and manage conference calls with business partners, technology and functional peers from multiple disciplines to reach a common goal.
- Prefer experience of Transactions Services functional knowledge
- Proficient with the iCAP system, experience with Cognos is a plus.
- 6-10 years of experience
**Education**:
- Bachelor's/University degree or equivalent experience, potentially Masters degree
The Issue Management GCB Cluster area is part of the Issue Management Organization in Mexico and reports to the In-Business Control Officer GCB Cluster (IBCO) and has a close and continue interaction with In-Business Control Officer for Legacy Franchise (IBCO LF) and Governance and Control Office (OGC). This area is fully dedicated to GCB issues management, and the primary purpose of this role is to facilitate communication and coordination between his/her managed business(es) and the rest of the organization (including 1st, 2nd & 3rd Lines of defense and different cross and support business areas), acting as a primary support contact for issues management related matters. The incorporation of this role within the organization is an enabler for improvement, maturity, and sustainability of the issues management practice in Mexico.
Manage, implement, and strengthen the Issue Management process and culture within the GCB businesses (Retail & Branches, Sales Channels, Consumer Products, Consumer Lending, Consumer Risk, Wealth Management, Payments & Receivables and Chief Operating Officer), through the coordination of a multidisciplinary work teams and acting as a negotiator, challenger, and conciliator with the rest of the organization. Finally, to be a promoter faced Senior Management of the results of correct risk management and mitigation, continuous improvement, sustainability, and the assurance of the culture of control throughout the organization.
JOB RESPONSIBILITIES
1) Effective Issues Management along GCB Cluster, including early identification, prompt escalation, alignment to global/local policies and regulators
2) Lead Issue Owners and Stakeholders for accurate issue definition, effective root cause analysis, project planning that integrates all the work required and all predictable dependencies, and timely resolution avoiding risk non-compliance and breaches.
3) Responsible for interaction and thought leadership in working with both Internal Audit and External regulators, and ownership of quarter end control results reviews with Business Partners
4) Leads planning, directing and coordination of day-to-day activities of Issue Management with a Strategic, tactical, and operative view.
5) Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup
- **Job Family Group**:
Compliance and Control
- **Job Family**:
Business Control
- **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.
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