US Retail Bank - Senior Issue Manager, Mortgage Servicing - Vice President (Hybrid)

The Senior Issue Manager - Vice President is responsible for the coordination and comprehensive management of issues with key stakeholders, such that Citi achieves and maintains compliance and appropriately remediates findings from internal and external reviews as well as self-identified issues. Includes coordinating with key stakeholders to investigate controls gaps or failures, develop corrective action plans, and provide robust challenge enabling the key stakeholders to implement sustainable solutions by addressing root causes and adopting enhanced discipline including consideration of lessons learned for the timely closure of issues.

Will support Issue Management for Mortgage Originations within US Retail Bank.

Responsibilities:

• Utilized project management skills to manage a portfolio of USRB Issues throughout the Issue Management lifecycle.

• Facilitate Issue Management meetings to drive progress with Key Stakeholders and Business Support Peers.

• Identify and document Issue root cause leveraging 5 Whys activity.

• Ensure completeness and accuracy of Issue Descriptions, utilizing the 4 C’s (Concern, Cause, Context, Consequence).

• Partner with Business to develop corrective action plans, providing challenge as needed to ensure CAP aligns with Policy guidelines and best practices.

• Escalate Obstacles/Challenges/Risks and Nuances that can/will impact the Issue overall target completeness.

• Ability to run and manage conference calls with business partners, Internal Audit, ICRM, Legal and functional peers from multiple disciplines to reach a common goal.

• Leverage communication and influencing skills to guide Issue & Corrective Action Plan owners and Supporting Business Partners during times of distress during the Issue Management Process.

• Create/Develop Issue Closure Attestation Packages and review supporting documentation/artifacts. Provide credible challenge as needed with Key Stakeholders.

• Build partnerships with supported Line of Businesses Operations leaders, process owners, Business Control, ICRM, In-Business Credit Risk, Legal, CCRT, Technology, and Monitoring partners.

• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation, 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.

• Deliver results in a highly matrixed environment, with accountability to both Issue Management and supported Business Line.

Qualifications:

• 6-10 years of Retail Bank and/or Mortgage Financial experience.

• Has the ability to operate with a limited level of direct supervision.

• Strong analytical and organizational skills

• Project Management experience preferred

• Working knowledge of MCA and ARCM structure

• Working knowledge of Risk Mitigation.

• Proficient with Microsoft Office - Excel, PowerPoint

• Proficient with Citi Risk and Controls system, including iCAPs.

Education:

• Bachelor's/University degree, Master's degree preferred.

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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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