Head of Enterprise Escalation

Citi, the world’s leading global bank, has approximately 200 million customer accounts and a presence in more than 160 countries and jurisdictions worldwide. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Citi enables clients to achieve their strategic financial objectives by providing them with cutting-edge ideas, best-in-class products and solutions, and unparalleled access to capital and liquidity.The Global Business Risk & Control Office (“GBRCO”) is a function within Citi’s Chief Administrative Office that supports development, implementation, and oversight of enterprise control standards, frameworks, remediation, reporting, tools, and escalation oversight. The Head of Enterprise Escalation will report to the Global Business Risk & Control Officer and will be charged with leading the implementation of the escalation framework and supporting its operationalization and coordinating and monitoring significant event response. This role will be an integral member of a team that serves as the enterprise-wide primary point of contact for escalation and coordination point for all significant events.Responsibilities:

Ownership of the enterprise-wide Escalation Policy and support of day-to-day operationalization across the organization

Ownership of the enterprise-wide Significant Events Playbook which covers all natures of events with significant impact to Citi, its operations, and its clients, including reputational, conduct, liquidity, IT/cyber, physical

Ownership of the enterprise-wide root cause practices framework and ongoing review

Work with stakeholders across the institution to ensure the escalation framework is cascaded into policies and processes and that employees and managers receive appropriate training

Support determination of whether an escalation event requires further escalation and potentially the activation of the Significant Events Playbook

Ensure a firm-wide escalation tool is developed and adopted across all businesses/functions to support monitoring, transparency, and aggregation

Oversee thematic analysis of escalation events to identify trends and root causes to ensure appropriate remediation as appropriate

Support firm-wide efforts to create a culture of escalation, including accountability measures, incentives, training, and communications to emphasize the importance of timely, proactive, and diligent escalations

Lead Incident Assessment & Activation Team (IAAT), charged with monitoring emerging threats, assessing impact across organization, helping determine when an Event Situation Room (ESR) is required, and coordinating communications (e.g., regulatory notification)

Ensure that communication to the EMT, Board, regulators, public and clients is consistent, comprehensive, synthesized, and well-coordinated

Oversee a global team to support 24-hour coverage of events

Set root cause analysis framework and process for incident post-mortem and remediation

Observe post-mortem of significant control failures and ensure learnings are widely incorporated

Conduct enterprise-wide pattern detection across to identify deep root cause and determine whether remediation was sufficiently comprehensive (e.g., repeat incidents)

Qualifications & skills:

A minimum of 15 years of experience at a global financial institution

Strong understanding of a broad range of financial services products/services and end-to-end processes including technology and operations functions

Possess the ability to define problem statements and bespoke solutions in ambiguity

Capable of driving outcomes independently and escalating issues as encountered in timely manner

Knowledge of and experience with financial services control environments and business processes

Understanding of ever-evolving governance processes and regulatory environments within financial services

Experience managing multiple, nimble highly efficient teams

Excellent communication skills and the ability to motivate and persuade colleagues across disparate businesses, regions and cultures

A demonstrated ability to work collaboratively within and across project teams, functional and business units

Well-developed listening skills and a strong ability to engage at the senior management level

Ability to understand and operate successfully in a complex, heavily matrixed corporate environment

Demonstrated excellence in mentoring and developing staff and expanding capabilities

Demonstrated experience in designing work programs and playbooks

The ability to summarize complex topics effectively for c-suite executives and members of the board of directors

Experience interacting with and providing progress reports to regulators

Demonstrated ability to support change management across large global organizations

The ability to collaborate effectively, while also providing constructive challenge to status quo thinking

Education:

Bachelor’s/University degree or equivalent experience, potentially Masters degree

Job Family Group:Risk ManagementJob Family:Business Risk & ControlsTime Type:Full timePrimary Location:New York New York United StatesPrimary Location Salary Range:$275,000.00 - $400,000.00Citi 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/OFCCPEEOSupplementFinalJRFQA508c.pdf) .View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeoaapolicy.pdf) .View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.pdf)Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.Citi is an equal opportunity and affirmative action employer.Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.