Job Purpose :
The Issue Management Officer (IMO) is part of the Issue Management Organization in Mexico and reports to the In-Business Control Officer (IBCO) and has a matrix reporting line to the Issue Management Head in the Office Of Governance and Control (OGC).
The IMO is fully dedicated to issues management, and the primary purpose of this role is to facilitate communication and coordination between his / her managed Business(es) and the rest of the organization, including the OGC, acting as a primary support contact for issues management related matters.
The incorporation of this role within the organization is an enabler for improvement and sustainability of the issues management practice in Mexico
Job Background / context :
Effective Issues Management, including early identification, prompt escalation, alignment to global / local policies and timely resolution is a top priority for Citi and is one of the accountabilities of Business Senior Managers and In-
Business Control Officers that will be delegated to the Issue Management Officer.
Issue ownership will remain with Business Managers and the IMO will provide issues management expertise and coordination between the managed Business and the organization.
Key responsibilities :
Be fully knowledgeable in all corporate policies and procedures related to issues management as well as risk discipline, problem solving and project planning methodologies to provide Issues Management Subject Matter Expertise within the managed Business
Drive Issue Owners and CAP Owners through the end-to-end issue lifecycle, fostering adherence to corporate policies, standards and procedures
Foster prompt escalation when issues are identified and is responsible for capturing issues in iCAPS as soon as they are identified and achieving data integrity standards
Lead Issue Owners and Stakeholders for accurate issue definition, effective root cause analysis, project planning that integrates all the work required and all predictable dependencies, and timely resolution avoiding re-targets for closure
Support Issue Owners and CAP Owners to meet all Quality Assurance and Independent Validation components
Support Issue Owners and CAP Owners to process Re-target requests and approvals
Monitor entitlements for iCAPS and make sure that only the appropriate users within the managed Business have the right entitlements
Manage the Corrective Action Plans portfolio owned by the managed Business to distribute the workload as per the installed capacity, prioritizing the resolution of critical issues, based on issue severity rating and / or Business priorities
Serve as support to the business to manage interactions between the managed Business and Internal Audit, Compliance Testing, and other assessment entities for issues management related matters
Act as the primary contact and responsible to provide updates for global and local groups (including the OGC) related to issue status reporting activities
Actively participate and contribute to cross-business issues analysis to prevent occurrence in other businesses
Actively participate in training sessions and give training within the managed Business
Actively participate in recurrent issues management working groups
Proactively provide feedback to the Issue Management Unit Head to improve issues management practice
Knowledge / Experience :
2 years of experience in Risk management, Audit and / or internal control
At least 2 years of experience in project planning and project / program management of Business experience in Management, Control & Operations, Fraud or related in any of the following : Retail, Digital Banking, Patrimonial, Small Businesses, Mortgages, Insurance.
Knowledgeable in the CIA methodology
Knowledgeable in the PMP methodology
Knowledgeable in problem solving methodologies
Experience processing large data files and multiple data sources to construct reports (excel, no big data)
Experience processing large data files and multiple data sources to construct reports
Bachelor’s degree in Administration, Engineering, Finance, Accounting or related
CIA certification preferable
PMI certification preferable
Strong ability to understand problems and focus on root cause analysis
Strong interpersonal skills including teamwork and organizational skills
Strong written and verbal communication skills (English and Spanish)
Strong analytical skills and attention to detail and numbers
Ability to handle frustration, work under pressure with tight deadlines and unexpected requirements and priority changes
Demonstrates solid project management skills in relation to : project plan development, budget planning, dependencies identification, identify and manage stakeholders, oriented to deliverables
Ability to follow methodologies and have limited tolerance to deviations and exceptions