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The Call Monitoring Business Risk Team Supervisor position, reporting to the Call Monitoring Business Risk Group Manager, is a manager of In Business Risk and Control professionals consisting of a team of Call Monitoring Analysts and acts as a supervisor accountable for the NAM U.S. Consumer Wealth Management (CWM) Call Monitoring program execution (includes continuous design and modification of the processes).The role plays a key part in the design of the end-to-end solution with a particular focus on automation, control design and scalability to support well-controlled business growth and requires collaboration and partnership with Global Wealth Management, senior business leaders, Technology, Sales, Operations, Risk Management and Compliance.The role requires the need to develop a comprehensive understanding of multiple areas within Citi Global Wealth (CGW) with a focus on NAM US CWM and how they interact to achieve the objectives of the function.The ideal candidate works with and follows direction from senior management and must have excellent communication skills. The expectation is that the candidate applies in-depth understanding of the business processes and assist in the design, testing and implementation of process and technology solutions and preferably has prior expertise with Call Centers, Call Monitoring and/or managing Call Monitoring Analysts for the monitoring of investment related rules and requirements.The Call Monitoring team is responsible for the NAM US CWM Call Monitoring program execution including assessment, evaluation of inbound/outbound calls to ensure compliance with policies and procedures and applicable regulatory requirements for certain groups supporting phone servicing to our client, tracking and escalation of issues to various partners, including Sales and Risk Management.The Call Monitoring Business Risk Team Supervisor is accountable for the end results of the team, exercises control over resources including performance evaluations, compensation, hiring, disciplinary actions, optimization, training, and planning.As part of said team management, the successful applicant must drive productivity and effectiveness improvements, deliver the utmost quality output, continually incorporate best practices and improvements across all Analysts’ ongoing call monitoring work.ResponsibilitiesEstablishes and oversees the execution of Call Monitoring requirements, policies, and governance processes to create lasting monitoring routines and/or testing solutions.
Responsible for the deliverables of the Call Monitoring Program and Team
Independently assess risks and drive actions to address root causes of shortcoming in call monitoring by challenging historical and proposed practices.
Serves as a subject matter expert in all matters related to call monitoring in support of the NAM Consumer Wealth Management business, including industry practices as well as a general understanding of Risk & Controls within a high paced operational environment.
Drive productivity and effectiveness improvements, deliver the utmost quality output, continually incorporate best practices and improvements across all Analysts’ call monitoring work, and drive and support strategic frameworks.
Accountable for timely and accurate entry of all monitoring results including awareness items and areas of concern through reporting deadlines.
Coach a team of analysts and lead by continually driving the adoption of best practices and improvements into all aspects of call monitoring work and tests – embrace learning and drive the team to include those learnings into improvements.
Develop and maintain effective relationships with business partners.
Support strategic projects and ad hoc requests from internal partners as required.
Partner with other Citi Call Monitoring functions to share best practices and identify areas of improvement.
QualificationsMinimum 5 years of experience managing a team – direct management preferred.
Expert-level understanding of monitoring routines or related risk related governance monitoring
Expert-level knowledge of Investments Products and Services.
Advanced skills in MS Excel and MS PowerPoint and MS SharePoint.
Proven ability to work cross-functionally exercising leadership through influence, persuasion, and negotiation.
Exemplary thought leadership skills; able to build and lead strategic initiatives.
Excellent relationship management skills with the ability to influence others and foster a sense of collaboration.
Strong execution skills with drive for continuous improvement.
Outstanding people management and supervisory skills.
Strong communication, written and presentation skills
Independent thinker and able to perform a credible challenge of the Business
Ability to produce high quality work under rigid time constraints.
Must have US work authorization, this position is not sponsoring visas
Bilingual Spanish/English preferred but not required
Education:Bachelor’s/University degree or equivalent experience, potentially master’s degree
Required Securities LicensureThis position requires active series 7, 63/65 (or 66), 9/10, (or 24) for supervision
Job Family Group:Risk ManagementJob Family:Business Risk & ControlsTime Type:Full timeCiti 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.
Vacancy expired!