Process Improvement Lead Analyst Vice President

Citi • Tampa, FL

1d • $93,440 - $140,160 • Hybrid

About The Position

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

The position serves as a technical authority and subject matter expert, provides advice and operational assistance, and works with limited direct supervision. It analyzes operational processes, identifies and addresses gaps and root causes, and develops solutions to streamline processes and expand Operations capabilities. The role also assesses risk in business decisions and promotes compliance with applicable laws, rules, regulations, and policies.

The position is hybrid, with a couple of days each week onsite and the remainder from home. The primary location is Sioux Falls, South Dakota. The stated full-time salary range is $93,440 to $140,160. Eligible employees may also receive incentive and retention awards. Benefits include medical, dental, and vision coverage; 401(k); life, accident, and disability insurance; wellness programs; paid time off; and paid holidays. Offerings may vary by jurisdiction, job level, and date of hire.

Requirements

• 6–10 years of experience.
• Demonstrated experience leading large-scale business process improvements or business modernization efforts, including implementation of emerging technologies, business architecture/design, or automation initiatives.
• Strong understanding of dispute, claims, or financial operations and associated regulatory requirements.
• Ability to work across business and technology organizations and influence without direct authority.
• Demonstrated problem-solving and decision-making skills.
• Clear and concise written and verbal communication skills.
• Strong analytical skills for business modeling and data model analyses.
• Ability to operate with limited direct supervision and exercise independent judgment and autonomy.
• Ability to assess business risk and adhere to applicable laws, rules, regulations, and policies.

Nice To Haves

• Knowledge of Reg E, Reg Z, UDAAP, and network rules (VISA, Master Card, NACHA).
• Knowledge of PEGA is preferred but not required.
• Coaching and mentoring skills to develop less-experienced teammates.

Responsibilities

• Lead end-to-end implementation of AI/ML, RPA, BPM, and advanced analytics solutions across the Disputes organization.
• Translate operational, regulatory, and organizational objectives into technology transformation roadmaps and business requirements, with milestones, KPIs, and tangible business outcomes.
• Serve as business architect for the Dispute organization and ensure solutions are scalable, compliant, and aligned with enterprise strategy.
• Identify opportunities to automate, digitize, and streamline dispute processes.
• Act as the primary liaison between business operations and technology teams, ensuring requirements are defined, prioritized, and delivered as intended.
• Lead transformational efforts to automate manual processes using BPM, RPA, or PLM applications.
• Conduct end-to-end gap assessments and root cause analyses, and formulate recommendations to address findings.
• Perform User Acceptance Testing and platform rollouts.
• Provide technical authority, advice, counsel, and operational assistance for an area of the business.
• Analyze problems, develop innovative solutions, streamline operational processes, and expand Operations capabilities for new products and services.
• Communicate regularly with Operations teams and departments.
• Analyze existing operational processes and apply creativity to complex situations.
• Assess risk in business decisions, drive compliance with applicable laws, rules, regulations, and policy, apply sound ethical judgment, and transparently escalate, manage, and report control issues.
• Lead complex initiatives and set direction for execution of transformational efforts.
• Collaborate with cross-functional teams to obtain buy-in before implementation.
• Coach and mentor less-experienced teammates.
• Communicate initiative health and progress to senior leadership and stakeholders.
• Perform business modeling and data model analyses.

Benefits

• Medical, dental, and vision coverage.
• 401(k).
• Life, accident, and disability insurance.
• Wellness programs.
• Paid time off, including planned vacation and unplanned 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
• Education Level: No Education Listed