Site Lead and Hospitality Controls & Operational Integrity - Global Hospitality Services NAM, Senior Vice President

Citi • North Castle, NY

1d • $163,600 - $245,400 • Onsite

About The Position

This is a senior strategic role responsible for driving key governance functions and strategic initiatives for Global Hospitality Services (GHS) across North America (NAM). The position will partner with the NAM Head to shape the strategic direction for the flagship Armonk Conference Center and NAM’s smaller Client Centers and Wealth Hub concierge program. A primary focus will be to establish and oversee the regional framework for risk and control, sustainability initiatives, and process governance. This role is designed to concentrate on long-term strategy, financial optimization, and senior stakeholder management, supporting the NAM Head by leading these critical functions. Colleague and Client Services (CCS) strategically delivers services and experiences that enhance how our clients, colleagues, and alumni perceive Citi. Global Hospitality Services (GHS), a part of CCS, delivers a broad array of core products globally, including dining, conferencing, and fitness centers. This role is centered on the flagship Armonk Conference Center, a critical site for senior leadership meetings and client events. The complexity of this role is heightened by the integration of the Wealth Hub concierge program, which demands an exceptional level of service and a high-touch value proposition for Citi's Wealth clients. The role will have total operational and financial responsibilities for the Armonk facility along with oversight of risk and compliance processes and sustainability initiatives for NAM. This position requires an experienced, innovative, and strategic leader who can deliver cost-effective, high-quality solutions in a demanding and constantly changing environment.

Requirements

• 8-10+ years of senior experience in a hotel, hospitality, foodservice, or corporate conference center environment.
• Proven experience in developing and implementing strategic, functional programs across multiple sites.
• Extensive experience in a client-facing, high-touch service environment with exposure to executive-level or high-net-worth clientele.
• Demonstrated understanding of the commercial and financial aspects of service provision, outsourcing, and large-scale contract management.
• Strong track record of setting and managing large, complex budgets and holding teams accountable for financial performance.
• Strategic Thinking: Ability to develop a long-term vision and translate it into actionable functional strategies.
• Executive Presence: Excellent interpersonal skills, confidence, and judgment to effectively communicate and influence senior leadership.
• Financial Acumen: Deep financial literacy with the ability to drive efficiency and report on performance strategically.
• Influence & Collaboration: Proven ability to lead through influence, manage senior stakeholder relationships, and collaborate effectively with both direct and indirect teams.
• Adaptability & Resilience: Desire and drive for continuous improvement, with the ability to remain calm and strategic under operational pressure.
• Negotiation & Influence: Superior negotiation skills for managing high-value contracts and partnerships.
• Executive Communication & Influence: Communicates with clarity, confidence, and strategic intent to senior leadership, framing issues and recommendations in a concise, outcomes‑oriented manner that enables informed decision‑making.
• Client & Service Excellence Orientation: Demonstrates a strong commitment to delivering consistently high standards of service, with a focus on client experience, operational excellence, and protecting the firm’s reputation.
• Ownership, Initiative & Integrity: Operates with a strong sense of accountability and ownership, proactively expanding the scope of the role, taking initiative to address issues before they escalate, and consistently acting with integrity and sound judgment.
• Senior Stakeholder Relationship Management: Proven ability to build and sustain effective working relationships with senior stakeholders across a complex, professional organization, leveraging trust and influence to drive alignment and results.
• Continuous Improvement & Change Agility: Champions continuous improvement by challenging the status quo, driving efficiencies, and adapting quickly to changing priorities, business needs, and operating environments.
• Resilience & Operational Judgment Under Pressure: Maintains composure and sound judgment in high‑pressure operational situations, prioritizing effectively and leading decisive, well‑controlled responses to deliver stable outcomes.

Nice To Haves

• Additional vocational qualifications, Diplomas or industry equivalent or awards are welcomed, but are not a pre-requisite.

Responsibilities

• Provide strategic leadership and oversight for all hospitality operations at the Armonk Conference Center, ensuring alignment with global standards and strategic objectives.
• Oversee all daily operations of the Armonk Conference Center, including client dining, housekeeping, conferencing services, reception, and general hospitality.
• Manage supplier performance on a day-to-day basis, ensuring adherence to contracts and Service Level Agreements (SLAs).
• Own the strategic relationship with smaller NAM Client Centers and Wealth Hub concierge program delivers exceptional value and a seamless, high-end experience for Citi's top clients.
• Guide the evolution of the program based on client feedback and business needs.
• Foster a client and colleague centric culture, ensuring personalized and seamless service delivery while ensuring compliance with health, safety, and regulatory standards across NAM amenity service.
• Monitor and manage budgets, ensuring cost-effective delivery of services without compromising quality.
• Responsible for effectively monitoring non-employees’ assignments, safeguarding compliance with Citi policies and collaborating with the primary contacts for security vendors and contractors.
• Ensure that complaints or potential violations of company policy or its Code of Conduct are immediately escalated in accordance with Citi’s policies.
• Drive the NAM GHS risk and control program, ensuring consistent application of the risk management framework in partnership with site leaders and the NAM Head.
• Act as the subject matter expert for risk and control matters in the region.
• Oversee the governance of standardized processes, policies, and procedures for all hospitality services across the NAM region.
• Drive continuous improvement and efficiency by creating a library of best practices and ensuring consistent application.
• Lead the development and execution of the NAM GHS sustainability agenda.
• Partner with suppliers and internal teams to implement programs that reduce environmental impact, promote sustainable sourcing, and align with Citi's global sustainability goals.
• Direct the long-term capital planning for the Armonk facility, overseeing major projects related to design, scope, and budget for all amenities.
• Define and direct the food and beverage management strategy, setting the standards, policies, and procedures required to meet the highest levels of quality and service.
• Establish and maintain key performance indicators (KPI’s) to measure effectiveness and efficiency of services using data and AI to drive decision-making and continuous improvement.
• Provide reports on service performance, colleague feedback, client feedback, risk management, and improvements initiatives to CCS management.
• Benchmark service levels and cost-effectiveness across the market sector to ensure value for money and that the Citi brand is fully always supported.
• Develop and maintain strong working relationships with senior leaders in key partner functions, including Finance, Citi Procurement Services, Security, and Real Estate Services.
• Partner at a strategic level with the Global Event Marketing (GEM) team to deliver exceptional bespoke events.
• Foster an environment that engages innovation from internal teams and outsourced service partners to elevate the client and guest experience.
• Work closely with the Wealth Management internal clients to develop, refine, and ensure the success of the Wealth Hub concierge program.

Benefits

• 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: Senior