Citi’s Personal Banking and Wealth Management (PBWM), Chief Administrative Office (CAO) organization drives consistency for addressing Operational Risk and Control issues within PBWM. CAO fosters a culture of control, customer centricity and accountability by leading efforts to identify, anticipate and mitigate regulatory, reputational, and operational risks.

This position will be part of the Global Complaints Management organization within PBWM CAO organization. This position reports to the Operational Risk Group Manager of Operations Complaints Management function located within the CAO organization. Developed communication and diplomacy skills are required to guide, influence, and convince others, in particular colleagues in other areas.

CAO Global Complaints Management organization is responsible for the development, maintenance, and ensuring adherence to Complaints Management Standard and regional/country specific procedures. For the last several years, Complaints Management organization has been leading the transformation efforts related to complaints management processes across the regions, including the U.S., Asia, Mexico, and Canada. In addition, the group has the overall responsibility for the governance of the Complaints program globally and is currently leading efforts to identify potential risks using complaints data, in the context of Operational Risk Management cycle.

Responsibilities:

• Establishes and oversees the application of operational risk policies, technology and tools, and governance processes to create lasting solutions for minimizing losses from failed internal processes, inadequate controls, and emerging risks.
• Establishes and maintains a robust control environment and culture within the Citi businesses worldwide.
• Contributes to standards around which other will operate, promotes collaborative relationships and engagement with different areas to adhere to Global Complaint Standards and procedures.
• Develop, manage, and monitor Complaints Program performance metrics and tools for management reporting, escalation and identifying areas of opportunities.
• Possess excellent organizational skills with ability to develop audit/exam ready procedures, process maps, guidelines, and processes.

• Assists management in achieving and maintaining strategic objectives, promotes efficiency, reduces the risk, and helps ensure compliance with corporate policies, procedures, laws, and regulatory requirements.
• Assists in assessing status of all regulation related controls and adherence to Complaints procedures and Global Complaint Standards. Understands the various businesses and the applicable regulations which govern.
• Recommends control enhancements as needed and identifies best practices to be shared with Global Citi businesses.
• Supports Complaints program governance forums
• Monitors and tracks complaint management related issues (new and existing).
• Establishes a rapport with complaints operations, Compliance, Customer Experience, analytics team, Internal Audit and Legal.
• Acts as SME to senior stakeholders and /or other team members.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• Bachelor’s/University degree.
• 6-10 years’ experience in Operational Risk. Other risk and control disciplines would be a plus.
• The ideal candidate is expected to have knowledge and experience with project management methodologies to effectively drive planning, execution, and control of numerous aspects of the initiative globally.
• Knowledge of complaint management and Global Complaint program is preferred.
• Experience in Internal Audit or Financial Control would be desirable.
• Ability to work across the globe, different time zones and cultures.
• Excellent communication skills – verbal & written
• Demonstrate successful problem-solving skills and ability to manage and engage different teams, gain credibility to influence decision makers.
• Ability to interact professionally with diverse groups, managers, and subject matter experts.
• Demonstrated ability to synthetize, prioritize and drive results.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.

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Job Family Group:

Risk Management

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Job Family:

Operational Risk

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Time Type:

Full time

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Primary Location:

Jacksonville Florida United States

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Primary Location Salary Range:

$100,430.00 - $150,650.00

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