Customer Remediation Analytics Leader-Senior Vice President

The USCC Client Remediation Team in AIM India will manage and drive the Client remediation process alongside the onshore USCC team,  ensuring alignment with Issue Management Procedure and Policy and US Consumer Remediation Procedure. The team will work for the USCC Business.

• As the leader of this team, the individual is expected to closely work with the USCC leaders in ensuring that we align with the business priorities and drive towards common goals.
• The team is going through a massive process transformation, wherein there are regulatory mandates to minimize the time to remediate the customer, along with improved focus on delivery accuracy alongside timelines.
• It is imperative for this leader to bring agility, consistency, speed of deployment, innovation and a governance process through centralized and extensive data & analytics driven framework

Key Deliverables:

• Ensure client remediation identified populations are accurate, complete, appropriate, and well-documented in terms of data waterfalls, sources, flows, limitations, and assumptions.
• Work with Issue/CAP owner, subject matter experts, and other key stakeholders to outline requirements needed to identify impacted population
• Ensure robust controls are in place to have tollgates across the life cycle, in ensuring quality deliverables on a timely basis.
• Develops and supports analytical solutions for continuous auditing across a wide array of consumer products.
• Support Issue Validation through requisite testing of data sets across multiple platforms, including SAS, EAP and other databases for accuracy and applicability to internal audit testing and regulatory requirements. 
• Leverage communication and influencing skills to guide issue and corrective action plan owners and issue managers throughout the remediation issue management process. 
• Enable the Client Remediation and Issue Management teams so that their knowledge and confidence ensure successful results.
• Display continued growth in leadership and coaching to be a quality contributor and point of contact for all areas of the business in identifying and escalating issues and making sound decisions based on facts and business knowledge, and delivering innovative decisions/solutions
• Drive a culture of continuous improvement and efficiency within the Client Remediation team as well as with our involvement with our business partners. Improve speed and consistency in identifying and escalating Issues while maintaining accuracy and full mitigation.
• 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, analytic partners, control leaders, Legal, Compliance, Risk, Internal Audit and Training, so that efforts are aligned with strategy and department efforts, ensuring downstream impacts are considered and business solutions are optimized.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's 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.
• Work closely with Business Stakeholders to set the priorities for the team, convert those goals into actionable with a clearly defined delivery plan and outcomes.
• Expand the team into a robust multi-site model (Gurugram and Chennai) with a thorough Continuity of Business (CoB) in place
• Ensure all processes follow a standard technology approved SDLC complaint methodology through the adoption of tools like JIRA and BitBucket
• Ensure adherence to strict Project Management discipline through periodic reviews
• Timely resource hiring and onboarding

Qualifications and Competencies

• Master’s degree in information technology / computer applications / engineering from a premier institute. BTech / B.E in Information Technology / Information Systems / Computer Applications
• (Preferred) Postgraduate in – Computer Science, Mathematics, Operations Research, Econometrics, Management Science, and related fields
• 12+ years’ experience in areas of financial services technology, data management & delivery management.
• 5+ years of experience leading/managing a large data team, , preferably with experience in the Client Remediation Space
• Must have excellent analytical and business skills
• Strong knowledge and understanding of master data elements and processes per the necessary in-scope data domains, specifically Finance and Risk
• Demonstrate a high level of motivation, strong work ethic and self-starting attitude with a bias for speed and execution
• Demonstrate ability to lead and multi-task, problem-solve, make decisions, and operate in a fast-paced environment.
• Must be a collaborative person who listens effectively and invites response and discussion. Must possess good negotiation skills. Excellent organization skills and attention to detail
• Must be able to exercise independent thinking and good judgment under all circumstances. Demonstrate versatility and a willingness to work with constantly changing priorities with enthusiasm.
• Strong Communication Skills/Able to Persuade/Influence Others at all Organization Levels and the ability to foster lasting partnerships.

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Job Family Group:

Decision Management

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Job Family:

Data/Information Management

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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