The Sales Practices Risk Monitoring & Investigations Manager leads a team of SP Monitoring & Investigation SME´s throughout several BAU activities as well as continuous improvement projects concurrently in a fast-paced complex environment. Position is sensitive, responsible for Local Regulatory, Citi Global Sales Practices Risk Monitoring projects and BAU implementations. The team participates in various global projects (adapting them to the needs of the Mexico Businesses) to advance the Monitoring Program and is a key contributor to many other strategic Sales Practices initiatives, representing the Country in the Global SP Monitoring and Investigation forums as Committees, Working Groups, etc. Responsibilities: Ensure adherence to Citi's Global Sales Practices Monitoring and Investigation Program through close interaction and participation in global governance meetings, and establish a continuous improvement process to timely execute against global and local corporate standards, regulatory requirements and enhancement initiatives for Sales Practices Monitoring and Investigations. Provide key strategic direction and management for the adoption of Sales Practices Monitoring Standards and best practices across GCB businesses in Citibanamex, and develop and implement E2E sustainable Sales Practices Monitoring standards and tools. Overall responsible for the implementation and execution of a robust Sales Practices Case Investigation Process (Automatic Monitoring and other Escalations) through all process steps (E2E), to oversee and investigate sales executive's behaviors and/or transactions that jeopardize not only customer experience but also Citibanamex's prestige in the financial business. Prepare reports for local and global Sales Practices Case Assessment forums, to present the cases of Sales Executives that may be indicative of a sales practices risk for the Institution, for further escalation and action taking. Implement a permanent and effective interaction model with key Sales Practices Monitoring and Investigation Processes stakeholders including, but not limited to: Process Owners, IBCOs, BoF, Ethics, CSIS and Fraud; and ensure that all staff involved in the E2E investigation process has the required skills to effectively execute on their Sales Practices Monitoring and Investigative duties. Ensure that reporting, oversight and feedback mechanisms operate efficiently across the Sales Practices Monitoring and Investigation Program and support a "no surprise" culture, with early surfacing of issues and proactive escalation of matters that require attention, which may put the Franchise into potential reputational and / or legal risk. Define and develop a common method and techniques to detect, investigate and size the impact of potential sales misconduct to the customer(s). . Qualifications: Knowledge of Sales Practices, Customer Experience or Compliance processes in financial services operations. Knowledgeable of transaction monitoring programs, protocols and supporting technologies. Proven Experience in managing risks, experience leading people, creating goals, and coaching high performing teams. Familiar with industry customer experience trends, directions and best practices. Understanding of Transactional Monitoring platforms and Case Management Tools processes / systems is preferred. Action-oriented, entrepreneurial, flexible, and innovative approach to operational management, Ability to work in an ever-changing environment, managing multiple topics at once. Demonstrates project management skills in relation to project plans, budgets, and deliverables schedules, Proactively mitigate, manage and escalate issues. Proficient level in written and verbal communication skills (English / Spanish). 5-8 years of experience in similar position in a financial institution. Education: Bachelor's/University degree in the following fields: Accounting, Economics, Finance, Information Technology, Computer Science, International Affairs, or equivalent experience. Master´s degree in a related field (Finance, IT Management, MBA, etc.) is preferred. Development Value: The Sales Practices Unit Head leads a team of SP SME´s throughout continuous improvement initiatives concurrently in a fast-paced complex environment. Position is sensitive, responsible for Local Regulatory, Citi Global Sales Practices Risk initiatives and BAU reporting and escalation, including several BAU activities as well as continuous improvement projects currently in a fast-paced complex environment. Lead Citibanamex's Sales Practices Unit to design and documentation, and oversee its implementation and execution to enable effective and timely detection, escalation and mitigation of sales practices risks across the organization. Also, helps to develop, maintain, and implement enterprise wide standards and strategies to strengthen and enhance the Citibanamex Sales Practices Program, the team provides guidance to other SP areas, OGC, Control, HR, ORM, Business partners and Subsidiaries in all matters related to SP monitoring and investigation, and works closely with Global SP Monitoring teams, Investigation stakeholders and Data Management to ensure the most effective use of tools and resources in the SP Monitoring process. Support Citibanamex's fulfillment of Heightened Regulatory Expectations and continuous evolution towards Citi mission and Industry-wide best practices focused on Customer Centricity. Establish effective processes to report and escalate sales practices related matters to Senior Management, local/regional/global Governance Bodies, and Regulators as applicable through defined channels. The successful candidate require critical thinking, solution design, decision making skills and management abilities that grant a challenging atmosphere with high exposure to all levels of the Organization. Excellent organization and prioritization skills, work ethic (honest, considerate, self-motivated, can reliably work independently, works well under pressure, readily adapts to changing work priorities, takes ownership and is accountable). Job Family Group: Compliance and Control Job Family: Business Control Time Type: Full time Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) . View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) . View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) . View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf) Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity. J-18808-Ljbffr
