The Client Remediation - Business Control Officer - VP accomplishes results through the management of professional team(s) and department(s). Integrates subject matter and industry expertise within a defined area. Contributes to standards around which others will operate. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and Regulators. Has responsibility for volume, quality, timeliness and delivery of end results of an area. May have responsibility for planning, budgeting and policy formulation within area of expertise. Involved in short-term planning resource planning. Indirect responsibility of a cross-functional team to identify and validate client population analytics for issues requiring client remediation and remuneration.

Responsibilities:

• Manage and drive the client remediation process ensuring alignment with Issue Management Procedure and Policy and Remediation Procedure.
• Ensure client remediation identified populations are accurate, complete, appropriate and well-documented in terms of data waterfalls, sources, flows, limitations and assumptions.
• Work with Issue/CAP owner, subject matter experts, and other key stakeholders to outline requirements needed to identify impacted population
• Perform maker-checker analysis and data validation.
• Provide consistent Issue status communication to senior leaders in supported Lines of Business which includes applicable escalations.
• Develops and supports analytical solutions for continuous auditing across a wide array of consumer products.
• Support Issue Validation through requisite testing of data sets across multiple platforms, including SAS, SQL Server, Oracle and other databases for accuracy and applicability to internal audit testing and regulatory requirements.
• Leverage communication and influencing skills to guide issue and corrective action plan owners and issue managers throughout the remediation issue management process.
• Enable the Client Remediation and Issue Management teams so that their knowledge and confidence ensures successful results.
• Display continued growth in leadership and coaching to be a quality contributor and point of contact for all areas of the business in identifying and escalating issues and making sound decisions based on facts and business knowledge, and delivering innovative decisions/solutions
• Drive a culture of continuous improvement and efficiency within the Client Remediation team as well as with our involvement with our business partners. Improve speed and consistency in identifying and escalating Issues while maintaining accuracy and full mitigation.
• 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, analytic partners, control leaders, Legal, Compliance, Risk, Internal Audit and Training, so that efforts are aligned with strategy and department efforts, ensuring downstream impacts are considered and business solutions are optimized.
• 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:

• Ability to run and manage conference calls with business partners, technology, operations, analytic teams and functional peers from multiple disciplines to reach a common goal.
• Proficiency with Microsoft excel pivot tables and look-up functions.
• Experience with customer remediation or issue management in the finance industry.
• Prefer experience of overall US Retail Bank (USRB) functional knowledge.
• 6-10 years of experience as Business Manager
• Project administration and background in operational areas.
• Experience managing limited resources that are requested to offer outstanding results.
• Experience in finance and processes administration
• Proficient with the iCAP system, experience with Cognos is a plus.
• Understanding of SQL queries (SAS, T SQL, P/L SQL) a plus.
• Action-oriented, entrepreneurial, flexible, and innovative approach to operational management.
• Passion, humility, integrity, positive attitude, mission-driven, and self-directed.
• Excellent influencing, facilitation, and partnering skills with key stakeholders and Senior Management.
• Strategic and goal-oriented thinker.
• Effective interpersonal skills – including teamwork and organizational skills.
• Consistently demonstrates clear and concise written and verbal communication
• Persuasive and passionate communicator with excellent public speaking skills.
• Monitoring both scheduled and unscheduled reviews to completion.
• Attention to detail and ability to multi-task.

Education:

• Bachelor’s/University degree, Master’s degree preferred

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