Conduct Risk and Control Manager

Manage and oversee escalated customer complaints on Retail Bank financial advisory mis-selling practices, including investigation, customer handling and management, compliance reporting and any disciplinary actions required. Achieve the objective of balancing fair dealing with customers, minimizing potential loss for the bank, and further escalation of the complaints to regulatory authorities. - Manage and handle escalated customer complaints to the FIDREC, MAS and any legal suit on the Bank. - Escalate potential concerns from root cause analysis and design control procedures with the business to mitigate sales practices conduct risk, including training, monitoring, management reporting and sales platforms communication. - Identify any issues relating to Sales Practice under the Bank’s key conduct risk taxonomy and conduct reviews with business, legal, compliance and operational risk management on conduct and compliance risk assessment to ensure appropriate remediation actions. - Manage the semi-annual regulatory reporting on Financial Advisory Complaint Handling and ensure accuracy and completeness of submission. - Administer monthly business governance forums and quarterly updates to the Board of Directors on Fair Dealing outcomes presenting any issues or emerging risk from reviews of product launches, surveillance reviews and complaint analysis and trend performance. - Oversee control and compliance testing on key processes under Retail bank Sales and distribution and conduct root cause analysis on exceptions identified. Design control procedures to ensure consistent adherence with prescribed policies and procedures, including the Code of Conduct, as well as applicable laws, rules and regulations and take action in remediating them when they are not. - Promptly escalate issues regarding, but not limited to, people, processes and products and resolve in a timely fashion. - Models behavior that demonstrates integrity, prioritizes strong risk management values, and advocates decisions that foster a strong compliance risk management framework and accountability for decisions and actions. - Develop talent and build competence among team members ensuring adequate back-ups to meet datelines for work deliverables. - Own data quality, while adhering to data governance standards and established data domains. **Qualifications**: - Minimum eight years in the Financial Services industry and minimum three years in Control Management-related role - Strong understanding of Consumer Bank products and processes including Financial Advisory products and MAS Balanced Scorecard Framework. - Ability to lead and drive controls across the products and functions. - Ability to manage through influence. - Up-to-date understanding of key risk and control concepts, tools and trends relating to risk identification, rating and prioritization, mitigation, and reporting. - Team player who can gather cooperation and buy-ins from key business stakeholders - Proven people and team management skills - Risk-based thinking and analytical mindset - Ability to multi-task and manage concurrent projects and deliverables - Effective communication skills - Self-starter who can work independently - **Education**: Minimum Bachelor’s Degree or equivalent professional qualification. - **Job Family Group**: Compliance and Control - **Job Family**: Business Control - **Time Type**: Full timeCiti 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. View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting