Citi Group SVP / Lending Operations Process Quality Assurance Lead 

United States, Delaware, New Castle 

588468883

Responsibilities:

• Establish and oversee comprehensive Quality Assurance (QA) testing across all High-Risk Processes (as defined by Citi’s Operational Risk Management (ORM) Policy), timeliness of testing, delivery of results and metrics to Lending Operations senior management.

• Work with lending Operations managers to identify root causes potential impact of QA findings and observations and provide suggestions for remedial actions to mitigate identified risks.

• Deliver periodic management reporting and metrics (KRIs / KPIs) to Lending Operations management.

• Present QA testing results in the global monthly QA Forum.

• Partner with the Independent Risk and Control (IRC) team to agree on root causes, identify whether defects identified are potential Operational Risk Events (OREs)

• Respond to queries received from Independent Risk and Control (IRC), Internal Audit, BFQC, ORM etc.

• People management responsibilities including recruitment and delivery of Performance Improvement Plans (PIPs) as needed.

• Analyze impact of new policies, procedures, and regulations on QA processes.

• Partner with the MCA team for use of QA testing results for MCA.

• Create training and development opportunities for QA Team.

• Ensure comprehensive QA framework and coverage for clusters.

• Develop and implement a Continuous improvement program.

• Assess the impact of new Policies and Procedures as well as Lending Operations process changes and provide inputs from QA perspective.

• Design and implement team engagement framework/

• Proactively review metrics and KPI’s to identify emerging trends.

• Conduct root cause analysis on past data and isolate any recurring trends.

• Manage new QA launches, implementations and “Go-Lives”.

• Ensure reporting of deficiency on a timely basis to Lending Operations managers and timely feedback loop.

• Act as primary point of contact for assigned clusters.

• Take ownership of team development and mentoring.

• Build relationships across various verticals of Lending Operations and create an environment of open discussion / innovation.

• Ensure timely escalation of operational risks incidents to relevant contact points.

• Pro-actively update QA procedures and other related documents.

• Respond to queries received from Independent Risk and Control (IRC), Internal Audit, BFQC, ORM etc.

• People management responsibilities including recruitment and delivery of Performance Improvement Plans (PIPs) as needed.

• Work with other cluster Leads to ensure consistency of processes and testing.

• Oversee continuous improvement plan and track implementation and success of initiatives.

• Oversee remediation projects / initiatives including migration rollouts.

Qualifications:

• 10+ years of relevant experience

• Reasonable knowledge of business processes & procedures, products & services in loan operations; or operations management experience required

• General awareness of managing, preparing, and reviewing loan documentation

• People management experience required

• Expert in identifying, mitigating, managing, resolving, and escalating risks and issues

• Experience reviewing processes and procedures documents to identify breaks

• In-depth awareness of risk types, policies and control measures and processes

• Comply with applicable laws, rules, and regulations, and adhering to Policies

• Bi-lingual (English and Spanish) preferred

• Bachelor’s/Universitydegree, Master’s degree preferred or equivalent experience

• Establish and oversee comprehensive Quality Assurance (QA) testing across all High-Risk Processes (as defined by Citi’s Operational Risk Management (ORM) Policy), timeliness of testing, delivery of results and metrics to Lending Operations senior management.
• Work with lending Operations managers to identify root causes potential impact of QA findings and observations and provide suggestions for remedial actions to mitigate identified risks.
• Deliver periodic management reporting and metrics (KRIs / KPIs) to Lending Operations management.
• Present QA testing results in the global monthly QA Forum.
• Partner with the Independent Risk and Control (IRC) team to agree on root causes, identify whether defects identified are potential Operational Risk Events (OREs)
• Respond to queries received from Independent Risk and Control (IRC), Internal Audit, BFQC, ORM etc.
• People management responsibilities including recruitment and delivery of Performance Improvement Plans (PIPs) as needed.
• Analyze impact of new policies, procedures, and regulations on QA processes.
• Partner with the MCA team for use of QA testing results for MCA.
• Create training and development opportunities for QA Team.
• Ensure comprehensive QA framework and coverage for clusters.
• Develop and implement a Continuous improvement program.
• Assess the impact of new Policies and Procedures as well as Lending Operations process changes and provide inputs from QA perspective.
• Design and implement team engagement framework/
• Proactively review metrics and KPI’s to identify emerging trends.
• Conduct root cause analysis on past data and isolate any recurring trends.
• Manage new QA launches, implementations and “Go-Lives”.
• Ensure reporting of deficiency on a timely basis to Lending Operations managers and timely feedback loop.
• Act as primary point of contact for assigned clusters.
• Take ownership of team development and mentoring.
• Build relationships across various verticals of Lending Operations and create an environment of open discussion / innovation.
• Ensure timely escalation of operational risks incidents to relevant contact points.
• Pro-actively update QA procedures and other related documents.
• Respond to queries received from Independent Risk and Control (IRC), Internal Audit, BFQC, ORM etc.
• People management responsibilities including recruitment and delivery of Performance Improvement Plans (PIPs) as needed.
• Work with other cluster Leads to ensure consistency of processes and testing.
• Oversee continuous improvement plan and track implementation and success of initiatives.
• Oversee remediation projects / initiatives including migration rollouts.

Anticipated Posting Close Date:

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