Technical Support Lead, HyperCare Payment Platforms, Senior Vice President

Citi•Irving, TX

24d

About The Position

Elevate Client Experience with Technology HyperCare: Are you a seasoned technical leader passionate about delivering exceptional client service and driving technological excellence? Join Citi as a Technical Client Lead (SVP) for our innovative HyperCare program. In this pivotal role, you will be the dedicated single point of contact for our most strategic platinum clients, specifically within the dynamic world of Payments platforms. Your mission will be to proactively manage technical relationships, ensure seamless operations, and champion client needs across Citi's global enterprise. This role demands a strong ability to influence and drive action across various technology teams, often without direct authority, to achieve superior client outcomes. This is an opportunity to shape the future of client engagement in financial technology, working at the intersection of cutting-edge payments solutions and world-class client support. If you thrive in a fast-paced environment, possess deep technical expertise, and excel at building strong client partnerships, we invite you to apply.

Requirements

A minimum of 8 years of progressive experience in a senior technical client-facing role (e.g., Technical Account Manager, Solutions Architect, Production Support Lead) within the financial services or enterprise payments technology sector.
Demonstrated expertise in Payments processing, platforms, and related technologies (e.g., real-time payments, cross-border payments, clearing & settlement).
Exceptional ability to build and nurture strategic client relationships, with a proven track record of managing technical discussions at all levels.
Strong understanding of IT service management principles (ITIL) and practical experience with incident, problem, and change management.
Proficiency in leveraging observability, monitoring, and data analytics tools to drive proactive support and performance optimization.
Outstanding written and verbal communication, presentation, and negotiation skills, with a proven ability to influence and drive outcomes across complex organizational structures.
Ability to operate with a high degree of autonomy, manage complex projects, and prioritize multiple demands in a dynamic global environment.
A strong commercial acumen, with the ability to translate technical concepts into business value.
Bachelor's degree in Computer Science, Engineering, or a related technical field is required; a Master's degree is highly preferred.

Responsibilities

Strategic Client Partnership: Serve as the primary technical interface and trusted advisor for Citi's platinum clients on Payments platforms, fostering strong relationships and understanding their evolving technical and business needs.
Proactive Technical Leadership: Drive proactive engagement, incident prevention, and rapid resolution strategies, leveraging advanced monitoring tools and observability dashboards to ensure unparalleled system reliability and performance.
End-to-End Support Ownership: Own the client's technical journey from inquiry to resolution, coordinating with global product, engineering, and operations teams to deliver comprehensive and streamlined support.
Effective Communication: Master effective client communication across various channels (e.g., direct chat platforms, email, tech-to-tech calls), providing transparent updates on system status, planned changes, and incident post-mortems.
Influence & Advocacy: Act as a strong client advocate internally, influencing product roadmaps, service improvements, and policy formulation to continually enhance the client experience. This includes driving actions to improve client experience on our platform, using bank assessment scorecards and Voice of Client (VOC) results as key evidence of success, and achieving these improvements through significant influencing across the tech organization without direct authority.
Risk Management: Identify, assess, and mitigate technical and operational risks impacting client services, ensuring robust controls and compliance within Citi's stringent regulatory environment.
Team Collaboration: Collaborate with and provide technical guidance to a dedicated Client POD team, driving continuous improvement in support processes and client satisfaction.

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.
For additional information regarding Citi employee benefits, please visit citibenefits.com.
Available offerings may vary by jurisdiction, job level, and date of hire.

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