Issue Management Sr. Analyst, AVP

Issue Management Sr. Analyst, AVP Job Req :

Heredia, Provincia de Heredia, Costa Rica

On-Site/Resident

May. 18, 2026

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Individuals in Issue Management are responsible for the coordination and comprehensive management of issues with key stakeholders, such that Citi achieves and maintains compliance and appropriately remediates findings from internal and external reviews as well as self-identified issues. Includes coordinating with key stakeholders to investigate controls gaps or failures, develop corrective action plans, and provide robust challenge enabling the key stakeholders to implement sustainable solutions by addressing root causes and adopting enhanced discipline including consideration of lessons learned for the timely closure of issues.

Responsibilities
:

• Help support for the coordination and comprehensive management of issues with key stakeholders
• Help drive issue quality reviews ensuring compliance with Issue Management Policy, Standards and Procedures
• Help facilitate Business / Function Quality Control engagement across the full lifecycle of high impact issue remediations and key remediation programs
• Help maintain a robust tracking and reporting issue inventory including issue quality metrics to provide visibility on the status of control gaps and Issues quality control processes highlighting risk and escalating concerns in timely manner
• Implement sustainable solutions by addressing root causes
• Utilize analytics to assess issue remediation trends, identify key risks, and develop insights for process improvement
• Identify and analyze potential control gaps and operational risks across Citi, leveraging data analysis to assess impact and recommend proactive mitigation strategies
• Help support key stakeholders to develop comprehensive corrective action plans to address identified control gaps or failures
• Help incorporate lessons learned guidance into the development of corrective action plans, promoting continuous improvement and timely closure of issues
• Ensure compliance with all relevant regulatory requirements and internal policies
• Build partnership with internal audit, business units, and senior management, communicating effectively to drive issue resolution, influence decision-making, and promote a culture of risk awareness
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of teams and create accountability with those who fail to maintain these standards

Qualifications
:

• Minimum of 5-8 years of experience in operational risk management, compliance, audit, or other control-related functions in the financial services industry.
• Ability to identify, measure, and manage key risks and controls.
• Strong knowledge in the development and execution for controls.
• Proven experience in control related functions in the financial industry.
• Proven experience in implementing sustainable solutions and improving processes.
• Understanding of compliance laws, rules, regulations, and best practices.
• Understanding of Citi’s Policies, Standards, and Procedures.
• Strong analytical skills to evaluate complex risk and control activities and processes.
• Strong verbal and written communication skills, with a demonstrated ability to engage at the senior management level.
• Strong problem-solving and decision-making skills.
• Ability to manage multiple tasks and priorities.
• Proficiency in Microsoft Office suite, particularly Excel, PowerPoint, and Word.
• Excellent English skills both verbal and written (B2, C1 Level)

Education
:

Bachelor's/University degree or equivalent experience

This role is also responsible for conducting detailed quality assurance reviews of issue documentation at both the pre-activation and pre-closure stages, following the established global procedures. The analyst will support the team by performing initial assessments of issue attributes, such as the completeness of the issue description, the logical connection to the stated root cause, and the clarity of Corrective Action Plans (CAPs).

A key function will be to verify that all required information is accurately captured and documented within the iCAPS system, ensuring adherence to data quality standards before the issue progresses to the next stage or is submitted for final closure.

Working under the guidance of senior team members, the analyst will apply a…