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Issue Management Lead Analyst

https://www.citi.com/ Logo

Citi

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Location:
Costa Rica , Heredia

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Category:
Finance

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As an Issue Management Lead Analyst, you will play a key role in strengthening Citi's control environment by managing the full lifecycle of event/issue escalation and resolution. This position requires you to proactively identify, assess, and resolve control gaps and operational issues. You will work with stakeholders at all levels, requiring strong communication, problem-solving, and decision-making skills. Your work is essential for ensuring compliance with internal policies and external regulations, which protects Citi's reputation and promotes a strong risk management culture.

Job Responsibility:

  • Strategic Event Management: Oversee the complete lifecycle of operational events
  • Escalation Framework Leadership: Define, implement, and clearly communicate comprehensive escalation paths and protocols
  • Manager Enablement & Oversight: Equip managers with essential knowledge and tools
  • Policy Adherence & Governance: Implement and continuously monitor adherence to Citi's Escalation Policy and Standard requirements
  • Issue Remediation & Quality Assurance: Lead and support the coordination and comprehensive management of issues within systems
  • Quality Control & Program Support: Facilitate Business/Function Quality Control engagement
  • Reporting & Analytics: Review and analyze the Escalation Event inventory to identify themes, trends, and recurring root causes
  • Root Cause Analysis & Challenge: Critically evaluate and guide stakeholders in developing and implementing sustainable corrective action plans
  • Control Gap Identification: Proactively identify and analyze potential control gaps and operational risks
  • Regulatory & Policy Compliance: Ensure all activities align with relevant regulatory requirements and internal Citi policies
  • Stakeholder Engagement & Influence: Partner effectively with Internal Audit, business units, and senior management
  • Process and Manual/Guide Management: Coordinate the triage process for Escalation Events
  • Appropriately assess risk when business decisions are made

Requirements:

  • Minimum of 6-10 years of progressive experience in operational risk management, compliance, internal/external audit, or other control-related functions within the financial services industry
  • Experience in the US marketing sector is a significant advantage
  • Experience as an Escalation Champion or Project Manager or in a similar role is beneficial
  • Superior verbal and written communication skills
  • Strong critical thinking, problem-solving, and decision-making capabilities
  • High sense of urgency, strong results orientation, and a demonstrated ability to take initiative
  • Ability to foster support, build consensus across diverse stakeholders
  • Proven experience in managing complex issues, developing corrective action plans
  • Demonstrated ability to identify, measure, manage, and monitor key risks and controls
  • Exceptional analytical skills
  • Demonstrated experience with event/concern intake and issue management platforms
  • In-depth understanding of compliance laws, rules, regulations, and best practices within the financial industry
  • Moderate experience in providing effective ongoing program management support
  • Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) is required
  • Bachelor's/University degree, Master's degree preferred

Nice to have:

  • Experience in the US marketing sector
  • Experience as an Escalation Champion or Project Manager or in a similar role
  • Familiarity with Citi's internal Policies, Standards, and Procedures

Additional Information:

Job Posted:
December 31, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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