Compliance & Regulatory Analyst C12

**Responsibilities**:

- Coordinates and disseminates information of process, policy and procedure changes and ensuring the successful completion of projects managed.
- Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.
- Ensures creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log.
- Ensures resources are assigned to project & monitor commitment.
- Ensures change control is executed throughout project.
- Identifies, documents, and understands project dependencies.
- Identifies key stakeholders who participate in project scope definition.
- Tracks actual project costs, identify variances, and reforecast project costs as needed.
- Measures project management performance against standards.
- Ensures appropriate project staffing levels.
- Establishes project communication needs and create project communication plan.
- Creates the project risk management plan. Work with procurement team to create, administer, track, and eventually close project contracts.
- Facilitates the transition of systems, product & process development to minimize adverse operations impact by ensuring that the business is informed and always aware of the status of process improvements, procedure & systems enhancements and corrective actions for risk issues, identified for the business.
- Participates in the delivery of internal communications enabling the business officers to effectively service clients.
- Acts as a point of contact and liaison between department and required business areas for the implementation of activities to ensure accurate communication to clients.
- Manages and coordinates the business, Citibank and Regional projects with focus on Development and Change Management.
- Manages on a daily basis the investigation of a product, policy and procedure queries raised by team members.
- Liaises with key stakeholders to implement new procedures or clarify any misinterpretation as required.
- Regularly undertakes a review of processes, policies and procedures to identify process gaps and recommend process updates/ policy & procedure revisions associated with Project Management and Business Compliance.
- Provides feedback to Project Management leadership regarding risk issues/business cases raised by specific business units
- Collates communication items, investigate issues and ensure relevant communications are created in a timely clear and accurate manner.
- Drafts and communicates any staff briefs, including system changes.
- Monitors & communicates on Service Level Agreements of other departments that affect the service delivery within a project.
- Conducts ongoing research on effective mediums and tools to improve the communications.
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgement and autonomy.
- Acts as SME to senior stakeholders and /or other team members.

**Qualifications**:

- 5-8 years of experience
- Demonstrate strong business knowledge including the understanding of core businesses, supporting processes and operations.
- Working knowledge of call center Technologies including systems, technologies and system work practices.
- Knowledge of HR policies and procedures.
- Knowledge of Call Center industry.
- Previous customer service management experience within a call center setting.
- Tertiary qualifications desirable.
- Outstanding problem-solver, Should demonstrate a commitment to quality and attention to detail

**Education**:

- Bachelor’s/University degree or equivalent experience

**Roles & responsibilities**

**Process, risks and Control Management**
- Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information.
- Attention and follow up of activities derived from BDT efforts/projects, corresponding to BDT business.
- Continuous communication with BDT Product Manager (SVP) and BDT Product Specialist (VP) in regards the status/issues related to activities derived from BDT projects.
- Acts as BDT Business representative within Agile and Waterfall projects for readiness and continuous improvement.
- Support the implementation of Key controls functions.
- Participate on BDT Monitoring and Audit exercises as required.

**Issue Management**
- Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.
- Supports the Business, on the initiatives derived from regulatory changes and requirements as an active participant of issue management and corrective action plans.
- Monitor and follow up on key issues identified by Business, Operation Areas and 1**st **, 2nd and 3rd Line of defense.

**Internal & External Review Management**
- Participates along with BDT Product Manager an