Director, Services Operations Agentic Workflow & Implementation

Citi • Tampa, FL

2d • $170,000 - $300,000 • Hybrid

About The Position

At Citi, you won't be running a typical IT implementation. You'll be at the center of redefining how one of the world's largest financial institutions actually operates — from the inside out. Services Operations touches millions of client interactions, thousands of associates, and some of the most complex workflows. You'll have the mandate, the access, and the executive backing to deploy AI where it matters most: at the point where our people serve our clients. The problems are real, the scale is unmatched, and the impact is immediate and measurable.
Citi is looking for a Director, Operations Agentic Workflow & Implementation to lead the design and scaled delivery of agentic AI solutions that fundamentally transform how operational processes are executed across the firm partnering with product, operations, technology and second line partners. Sitting at a senior level within Citi's Operations function, this role carries full accountability for embedding AI-driven automation into production environments - bridging strategy, governance, and hands-on implementation to deliver measurable business outcomes.
This is not a role for someone who theorises about AI transformation — it is for a seasoned operational technologist who has lived the realities of high-volume, compliance-sensitive service environments and knows how to deploy intelligent automation at scale. If you have a track record of driving large-scale process transformation through emerging technology, this is an opportunity to shape the future of how Citi operates at scale.

Requirements

• 15 or more years of experience in operations or a related function, including at least 8 to 10 years leading large, matrixed teams through other managers.
• Demonstrated ability to lead medium- to long-term strategic planning across complex, cross-functional environments, with full accountability for budgets, results, and policy decisions.
• Deep knowledge of operational process design and implementation, with a clear understanding of how AI and workflow automation can be applied to improve end-to-end service delivery.
• Commercial acumen and analytical capability, including a working understanding of risk and reward dynamics and how they contribute to sustainable operational performance.
• Ability to assess risk in operational and business decisions, with a consistent approach to compliance, controls, and ethical conduct that protects the firm's reputation and client assets.
• Excellent communication and negotiation skills, with a track record of influencing senior stakeholders across multiple functions and engaging effectively with external parties.

Nice To Haves

• Prior experience in a specific line of business within financial services operations, providing relevant context for the scope and complexity of this role.
• Familiarity with agentic AI technologies, orchestration platforms, or large-scale process automation programmes within an enterprise environment.
• Experience working in close collaboration with Technology and Product functions to co-design and deliver AI or automation solutions into operational workflows.

Responsibilities

• Lead the end-to-end design and implementation of agentic AI workflows, delivering automation solutions that optimise operational processes at scale across the firm.
• Define and drive the strategic direction for AI-enabled operations, establishing implementation standards, governance frameworks, and performance metrics that ensure resilience and appropriate human oversight.
• Partner with Operations, Technology, Product, and Risk teams to redesign existing processes, embed AI agents effectively, and maximise both productivity and service quality.
• Implement a measurement framework that tracks and continuously improves business outcomes — including cost efficiency, cycle time reduction, accuracy, operational risk reduction, and employee experience.
• Manage the transition of AI solutions from pilot through to scaled production, ensuring seamless integration into live operational environments with robust controls in place.
• Lead and develop multiple senior operations managers across large or distributed teams, setting clear performance expectations and making decisions on hiring, development, and team structure.
• Negotiate and influence at senior leadership level across functions, ensuring alignment of AI implementation priorities with broader business strategy and risk appetite.

Benefits

• Competitive compensation and financial wellbeing benefits commensurate with a Director-level position at a leading global financial institution.
• Ongoing learning and professional development opportunities to stay at the forefront of AI-enabled operations and enterprise transformation.
• Wellbeing support and work-life balance resources designed to help you perform at your best across all dimensions of your career and personal life.
• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed