The Cards Service Support Unit (CSSU) Group Manager of Cards KYC Customer Management is a senior management-level position responsible for accomplishing results through the management of a team or department to provide Anti-Money Laundering (AML) monitoring, governance, oversight and regulatory reporting services in coordination with the Compliance and Control team. The overall objective of this role is to drive the development and management of a dedicated internal KYC (Know Your Client) program at Citi.

Responsibilities:

• Support the Design and Build of Partner and Customer management processes across all NAM cards
• Leads customer-facing functions such as blocks, closures and escalations team
• Development of reporting and MIS to support portfolio management from a KYC perspective
• Establish appropriate processes, metrics and structure to support all customer and partner facing activities
• Design and implement strategy for specific customer handling
• Design and deliver appropriate customer engagement process for CSSU
• Key point of Contact for Cards Partner and Product Management
• Lead the design, implementation and management of processes to support customers with relationships across the Citi enterprise
• Ensure appropriate and timely awareness of KYC across the broader NA Consumer organization to minimize customer friction and ensure adherence to policy
• Drive the Customer and Partner experience from a KYC perspective ensuring a continuous focus on enabling a frictionless customer experience. This should include appropriate measurement systems to measure and anticipate customer impact and facilitate continuous improvement programs to address
• Develop and strengthen the strategy for all customer processes including the escalation or complaints strategy for CSSU

Qualifications:

• Demonstrated a consistent track record managing large, strategic cross-functional projects
• Financial Services Operations experience is required, with Cards Operations experience preferred
• Regulatory, compliance and / or operational risk and control experience preferred
• Strategic, critical, franchise thinker with a passion to transform the business
• Expertise in strategy execution and insight-driven quantitative and qualitative analysis, with a demonstrated ability to drive the achievement of strategic results
• Strong analytical skills with experience of Operational MIS
• Strong sense of accountability and decisiveness
• Excellent organizational, project/program management skills with proven experience driving large, dynamic programs with a sense of urgency
• Strong written and verbal communications skills, including high proficiency with Power Point and other presentation formats
• Extremely strong influencing skills; an ability to build/create support and buy-in across a wide range of stakeholders at multiple organizational levels
• Able to promote a culture of collaboration and teamwork across functional and organizational boundaries to optimize results
• Continuous Improvement mindset
• 10 years Operations experience preferred
• 5 years People management experience preferred

Education:

• Bachelor's degree/University degree or equivalent experience
• Master's degree preferred

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission and Value Propositionexplains what we do and Citi Leadership Standardsexplain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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