Business Banking Service Delivery Manager, Vice President

Citi • San Antonio, TX

1d • $85,680 - $128,520

About The Position

The C13 Manager, Business Banking Service Delivery, is a pivotal leadership role responsible for strategic oversight and operational excellence across all tiers of customer service teams within Business Banking. The manager directly oversees all units under Business Banking Service Delivery, evaluates current operations, uses data to identify opportunities, optimizes team structures, and implements improvements to service delivery, client experience, productivity, risk management, and compliance.

Requirements

• 10 or more years of progressive experience in Retail and/or Business Banking operations, with an emphasis on customer service delivery.
• 5 or more years of senior leadership experience with direct management responsibility for multi-tiered operational teams.
• Experience in a high-volume, complex customer service environment, preferably at a large financial institution.
• Expertise in operational data analysis, process improvement methodologies such as Lean or Six Sigma, and strategic planning.
• Exceptional leadership, written and verbal communication, and interpersonal skills, including the ability to influence and motivate at all levels.
• Superior analytical and problem-solving abilities, including a record of implementing data-driven performance improvements.
• Strong decision-making skills and sound judgment in complex, high-impact situations.
• Proficient knowledge of retail and business banking products, services, and regulatory environments.
• Advanced project management skills and experience managing significant change initiatives.
• Ability to build strong relationships with internal and external stakeholders.
• Bachelor's or university degree.

Nice To Haves

• Master's degree preferred.

Responsibilities

• Provide leadership and strategic direction to all Business Banking Service Delivery teams and units, defining goals and performance standards aligned with Retail Banking Operations objectives.
• Drive continuous improvement by using data analysis to identify inefficiencies, bottlenecks, and opportunities to improve service quality, productivity, and team performance.
• Evaluate and adjust team structures to optimize resources, workflows, and responsiveness; develop succession plans and career pathways for leaders and employees.
• Oversee performance management across the operation; analyze metrics such as volumes, Average Handle Time (AHT), and availability to develop performance and forecasting strategies.
• Champion exceptional client experiences, ensure teams can resolve complex issues, and proactively manage relationships with business partners.
• Ensure adherence to applicable laws, regulations, Citi policies, and ethical standards; assess operational risks, implement controls, report control issues, and foster accountability.
• Lead organizational change and innovation in service delivery models and customer service techniques, while addressing friction points for clients and teams.
• Lead recruitment, hiring, coaching, mentoring, and development of talent across Business Banking service delivery teams.
• Strengthen communication within the service delivery hierarchy and collaborate with functional leaders, business units, vendors, and stakeholders to resolve complex client needs and escalations.

Benefits

• Medical, dental, and vision coverage
• 401(k)
• Life, accident, and disability insurance
• Wellness programs
• Paid time off, including vacation and sick leave
• Paid holidays
• Eligible employees may receive discretionary and formulaic incentive and retention awards

What This Job Offers

• Job Type: Full-time
• Career Level: Senior