Director, Escalation Program (C15)

$170,000 - $300,000/Yr

Citigroup - Tampa, FL

Full-time - Senior

Tampa, FL

10,001+ employees

Credit Intermediation and Related Activities

About the position

The Escalations Program Director will lead a team within the Central Escalation Team (CET) at Citi, focusing on the execution and oversight of the enterprise escalation program. This role involves providing subject matter expertise, driving reporting and technology elements, and supporting the development and implementation of escalation policies and procedures. The director will serve as a senior representative of the CET, coordinating with senior management and the Board on escalation matters.

Responsibilities

• Lead a coverage team within the Central Escalation Team, providing SME expertise related to the CET program.
• Drive execution and strategic enhancements to escalations program reporting and related controls.
• Develop and execute business requirements and related controls for the Global Escalation Platform in partnership with Risk & Technology.
• Maintain central escalation team program governance documents related to reporting and technology.
• Support the development and implementation of changes to Escalation Policy, Standard, Procedures, and FAQ.
• Maintain an enterprise-wide escalation training program, including annual updates and communications related to reporting and the Global Escalation Platform.
• Partner with stakeholders across the institution to ensure understanding and implementation of enterprise escalation requirements.
• Provide cross-program support including project work for the Central Escalation Team.

Requirements

• 10+ years of experience in Risk & Controls, Risk, Compliance, or Legal.
• Demonstrated experience with reporting, metrics, data analysis, and technology systems.
• Experience with escalations program requirements and enterprise-wide risk & control programs.
• Demonstrated leadership and relationship-building skills with senior executives.
• Experience with regulatory remediation actions.
• Excellent verbal and written communication skills.
• Strong leadership and people management skills.
• Client-focused and solutions-oriented mindset.
• Ability to drive change and implement process improvement initiatives.
• Demonstrated analytical skills including root cause and trend analysis.

Nice-to-haves

• Master's degree is a plus.

Benefits

• Medical, dental & vision coverage
• 401(k)
• Life, accident, and disability insurance
• Wellness programs
• Paid time off packages including vacation, sick leave, and paid holidays