The Ops Sr Function Group Manager manages multiple teams of senior professionals through other senior managers. The job requires a broad and comprehensive understanding of the different systems, theories and practices relevant to a function as well as practical experience of multiple business cycles. In-depth knowledge of the industry and direct competitors' products/services is also necessary in order to contribute to the commercial objectives of the business. Requires thorough understanding of strategic direction of the function within the business, combined with a solid conceptual/practical grounding in both the function and/ or area of expertise. Excellent communication skills required in order to influence a wide range of audiences. The job is likely to be involved in both internal and external negotiations which will have a major impact on the area managed, and possibly on other related areas and organization as a whole. Develops medium- to long-term plans and executes functional strategies for a large/complex country, cluster of countries, or business requiring coordination and integration across units. Provides input into strategic decisions affecting job family or function within a region or business. Full management responsibility of multiple teams, including management of people, budget and planning. Has authority to negotiate and make independent decisions on issues/activities that have critical impact or influence on company revenues, capital or business operations.

Responsibilities:

• Develop and implement a global model that delivers a predictable and sustainable Service Delivery experience
• Act as responsible stewards of capital through a relentless focus on expense optimization, fraud prevention, and client centric revenue generation
• Identify and actively drive efforts to improve the client experience while embracing and supporting the mission of the franchise
• Complete Operational or Business ownership in rapidly changing functional areas at large organizations with demonstrated cross-channel experience.
• Experience in dealing with stakeholders at senior levels.
• Ten plus years Business/Operational experience.
• Thorough knowledge of business procedures, financial services, and industry.
• Ability to navigate through the global framework, handle conflicting priorities and goals.
• Bachelor's degree or equivalent.
• Ability to balance multiple priorities and work both autonomously and as part of a team to develop solutions.
• Effective people management skills with a proven track record of effective delegation, motivation, and employee and customer satisfaction.
• Professional maturity in dealing with all levels of management and staff.
• Ability to adapt to a rapidly changing environment.
• Demonstrated ability to analyze operational processes/policies/trends and infer relevant business applications across a broad spectrum of stakeholders
• Exemplary thought leadership skills; able to build and lead strategic initiatives
• Excellent verbal and written communication skills; able to present information to senior level audiences in simple, logical business terms
• Ability to work effectively in a team in order to coordinate and build consensus on standards and initiatives
• Influencing and negotiation skills; able to facilitate a diverse set of senior executives to drive convergence to a common set of priorities and standards across Businesses
• Ability to manage effectively in a matrixed and ambiguous environment
• Detailed and highly organized with advanced analytical skills; able to multi-task and set priorities
• Demonstrated capability of leveraging technology in operational arena
• Ability to establish a repeatable, reliable process to provide transparency into regional Business/Operations on a consistent and timely basis.
• Demonstrated people and thought leadership, managerial and interpersonal skills
• Commitment to mobility and diversity
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 15+ years of experience, including 10+ years' managerial experience
• Experience in financial services leadership
• Demonstrates effective relationship management skills
• Proven execution skills and ability to drive results in a Business/Operational organization.

Education:

• Bachelor’s/University degree, Master’s degree preferred; managerial experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

The US Consumer Operations Leadership Team (compromised of Customer Service, Collections & Recovery, Mortgage Operations, Branded Cards and Retail Services KYC/AML, and Core Operations), is seeking a Head of Consumer Customer Service to work collaboratively with the US Consumer Bank Consumer and Customer Service team to create a best in class customer-centric servicing experience. This role will be responsible for transforming Citi’s US Consumer Customer Service experience to ‘Be the Best’ through customer-centric servicing and enabling best-in-class banking, digital first. Role will be responsible for ~5,000 FTE located across multiple US servicing locations, including Jacksonville, FL/Tucson, AZ/Florence, KY/San Antonio, TX as well as nearly 3,200 vendor-partner FTEs located across multiple servicing locations in the Philippines, India and Latin American (LATAM).

A Day in the Life:

• Create and execute long-term strategic direction, planning, and management of the Customer Service function, and delivering on Citi’s promise of uncompromising excellence in service delivery to its customers throughout the various touch-points of the customer experience.
• Responsible for leading Core Customer Service functions & leadership: Head of US Servicing (responsible for ~2250 FTEs located across multiple servicing locations in the US), Head of Partner Management (responsible for ~1500 FTEs servicing Costco and American Airlines portfolio, as well as Operations Partner for portfolio), Head of Offshore Partner Servicing (responsible for all offshore and partner-managed front-line customer service), Head of IVR, Control & Business Planning (responsible for strategy & execution of all IVR programs as well as responsible for Controls & Regulatory Compliance, Business Planning, Scorecard Management, and Communications), Head of Digital Servicing Transformation & Enablement (digital transformation of servicing channels, development of next-generation servicing capabilities).
• Develop and maintain Customer-led growth strategy.

Be a culture champion:

• Drive a culture of innovation, data driven solutions and a forward compatibility mindset to ensure the workforce is seeking and leveraging emerging industry trends and changes that affect the business and the customer experience.
• Build a collaborative, customer-centric and results-oriented culture.

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

What You’ll Need:

• Visionary leadership in creating a customer-focused organization.
• Strong cross-organizational collaboration skills.
• Deep empathy for customer experience – always analyzing and assessing from the customers’ viewpoint.
• Clear and optimistic vision for what can be. Proven ability to execute with urgency and pragmatism in the current environment.
• Proven ability to drive action and clear decisions, leveraging analytics and test & learn without being held back by them. Ability to recognize and recover quickly from failures – both as an individual and on behalf of the team.
• Proven ability to create, communicate and ‘sell’ compelling strategies at all levels of the organization. Highly effective at building, nurturing and leveraging relationships – even in challenging environments with sometimes competing priorities.
• Infectious excitement to lead a large, diverse team through change (great and small, slow and fast, clear and less obvious), and generate followership along the way.
• Authentic people leader who invests in nurturing potential, as well as proven talent. Conscious and supportive of diversity & inclusion, and the value they bring to customers, business and the team.
• Bachelor’s Degree required.

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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