Operations Senior Function Group Manager

Citi•New York, NY

2d•Hybrid

About The Position

The Operations Senior Function Group Manager at Citibank N.A. is responsible for setting the strategic vision and requirements for Operations platforms, aligning them with stakeholder and client needs across New Builds, Business Architecture, and Technology. This role involves driving collaboration among critical Operations functions such as Customer Service, Collections & Recovery, Credit, Transaction Services, Core Operations, Compliance, and Regulatory Risk to foster partnerships and achieve shared objectives. The manager will lead key Transformation initiatives, establishing strategic vision, governance, and metrics to enhance execution discipline within USPB Operations. They will partner with Product teams for end-to-end implementation of initiatives, translating them into tactical business plans with measurable progress. The position also entails establishing clear work prioritization and overall governance, overseeing the Operation Program Management Office (PMO) team for cross-functional USPB programs and technology, and owning Operations platform requirements and technology engagement. Identifying strategic opportunities and issues for North America Operations to drive transformation, productivity, and cross-business unit initiatives, ensuring effective execution and tracking, is also a key aspect. The role requires influencing and negotiating with senior leaders across functions and communicating with external parties. A telecommuting/hybrid work schedule may be permitted within a commutable distance from the worksite.

Requirements

Bachelor’s degree, or foreign equivalent, in Marketing, Business, or a related field, and eight (8) years of experience in the job offered or in a related occupation.
Eight (8) years of experience must include: Handling the segmentation strategy to understand and execute within the financial services industry.
Creating the strategic roadmap including fostering acquisition, engagement, retention, product penetration, segment profitability, and enhancing client experience.
Incorporating the competitive environment and client needs based on client research, capabilities benchmarking, marketing and communications plans.
Developing the communication strategy across digital, face-to-face, and call center channels to accelerate stand-alone profitability for individual segments.
Creating business plan targets and managing month-to-month reporting and analysis, in conjunction with finance, decision management, and sales reporting, to ensure achieving committed business goals.
Transforming the interaction models for client facing channels, including digital, call center, face-to-face, and marketing.
In the alternative, employer will accept a Master’s degree, or foreign equivalent, and six (6) years of experience.

Responsibilities

Set strategic vision and requirements for Operations platforms across New Builds, Business Architecture and Technology aligned to stakeholders and client needs.
Drive collaboration across all critical Operations functions, including Customer Service, Collections & Recovery, Credit, Transaction Services, Core Operations, Compliance and Regulatory Risk ensuring and promoting close partnerships, driving toward clear shared objectives, mutual trust and confidence, and close collaboration to achieve these shared objectives.
Drive key Transformation initiatives, establishing the strategic vision, governance and metrics associated to increase focus and execution discipline across all aspects of USPB Operations.
Partner with our Product teams to drive E2E implementation of initiatives and translate them into tactical business plans with mechanisms for key measurements in place to monitor progress.
Establish clear prioritization of work and overall governance.
Oversee the Operation Program Management Office (PMO) team driving core cross functional USPB programs as well as tech BOW.
Own Operations platform requirements and engagement with technology.
Identify opportunities and issues of strategic importance to North America Operations team to drive critical transformation, productivity and cross-business unit initiatives and ensure effective execution of these initiatives, ensure tracking and measuring are in place for all initiatives.
Influence and negotiate with senior leaders (across functions) and communicate with external parties.