SVP / Lending Operations Process Quality Assurance Lead
Citigroup
- New Castle, DE
- $132,160-198,240 per year
- Permanent
- Full-time
- Establish and oversee comprehensive Quality Assurance (QA) testing across all High-Risk Processes (as defined by Citi’s Operational Risk Management (ORM) Policy), timeliness of testing, delivery of results and metrics to Lending Operations senior management.
- Work with lending Operations managers to identify root causes potential impact of QA findings and observations and provide suggestions for remedial actions to mitigate identified risks.
- Deliver periodic management reporting and metrics (KRIs / KPIs) to Lending Operations management.
- Present QA testing results in the global monthly QA Forum.
- Partner with the Independent Risk and Control (IRC) team to agree on root causes, identify whether defects identified are potential Operational Risk Events (OREs)
- Respond to queries received from Independent Risk and Control (IRC), Internal Audit, BFQC, ORM etc.
- People management responsibilities including recruitment and delivery of Performance Improvement Plans (PIPs) as needed.
- Analyze impact of new policies, procedures, and regulations on QA processes.
- Partner with the MCA team for use of QA testing results for MCA.
- Create training and development opportunities for QA Team.
- Ensure comprehensive QA framework and coverage for clusters.
- Develop and implement a Continuous improvement program.
- Assess the impact of new Policies and Procedures as well as Lending Operations process changes and provide inputs from QA perspective.
- Design and implement team engagement framework/
- Proactively review metrics and KPI’s to identify emerging trends.
- Conduct root cause analysis on past data and isolate any recurring trends.
- Manage new QA launches, implementations and “Go-Lives”.
- Ensure reporting of deficiency on a timely basis to Lending Operations managers and timely feedback loop.
- Act as primary point of contact for assigned clusters.
- Take ownership of team development and mentoring.
- Build relationships across various verticals of Lending Operations and create an environment of open discussion / innovation.
- Ensure timely escalation of operational risks incidents to relevant contact points.
- Pro-actively update QA procedures and other related documents.
- Respond to queries received from Independent Risk and Control (IRC), Internal Audit, BFQC, ORM etc.
- People management responsibilities including recruitment and delivery of Performance Improvement Plans (PIPs) as needed.
- Work with other cluster Leads to ensure consistency of processes and testing.
- Oversee continuous improvement plan and track implementation and success of initiatives.
- Oversee remediation projects / initiatives including migration rollouts.