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Citi Group SVP / Lending Operations Process Quality Assurance Lead 
United States, Delaware, New Castle 
588468883

25.06.2024

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.
Operations - Transaction ServicesLoan Documentation and Processing

Full timeNew Castle Delaware United States$132,160.00 - $198,240.00


Anticipated Posting Close Date:

Apr 26, 2024

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