Business Services – Policy Governance Manager

Policy Governance Manager – Business Services

Citi has established Business Services to simplify operations, break down silos, and drive end-to-end ownership of key processes. This role will lead to the adoption and execution of the Business Services Policy and relating documents. It offers a unique opportunity to shape and influence the policy governance landscape within Citi’s Business Services organization, working with a dynamic and collaborative team to drive enterprise excellence across the firm.

The Policy Governance Manager is a senior leadership role within Citi’s Business Services Function, responsible for driving the development, management, and enforcement of related policies, standards, and procedures across the firm. This role is crucial for ensuring adherence to regulatory requirements and driving a culture of risk and control through effective policy governance.

Key Responsibilities

Policy Strategy & Advisory:

• Serve as a primary advisor on the interpretation and application of the Business Services Policy, Standards, and Procedures.
• Collaborate with 1st and 2nd Lines of Defense to assess policy impacts, identify gaps, and propose actionable recommendations for compliance.
• Drive strategic initiatives aimed at enhancing the clarity, consistency, and simplicity of policy documents, while ensuring alignment with the overall governance framework.

Policy Development & Management:

• Lead the creation, review, and refinement of Business Services policies, ensuring alignment with regulatory expectations and internal risk management principles.
• Establish a robust policy governance framework that promotes continuous improvement in the development, documentation, and communication of policies.
• Monitor and evaluate the effectiveness of existing policies and procedures, and proactively identify areas for optimization or consolidation.

Policy Implementation & Enforcement:

• Partner with key business and functional stakeholders to oversee the implementation of policy requirements across the organization, ensuring consistent application and adherence.
• Develop and deliver targeted training programs and materials to educate relevant stakeholders on policy changes and compliance expectations.
• Utilize data and analytics to track policy compliance, measure effectiveness, and report on policy adherence and enforcement to senior leadership.

Regulatory & Risk Engagement:

• Act as the central point of contact for regulatory engagements related to Business Services policies, including audit reviews, regulatory exams, and risk assessments.
• Prepare and present materials for regulatory and risk committees, and effectively communicate policy changes and their impacts to regulators and internal stakeholders.

Stakeholder Communication & Change Management:

• Design and execute a comprehensive communication strategy to ensure timely dissemination of policy updates, newsletters, and training materials.
• Facilitate cross-functional forums and working groups to drive awareness, alignment, and ownership of policy governance within Business Services.
• Lead change management efforts related to policy adoption, ensuring seamless integration and minimal disruption to business operations.

Qualifications & Skills

• Strategic Thinking: Ability to identify and lead teams in uncovering opportunities for simplification, with an innovative and outcome-driven mindset.
• Program Leadership: Extensive experience in managing high-visibility, complex initiatives, with the ability to balance strategic oversight and detailed execution.
• Leadership: Proven experience in leading cross-functional teams, driving strategic initiatives, and influencing senior stakeholders.
• Communication: Exceptional written and verbal communication skills, capable of conveying complex information clearly and concisely to senior audiences.
• Collaboration and Influence: Exceptional ability to build relationships, influence business stakeholders, and lead organizational change through collaboration and partnership.
• Attention to Detail: High level of accuracy and attention to detail in all aspects of policy management and documentation.
• Education and Experience: Bachelor’s degree, advanced degree or equivalent experience preferred. Minimum of 8+ years of experience in policy management, risk governance, or regulatory compliance within the financial services industry.

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Job Family Group:

Business Strategy, Management &