Job Description

We are seeking a highly motivated, responsible and detail-oriented professional to lead and manage controls and regulatory initiatives focused on enhancing our controls framework, service quality and regulatory compliance. The individual working with the team, will be responsible for designing and implementing controls programs, and providing monthly/quarterly controls testing and review adhering to Citi's policies and frameworks. The role will also be responsible for gap analysis for new regulations and implementation plans. Developing regulatory reports and notifications as required.
Key Responsibilities

• Governance and controls

• This Includes designing controls for identification and measurement (significance and likelihood) of key risks to operate within the firm's risk appetite
• Also responsible for operationalizing the controls and monitoring into ongoing assessment through which risk can be assessed
• Incase process failures are identified work with relevant team members on corrective action plans (CAPs) and monitor till closure
• Work with the team to understand new digital enhancements that would require set up of new controls and testing methodology and operationalize it
• Coordinate on internal audits, regulatory reviews and provide necessary support with audit and examination deliverables, tracking engagements, monitoring of issues and CAPs raised as part of the audit process
• Support providing regular updates to senior management on the performance of the controls assessment and design and other items
• Need of the hour is to assist on remediation Issues/CAPs related to the recent UAE audit and regulatory projects that are inflight (Issues 814813 and 821565) for comprehensive and timely delivery
• Net Promoter Score Program Management

• Design, implement and manage the NPS framework across customer touchpoints
• Analyze feedback to identify trends and root causes of dissatisfaction
• Collaborate with business units to drive improvement actions and close the loop with detractors
• Prepare and present regular reports on NPS results and progress to management
• Mystery Shopping Execution

• Coordinate and manage end to end execution of mystery shopping activities targeting branch, Citigold acquisition officers and relationship managers
• Define evaluation criteria and aligned with service standards and regulatory expectations
• Liase with external vendors and internal stakeholders fore scheduling, reporting and action tracking
• Ensure timely communication of findings and follow up on remediation actions
• Regulatory compliance reporting

• Lead the preparation and submission of regulatory reports
• Ensure data accuracy, timely reporting and alignment with regulatory requirements
• Maintain strong liaison with Compliance, Controls and other relevant functions to meet regulatory obligations
• Customer Education Awareness Program

• Develop and implement customer education campaigns to promote financial literacy, fraud awareness, digital banking usage
• Partner with Marketing, Digital and Product teams to deliver content through appropriate channels (e.g. email, social media, in-branch)
• Track effectiveness and engagement of awareness initiatives through relevant KPIs

Qualifications

• Minimum of 6-10 years of experience in operational risk management, compliance, audit, or other control-related functions in the financial services industry
• Ability to identify, measure, and manage key risks and controls
• Proven experience in control related functions in the financial industry
• Proven experience in implementing sustainable solutions and improving processes
• Understanding of compliance laws, rules, regulations, and best practices
• Understanding of Citi's Policies, Standards, and Procedures
• Strong analytical skills to evaluate complex risk and control activities and processes

Education
Bachelor's/University degree, Master's degree preferred
Job Family Group: Product Management and Development
Job Family: Digital Product Management
Time Type: Full time
Most Relevant Skills Please see the requirements listed above.
Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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Skills Required