**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- **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.View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.View the **EEO Policy Statement**.View the **Pay Transparency Posting