Digital Governance and Controls Manager

United States Citigroup

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 PHONE_NUMBER and PHONE_NUMBER) 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