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.
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firms reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Ability to run and manage conference calls with business partners, technology and functional peers from multiple disciplines to reach a common goal.
Prefer experience of Transactions Services functional knowledge
Proficient with the iCAP system, experience with Cognos is a plus.
6-10 years of experience
Bachelor’s/University degree or equivalent experience, potentially Masters degree