GIDA Manager - Assistant Vice President

Identity Access Management (IAM Operations) is a global organization within Digital Workplace Client Services (DWCS) and has over 600 employees located across the globe. IAM manages entitlement and provisioning of access for internal Citi employees/contractors and external Citi clients who are using Citi applications. IAM Operations works in partnership with other units within Global Information Security to build appropriate security architecture in new apps and supports large business-driven technology projects related to information security issues

Job Purpose:

IAM Operations Team Lead Position for Token Services is a highly critical role responsible for managing a team of analysts, internal processes and navigating global regulatory and legal statutes pursuant to our shipping operations. The Token Operations team lead is responsible for the daily operations of the team which include user access provisioning/deprovisioning, inventory control, maintaining the shipping process of Safeword Token, managing remote access solutions, leading efforts to prevent, monitor, respond to information/data breaches and cyber-attacks. The overall objective of this role is to ensure the execution of Information Security directives and activities in alignment with Citi's data security policy.

This individual will manage and develop the IAM Ops Token team in Chennai to ensure that the service delivery function operates efficiently and effectively meeting the needs of all customer groups, in compliance with IS standards, policies local and global laws related to import/export of the Safeword Token.

This individual will be responsible for promoting a culture of positive employee engagement throughout the team and building strong, high performing team members through effective recruitment, development, and retention practices. The role will be responsible to produced periodic operational metrics, liaising with the vendors, clients, and business partners on a regular basis to understand current and upcoming needs.

A critical success factor for this position is to have experience using operational and client metrics to make decisions and preform adjustments in daily operations.

Responsibilities:

• Responsible for the development and implementation of employee engagement and talent development programs at a Team level and developing programs to be implemented in the application Team as appropriate.
• Responsible for maintaining the vendor and shipping relationships related to Token (Safeword Hard Token) as well managing the physical inventory.
• Responsible for making sound financial decisions as this specific product has a large impact to Citi’s fiscal responsibility.
• Responsible for navigating the complex and ever-changing Customs requirements for importing the Safeword Token.
• Handle complex, multi-tiered escalations, problems by utilizing key information security administration practices, policies and providing excellent customer service. Lead and resolve severity escalations and identify root cause and creating corrective action plans
• Evaluate operations across to achieve maximum operational improvements, via establishment of best practices, cost effective services/products, audit controls and operational reporting.
• Foster a metrics driven, performance management culture across teams/site. Work with the support functions to assess the performance of the service delivery operations and develop appropriate actions to improve performance against goals.
• Support the IAM Global Leadership Team to develop Value added analytics that helps predict volume patterns and help deploy staff to efficiently manage workload, as well ensure seamless delivery for the customers
• Partner with IAM Governance, Information Security Officers (ISO), legal teams and Risk & Control to manage any regulatory or audit related asks including process walkthroughs and/or deliverables.
• Complete all tasks in connection with the organization’s activity but not detailed in the current job description, charged by the direct manager, supervisor, or the functional head.

Qualifications:

• Bachelor's degree or higher with a concentration in Technology or Computer Science related field preferred or equivalent job-related experience
• Information Security certification, such as CISA, CISM, CRISK, CISSP, is an advantage
• 6-8 years’ experience in operations people management, process reengineering, transformation initiatives and driving standardization
• Excellent communication, analytical skills, interpersonal and presentation skills
• Working knowledge of primary applications, such as Safeword Premier Access, Citi Authenticator/CAM GUI, Key Manager, ResolveIT, Service Now and the Office Suite of applications.

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