Process Improvement Lead Analyst Vice President

Citi•Tampa, FL

About The Position

The Process Improvement Lead Analyst is a senior-level position responsible for leading the end‑to-end design, execution, and delivery of dispute modernization initiatives through the implementation of emerging technologies, including AI/ML, Robotic Process Automation (RPA), and Business Process Management (BPM) solutions. This role acts as the business architect and focal point for multiple Dispute transformation initiatives, owning delivery from business needs identification through implementation, testing, validation, and change management. The position partners closely with Operations, Technology, Risk, Compliance, and other cross‑functional stakeholders to ensure solutions are aligned with operational, regulatory, and organizational objectives and deliver measurable, sustainable outcomes.

Requirements

6-10 years of experience
Demonstrated experience leading large-scale business modernization or automation initiatives.
Strong understanding of dispute, claims, or financial operations and associated regulatory requirements.
Proven ability to work across business and technology organizations and influence without direct authority.
Demonstrated problem-solving and decision-making skills
Consistently demonstrates clear and concise written and verbal communication skills

Nice To Haves

Knowledge of Reg E, Reg Z, UDAAP, Network Rules (VISA, Master Card, NACHA) are a plus.
Knowledge of PEGA preferred but not required

Responsibilities

Lead the end‑to‑end implementation of emerging technology solutions (AI/ML, RPA, BPM, advanced analytics) across the Disputes organization.
Translate operational, regulatory, and organizational objectives into clear technology transformation roadmaps and business requirements with defined milestones, KPIs, and tangible business outcomes.
Serve as business architect for the Dispute organization, ensuring solutions are scalable, compliant, and aligned to enterprise strategy.
Drive continuous improvement by identifying opportunities to automate, digitize, and streamline dispute processes.
Act as the primary liaison between business operations and technology teams, ensuring requirements are clearly defined, prioritized, and delivered as intended.
Experience leading transformational efforts through automation of manual processes leveraging BPM, RPA or PLM applications
Experience performing end-to-end gap assessments, thorough root cause analysis and formulating recommendations to address findings
Perform User Acceptance Testing and platform rollouts
Serve as technical authority for an area within the business providing advice and counsel related to the technology or operations of the business as well as provide operational assistance
Perform analysis to define problems, develop innovative solutions, streamline operational processes and expand Operations capabilities for new products and services
Communicate regularly with all Operations teams and departments
Analyze existing operational processes and apply creativity to complex situations, as needed
Has the ability to operate with a limited level of direct supervision. Can exercise independence of judgement and autonomy. Acts as SME to senior stakeholders and /or other team members.
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.
Proven track record leading complex initiatives and setting direction on execution of transformational efforts
Ability to collaborate and partner with cross-functional teams to obtain proper buy-in prior to implementation of initiatives
Coaching and mentoring skills to develop less-experienced teammates
Effective communication skills to report health status and progress of initiatives to senior leadership teams and stakeholders
Strong analytical skills to perform business modeling and data model analyses

Benefits

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards.
Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs.
Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.

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