**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.
**Qualifications**:




- Ability to run and manage conference calls with business partners, technology and functional peers from multiple disciplines to reach a common goal.
- Ability to problem solve, sound business judgment, and demonstrated result orientation.
- Outstanding analytical and quantitative capabilities; history of academic and professional excellence and achievement.
- Creativity and independent thinking;
- Consistently demonstrates clear and concise written and verbal communication
- Collaborative work style; effectively interacts with partners across organizational boundaries/hierarchies.
- Leadership presence; commands respect and will earn trust of senior leaders.
- Highly motivated and with enthusiasm for Financial Services industry and desire to master the business.
- Highly proficient in MS Powerpoint and Excel.
- 6-10 years of experience
**Education**:
- Bachelor’s/University degree or equivalent experience, potentially Masters degree
- 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.
- Significant impact on the area through complex deliverables.




- Lead projects across their lifecycle: identifying and structuring the problem, analyzing root causes, developing solutions, communicating project results, and obtaining buy-in for change.
- Manage all aspects of client service, including planning, prioritizing and organizing projects.
- Develop and strengthen relationships with executives across the business.
- Identify opportunities to add value beyond the scope of formal projects.
- Contribute to continuous team improvement and management, e.g., provide leadership in recruiting, coach junior staff, etc.
- Efficiently solve complex, ambiguous problems/situations.
- Multi-tasks productively and reliably, while managing conflicting priorities.
- Performs other duties and functions as assigned.
- 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.
- **Job Family Group**:
Compliance and Control
- **Job Family**:
Business Control
- **Time Type**:
Full time
- 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.
View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.
View the **EEO Policy Statement**.
View the **Pay Transparency Posting

📌 Digital Commercial Channels Strategic Manager (Tláhuac)
🏢 Citi
📍 Tláhuac