Job Purpose :
The BAO Support Team Lead will be responsible for the management and supervision of the day-to-day operational activities conducted by a team of BAO Support risk analysts, including leading efforts to ensure the effective execution of the TPU responsibilities, overseeing the completion of data collection and analytics, and fostering a productive team environment.
Responsible for taking the lead role in engagement with the businesses that use the goods and services covered by RMO. The BAO Support Team Lead needs to be an advocate of RMO and help ensure RMO’s stakeholders are engaged at the right time and at the right levels within the organization.
Job Background / Context :
Resource Management Organization (RMO) reports in to the Enterprise Infrastructure group O&T division. RMO aims to deliver world-class end to end supply chain operations to Citigroup through Strategic Sourcing & Supplier Management, Supplier Risk Management and Supply Chain Operations including purchase processing and payables.
Enterprise Infrastructure O&T is responsible for providing critical support to Citi on an enterprise-level, across all businesses and Regions.
The Resource Management Organization(RMO) organization supports the end-to-end supplier lifecycle process, from supplier risk assessment through competitive bidding and selection, to contracting and payment.
The RMO organization’s purpose is to ensure management of the supply chain in an efficient and standardized manner through all stages of the supplier lifecycle, leveraging Citi’s scale to optimize the supply chain while ensuring rigorous controls.
The BAO Support role provides operational support, process guidance, and quality assurance and quality control oversight to businesses across Citi, leveraging a central utility infrastructure, standardized processes and operating procedures are in place to execute robust risk management activities on behalf of BAOs / TPOs throughout the third-party management life cycle.
Key Responsibilities :
Lead day-to-day activities of TPU teams in a supervisory capacity
Provide input to performance measurements of teams and provide coaching
Review results of third-party risk monitoring activities providing credible challenges to, and quality checks of, such results
Perform a lead role in the design, development, and execution of key TPU initiatives
Have a clear understanding of all Citi policies and procedures that directly impact RMO and our Business Stakeholders to drive the adoption and adherence to these processes and procedures to minimize risk
Build strong internal relationships and help strengthen controls and awareness across Citi businesses globally
Perform pre-contract due diligence and post-contract ongoing monitoring activities based on specific third-party risk profile, country, and / or business requirements in compliance with Third Party Management requirements and any other alternate framework requirements
Provide expert guidance and support on key controls, standard processes, operating procedures, and promote best practices
Monitor reports to ensure third-party management policy required pre-contract due diligence and post-contract ongoing monitoring is carried out by responsible and / or accountable parties
Monitor progress on agreed upon third-party remediation activities and proactively escalate issues, as necessary
Facilitate and coordinate with Subject Matter Experts (SMEs) in areas such as Data Privacy, Export Licensing, and Continuity of Business (COB) to complete required due diligence activities
Ensure timely completion and updates to third-party related risk information based on required frequency; track outstanding items for follow-up
Respond to TPM / TPU related queries / concerns via Phone / e-mail / chats received from different stakeholders
Ensure that queries and requests are processed within Service Level Agreement (SLA) to maintain customer satisfaction.
Customer queries must be well documented, monitored and efficiently addressed at all times.
Engage with Third Party Officers (TPOs) as well as Sector and Regional Risk teams as necessary
Liaise with Third Party Officers (TPOs) and Business Activity Owners (BAOs) and Sector / Regional Risk teams to provide guidance on policy compliance and overall third-party risk management requirements, as needed
Provide support to Citi businesses for the execution of third-party risk management activities, including but not limited to : Monitoring third party’s performance to SLAsMonitoring customer complaints related to third partiesMonitoring compliance to Citi Records Management standardsEvaluation and monitoring of third party’s dependence on subcontractorsSupporting the preparation for third party onsite reviews
Support reporting activities, as required
Participate in continuous improvement activities
Complete all tasks in connection with the organization’s activity but not detailed in the current job description, instructed by the direct manager or the functional head.
Knowledge / Experience :
3+ years of direct, relevant experience in third-party risk identification and management or operational area or processing field is an advantage
Prior management experience as a Supervisor and / or Team Lead of 10+ member teams
Ideal candidate would have experience in the financial services industry and a working knowledge of banking regulatory requirements
Call handling, Contact center or Help desk experience is a plus
Fluent written and spoken English - experience in operating in business English in a corporate role
Additional language proficiency is a plus
Intermediate command of MS Suite
Strong organizational savviness skills, with proven ability to successfully manage multiple priorities
Detail oriented, with strong problem solving and analytical skills
Strong customer service orientation and conflict resolution skills
Strong risk, process, and project management skills with proven ability to influence and drive results across a diverse team of stakeholders
Relationship management skills with ability to build partnerships across Citi businesses
Excellent communication skills and fluent in English (both written and verbal)
Proficient in MS Office applications
Diplomatic skills / political savvy
Conflict management / Customer centric
Bachelor’s Degree required; advanced degree preferred
Demonstrated ability to synthesize, prioritize and drive results with a strong sense of urgency
Ability to assess level of risk exposure based on identified risk characteristics
Proven ability to interact effectively with diverse cultures and backgrounds
Applies analytical thinking and knowledge of data analysis tools and methodologies
Applies professional judgment when interpreting data and results
Researches and interprets factual information
Breaks down information in a systematic and communicable manner
Impact / Accountability
Works with limited supervision, only part of BAU is covered by desktop procedures
Ownership & accountability
Moderate but direct impact through close contact with the businesses' core activities
Quality and timeliness of service provided would affect the effectiveness of own team and other closely related teams
Leadership / Management
Demonstrated capacity to lead teams and drive performance results
Integrity & Ethics - Demonstrates work culture in line with Citi Leadership Standards
Proven ability to interact effectively with diverse cultures and background
Grade : All Job Level - All Job FunctionsAll Job Level - All Job Functions - CR
Time Type :
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Minority / Female / Veteran / Individuals with Disabilities / Sexual Orientation / Gender Identity.
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