The Compl Bus Control Sr Manager 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. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. 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. Full management responsibility of a team, which may include management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations and may include budget approval. **Responsibilities:** + Manage and drive the incident management process from Start to Finish. + Produce the weekly Incident Management Report communicated with all senior leaders in supported Lines of Business. + Facilitates and ensures Issue Management Quality Standards are met for issues documented + Act as the Single point of Contact for issue metrics. + Transform raw data into useful metrics and reportable information for senior leadership. + Develops and produces issue and incident metrics for Senior Leadership on a weekly, monthly and quarterly basis. + Perform quality assurance over issues being reported on multiple executive level reports to include Monthly Operations Decks and Weekly Control Decks. + Leverage communication and influencing skills to guide issue and corrective action plan owners and issue managers during times of distress during the issue management process. + 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, control leaders, and Training, so that efforts are aligned with strategy and department efforts, regular two-way communication exists, downstream impacts are considered and business solutions are optimized. + Has the ability to operate with a limited level of direct supervision. + Can exercise independence of judgement and autonomy. + Acts as SME to senior stakeholders and /or other team members. + Ability to manage teams. + 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 and functional peers from multiple disciplines to reach a common goal. + Prefer experience of Transactions Services functional knowledge + Proficient with the iCAP system, experience with Cognos is a plus. + 6-10 years of experience **Education:** + Bachelor’s/University degree or equivalent experience, potentially Masters degree The primary responsibilities of this Compl Bus Control Sr Manager position will be to lead the audit management process for Customer Service from audit preparation through audit completion. + Manage Customer Service In Business Control Exam Management team comprised of 4 analysts and 2 specialists + Respond to regulator, 3rd line of defense, and 2nd line of defense deliverable and meeting requests accurately, completely, and timely, to include coordination of requests with key stakeholders and review of responses and artifacts, and facilitation of timely corrective action plan development for identified gaps + Facilitate factual accuracy discussion of potential audit concerns with business stakeholders and auditors, facilitate timely development of corrective action plans, and communicate to Senior Leadership + Lead audit preparation plan and related activities to include resourcing, health evaluation, and risk and control assessment to identify potential concerns and initiate corrective action + Provide reporting on exams, audits, and reviews to include potential risks and opportunities and produce audit metrics for Senior Leadership on a monthly basis + Lead team to identify process improvements and risk reduction opportunities for Customer Service + Develop and maintain Exam Management process and procedures that drive consistency across the 3 lines of business and best utilize resources in order to provide accurate and timely responses to regulators, 3rd line of defense, and 2nd line of defense + Keep abreast of the organization’s operational processes and best practices for identification of potential risk during audit preparation and for facilitation of discussions with auditors + Build partnerships with Operations leaders, process owners, client experience leaders, control leaders, and Training, so that efforts are aligned with strategy and department efforts, regular two-way communication exists, 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 ------------------------------------------------------ **Job Family Group:** Compliance and Control ------------------------------------------------------ **Job Family:** Business Control ------------------------------------------------------ **Time Type:** Full time ------------------------------------------------------ **Primary Location:** Johnson City Tennessee United States ------------------------------------------------------ **Primary Location Full Time Salary Range:** $97,360.00 - $146,040.00 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. ------------------------------------------------------ **Anticipated Posting Close Date:** Nov 21, 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. Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** . View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) . View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) . View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf) Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.