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Issue Management Sr. Manager

Costa Rica, Heredia · Job Posted May 16, 2026
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Job Description

Individuals in Issue Management are responsible for the coordination and comprehensive management of issues with key stakeholders, such that Citi achieves and maintains compliance and appropriately remediates findings from internal and external reviews as well as self-identified issues. Includes coordinating with key stakeholders to investigate controls gaps or failures, develop corrective action plans, and provide robust challenge enabling the key stakeholders to implement sustainable solutions by addressing root causes and adopting enhanced discipline including consideration of lessons learned for the timely closure of issues.

Job Responsibility

  • Accountable for managing and overseeing a team of employees
  • Manages, plans and conducts a broad range of deliverables for projects.
  • Manages and executes strategic design and process improvement projects across the enterprise.
  • Lead cross-functional projects, ensuring alignment between solutions and business objectives through effective communication.
  • Assist in the coordination and comprehensive management of issues with key stakeholders
  • Support issue quality reviews ensuring compliance with Issue Management Policy, Standards and Procedures
  • Facilitate Business / Function Quality Control engagement across the full lifecycle of high impact issue remediations and key remediation programs
  • Maintain a robust tracking and reporting issue inventory including issue quality metrics to provide visibility on the status of control gaps and Issues quality control processes highlighting risk and escalating concerns in timely manner
  • Provide challenge enabling the key stakeholders to implement sustainable solutions to address root causes
  • Utilize analytics to assess issue remediation trends, identify key risks, and develop insights for process improvement
  • Support identification and analysis of potential control gaps and operational risks across Citi, leveraging data analysis to assess impact.
  • Support key stakeholders to develop corrective action plans to address identified control gaps or failures
  • Incorporate lessons learned guidance into the development of corrective action plans, promoting continuous improvement and timely closure of issues
  • Ensure compliance with all relevant regulatory requirements and internal policies
  • Partner with internal audit, business units, and senior management, communicating effectively to drive issue resolution, influence decision-making, and promote a culture of risk awareness
  • 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 teams and create accountability with those who fail to maintain these standards

Requirements

  • Minimum of 6-10 years of experience in operational risk management, compliance, audit, or other control-related functions in the financial services industry.
  • Ability to identify, measure, and manage key risks and controls.
  • Strong knowledge in the development and execution for controls.
  • Proven experience in control related functions in the financial industry.
  • Proven experience in implementing sustainable solutions and improving processes.
  • Understanding of compliance laws, rules, regulations, and best practices.
  • Understanding of Citi's Policies, Standards, and Procedures.
  • Strong analytical skills to evaluate complex risk and control activities and processes.
  • Strong verbal and written communication skills, with a demonstrated ability to engage at the senior management level.
  • Strong problem-solving and decision-making skills
  • Ability to manage multiple tasks and priorities.
  • Proficiency in Microsoft Office suite, particularly Excel, PowerPoint, and Word.
  • Bachelor's/University degree, Master's degree preferred
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