Citi
Director, Escalation Program (C15)
Citi, Tampa, Florida, us, 33646
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.
The Central Escalation Team (CET) within the Central Controls organization supports execution and oversight of enterprise escalation policy, standards, procedures, process, control standards, reporting, and tool/technology platform (the Global Escalation Platform). The Escalations Program Director will lead a team supporting the CET in executing its oversight and other responsibilities for the enterprise escalation program and the related controls to support the enterprise escalation requirements.
Responsibilities:
Lead a coverage team within the Central Escalation Team in providing SME expertise related to the CET program and driving program elements related to reporting and technology for the Escalation Program.
Drive execution and strategic enhancements to escalations program reporting and related controls including thematic analysis of escalation events to identify trends and root causes for the identification of Citi-wide risks.
Drive development and execution in partnership with Risk & Technology of business requirements and related controls for the Global Escalation Platform.
Maintain central escalation team program governance documents related to reporting and technology.
Provide SME expertise to Central Escalation Team related to escalation reporting and the Global Escalation Platform.
Support the development and implementation of changes to Escalation Policy, Standard, Procedures and FAQ related to reporting and the Global Escalation Platform.
Support maintenance of an enterprise-wide escalation training program, including its annual updates and communications plan related to reporting and the Global Escalation Platform.
Partner with stakeholders across the institution to ensure the enterprise escalation requirements are understood and implemented.
Provide cross-program support including project work for the Central Escalation Team.
Qualifications & skills:
10+ years of experience in Risk & Controls, Risk, Compliance, or Legal or other related field.
Demonstrated experience and skills related to reporting, metrics, data analysis, and technology systems.
Experience with escalations program requirements and/or other enterprise-wide risk & control programs.
Demonstrated leadership and relationship-building skills working directly with senior executives.
Demonstrated experience with regulatory remediation actions.
Demonstrated executive presence and excellent verbal and written communications skills.
Demonstrated strong leadership and people management skills.
Client-focused, open to different ideas/viewpoints, and solutions-oriented.
Ability to drive change to business practices by developing and implementing strategy and process improvement initiatives.
Lead with a positive mindset in a dynamic environment.
Demonstrated analytical skills including root cause and trend analysis.
Proficient program implementation, policy/procedure writing, reporting, and training skills.
Ability to work in a team environment and build strong partnerships.
Capable of prioritizing and multi-tasking in a dynamic environment.
Successful delivery of multiple time-sensitive projects with competing timelines.
Education:
Bachelor’s/University degree or equivalent experience, Master’s degree a plus.
Job Family Group:
Risk Management
Job Family:
Business Risk & Control
Time Type:
Full time
Primary Location:
Tampa, Florida, United States
Primary Location Full Time Salary Range:
$170,000.00 - $300,000.00
In addition to salary, Citi’s offerings may also include competitive employee benefits.
Anticipated Posting Close Date:
Nov 20, 2024
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.
#J-18808-Ljbffr
The Central Escalation Team (CET) within the Central Controls organization supports execution and oversight of enterprise escalation policy, standards, procedures, process, control standards, reporting, and tool/technology platform (the Global Escalation Platform). The Escalations Program Director will lead a team supporting the CET in executing its oversight and other responsibilities for the enterprise escalation program and the related controls to support the enterprise escalation requirements.
Responsibilities:
Lead a coverage team within the Central Escalation Team in providing SME expertise related to the CET program and driving program elements related to reporting and technology for the Escalation Program.
Drive execution and strategic enhancements to escalations program reporting and related controls including thematic analysis of escalation events to identify trends and root causes for the identification of Citi-wide risks.
Drive development and execution in partnership with Risk & Technology of business requirements and related controls for the Global Escalation Platform.
Maintain central escalation team program governance documents related to reporting and technology.
Provide SME expertise to Central Escalation Team related to escalation reporting and the Global Escalation Platform.
Support the development and implementation of changes to Escalation Policy, Standard, Procedures and FAQ related to reporting and the Global Escalation Platform.
Support maintenance of an enterprise-wide escalation training program, including its annual updates and communications plan related to reporting and the Global Escalation Platform.
Partner with stakeholders across the institution to ensure the enterprise escalation requirements are understood and implemented.
Provide cross-program support including project work for the Central Escalation Team.
Qualifications & skills:
10+ years of experience in Risk & Controls, Risk, Compliance, or Legal or other related field.
Demonstrated experience and skills related to reporting, metrics, data analysis, and technology systems.
Experience with escalations program requirements and/or other enterprise-wide risk & control programs.
Demonstrated leadership and relationship-building skills working directly with senior executives.
Demonstrated experience with regulatory remediation actions.
Demonstrated executive presence and excellent verbal and written communications skills.
Demonstrated strong leadership and people management skills.
Client-focused, open to different ideas/viewpoints, and solutions-oriented.
Ability to drive change to business practices by developing and implementing strategy and process improvement initiatives.
Lead with a positive mindset in a dynamic environment.
Demonstrated analytical skills including root cause and trend analysis.
Proficient program implementation, policy/procedure writing, reporting, and training skills.
Ability to work in a team environment and build strong partnerships.
Capable of prioritizing and multi-tasking in a dynamic environment.
Successful delivery of multiple time-sensitive projects with competing timelines.
Education:
Bachelor’s/University degree or equivalent experience, Master’s degree a plus.
Job Family Group:
Risk Management
Job Family:
Business Risk & Control
Time Type:
Full time
Primary Location:
Tampa, Florida, United States
Primary Location Full Time Salary Range:
$170,000.00 - $300,000.00
In addition to salary, Citi’s offerings may also include competitive employee benefits.
Anticipated Posting Close Date:
Nov 20, 2024
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.
#J-18808-Ljbffr