Job Description

Description

 

The BAO Support Analyst I will be responsible for executing third party risk management activities on behalf of the BAOs / TPOs with daily tasks processing; ensuring that all items are handled in a controlled and compliant manner according to all internal policies and procedures, and external rules and regulations in support of the Citi’s Third Party Management Program

Responsible for taking the lead role in engagement with the businesses that use the goods and services covered by ESC. The BAO Support representative needs to be an advocate of ESC and help ensure ESC’s stakeholders are engaged at the right time and at the right levels within the organization.

Key Responsibilities:

  • Have a clear understanding of all Citi policies and procedures that directly impact ESC and our Business Stakeholders to drive the adoption and adherence to these processes and procedures to minimize risk 
  • 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
  • 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 SLAs
  • Monitoring customer complaints related to third parties
  • Monitoring compliance to Citi Records Management standards
  • Evaluation and monitoring of third party’s dependence on subcontractors
  • Supporting 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, supervisor, or the functional head

Qualifications

 

Knowledge/Experience:

  • 1+ years of direct, relevant experience in third-party risk identification and management or operational area or processing field is an advantage
  • Call handling, Contact centre 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

Skills:

  • 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
  • Excellent communication skills and fluent in English (both written and verbal)
  • Proficient in MS Office applications
  • Diplomatic skills/political savvy
  • Stakeholder management
  • Conflict management/Customer centric

Qualifications:

  • Bachelor’s Degree required

Competencies:

  • 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
  • Problem Solving
  • Ability to solve basic problems which may
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