Business Risk and Control Officer - C13

The USPB Call Listening Controls Utility designs and executes Detective Controls for all recorded Agent-Client phone interaction Activities/Processes and Risks documented as in scope for the MCA (Managers Control Assessment) where the Activity/Process, Risk, and Control are executed and owned by a U.S. Personal Banking (USPB) Business.

This position reports to the USPB Call Listening Controls Head within the USPB-Wealth-Common Control Testing Utility; and is an execution-oriented individual contributor position accountable for end-to-end call listening controls design – i.e., operational controls performance and adequacy – which includes design, execution, results reporting, and insight sharing related to the above scope of controls.

The Call Listening Controls Execution and Reporting Leader is a subject matter expert on overall call listening controls, with an excellent level of understanding on control design, and who closely follows the latest trends in call listening controls execution and adapts them for application within own job and covered businesses and functions.

Excellent management and communication skills required to negotiate internally, often at a senior level. Developed communication and diplomacy skills are required to guide, influence and convince others, particularly colleagues in other areas and occasional external customers. Accountable for controls testing results and advice regarding the controls execution. Necessitates a degree of responsibility over technical strategy.

Responsibilities:

• Supports the USPB Call Listening Controls Utility by executing monitoring, communicating exceptions, driving process improvements, and developing insights.
• Researches and properly assesses any escalations submitted via the Operational Stakeholders, including 2nd and 3rd level requests
• Creates, develops, and owns reporting related to monitoring execution to deliver to Call Listening Execution Leaders
• Carries responsibility to partner with the Call Listening Execution team on new or modified reporting needs as requested by Operational Stakeholders
• Creates materials for Operational Risk Forums (ORF) and senior meetings as needed and investigates causes for results that are deviating from trends and escalate situations that pose excessive risk(s).
• Develops and drives improvements to established reporting to migrate away from EUCs moving to more efficient reporting
• Helps drive continuous improvements in accuracy and efficiency by providing feedback from escalation reviews  
• Maintains relationships and drives accountability with partners and stakeholders to drive control design's success in support of the business's strategy.
• Appropriately assesses 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.
• Supports other relevant work efforts of department where needed and as directed by their manager.

Qualifications:

• 5+ years relevant experience, 3+ years in Risk & Controls roles.
• Subject matter expert on controls design, execution and/or control testing.
• Excellent understanding of MCA (Managers Control Assessment) frameworks and processes.
• Advanced skills in MS Word, MS PowerPoint, and MS SharePoint.
• Expert skills in MS Excel.
• Experience with tools such as Nexidia, QSAM and NICE
• Effective communication, written and presentation skills.
• Strong people and relationship management skills with the ability to influence others and foster a sense of collaboration.
• Independent thinker and able to perform a credible challenge of businesses/functions.
• Ability to work effectively on virtual teams, including across different geographies and time zones preferred.

Travel Requirement:

• Less than 10%.

Education:

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

Primary Locations:

• Florence, Tampa, Jacksonville, Irving.

------------------------------------------------------

Job Family Group:

Risk Management

------------------------------------------------------

Job Family:

Business Risk & Control