Primary Location: United States,Florida,Jacksonville
Other Location: United States
Education: Bachelor's Degree
Job Function: Operations
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 50 % of the Time
Job ID: 19005144
North America Consumer Banking Head of Operations
Be a part of the work we do to enable progress around the globe
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. For the past 200 years at Citi, we have a drive to help clients move from ambition to achievement. Our company has been one of the foundational components of today's modern financial infrastructurethis gives us a level of unmatched expertise in tackling the world's most complex challenges and connecting across capabilities to enable lasting progress for our clients.
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.
Citi's Global Consumer Bank has a unique opportunity to leverage its global consumer relationships and footprint, state of the art technology and leading consumer banking position to deliver customer value in a targeted and impactful way. Citi is optimizing its relationship structure to realize a fully integrated global delivery model with technology at its core, where sales, marketing and product all work in concert on the cross platform goals of the company to deliver a remarkable customer experience. To help us continue on this journey, the Global Consumer Bank Operations Head is currently seeking a North America Consumer Banking Head of Operations.
The North America Consumer Banking Head of Operations is the consumer bank's North America operations leader and has full accountability and ownership of all components of the business operational deliverables including digital and agile transformation, long-term strategic direction, planning, and management of the company's operations functions, and delivering on Citi's promise of uncompromising excellence in service delivery to its customers throughout the various touchpoints of the customer experience. Key functions include Customer Service, Collections, Mortgage, Transaction Services, Core Operations and KYC. Additionally they will have oversight responsibility for Fraud and Credit. This individual will be tasked with the responsibility of transforming Citi's operations into a leading mobile centric function, with a focus on the customer experience and NPS results, while developing and maintaining strategic business growth to become the world's premier global digital bank. Key priorities for this role include:
Establish excellence and innovation in operations and management.
Deliver remarkable experiences for ~39MM customers and the 3.6 billion annual customer touch points/interactions they have with us across functions and channels.
Lead a ~14,000 person organization across multiple sites and geographies (10,000 FTE, 4,000 Contractors).
Optimize the current budget and act as a responsible steward of capital through a relentless focus on expense optimization, fraud prevention, and client centric revenue generation.
Define and execute a rapid digitization strategy to drive the SPEED (straight through processing, end-to-end servicing and digital) initiatives that encompass a unified effort between the Businesses, Operations, and Technology to embed the digital experience across all customer touch points and internal processes spanning all areas of the Consumer Bank which is looking for opportunities to automate, using natural language processing, machine to machine learning and artificial intelligence systems.
Advocate for the customer experience and create executional practices/standards, ensuring all teams make fact-based and ROI positive investments in customer-centricity leveraging research and analytics, industry and market best practices and customer/business stakeholder feedback to create a great omni-channel, 360customer experience that maximizes customer satisfaction and loyalty, delivering against Citi's Brand Promise and Customer Value Proposition and support profitable growth.
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.
Ensure deep integration with technology and business partners by fostering a culture of collaboration and attracting and developing talent which has technical/forward compatible fluency.
Provide evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources.
The key characteristics of the ideal candidate for the position are:
Visionary leadership in creating a customer-focused Operations organization
Global mindset to drive organizational change
Excellent stakeholder management skills to ensure alignment with key partners across the organization
Proven ability to balance risks, respective capital allocations and change complexities throughout the enterprise.
Strong preference for Citi CSC locations: Jacksonville, Cincinnati, San Antonio, Tucson, Dallas, or Boise.
15-20 years of years of demonstrated distinctive leadership in operations and/or financial services, ideally in industries that are advanced in leveraging digital means of engaging with customers and experience with solutions driven by data science and machine learning.
Have a first class track record of transforming business models and technology from an operational and strategic role within a large scale multinational corporation, culminating in an outstanding track record of execution and delivery.
Possess extensive Operations and business experience in a dynamic, complex, and demanding corporate environment where challenges are handled on a large global scale.
Demonstrate excellence and experience in financial management, planning, administration and corporate affairs.
Track record of building high performing teams, defining organizational structure, acquiring and developing talent, embodying company values and inspiring others.
Possess uncompromising ethics, unwavering integrity and understanding of risk, as well as outstanding communications and interpersonal skills.
Have a team-oriented outlook, inspiring collaboration and building bridges between cross-functional teams.
Advanced critical-thinking skills and the ability to aggressively but diplomatically question assumptions and look for the less obvious answer.
Ability to influence internal and external stakeholders to achieve results that will have a significant business impact.
Superior relationship management skills are also critical, with experience in effectively addressing and resolving conflict without impacting relationships.
Demonstrated passion for driving customer-centric change and profitable growth.
Ability to leverage data and analytics to improve business outcomes.
Excellent verbal and written communication skills. Able to present information to senior level audiences and regulators in simple, logical business terms.
BA/BS required, MBA preferred
Successful North America Consumer Banking Head of Operations should demonstrate the following leadership competencies:
Drives Value for Clients: Enables economic value and positive social impact for clients, companies, governments, and communities. Leveraging both curiosity and determination are also attributes that are pivotal to driving a responsible and comprehensive value proposition.
Works as a Partner: Works collaboratively across the firm to be one team and encourages others to achieve the best results for Citi and our clients.
Champions Progress: Champions a culture of high standards, pushes for progress, embraces change and challenges the status quo in support of Citi's vision and global strategy. The courage to be bold, determined and curious will ensure that we are well invested in our future.
Lives our Values: Ensures systematically responsible outcomes while driving performance and balancing short and long term risks, while not sacrificing boldness when it's related to setting a high bar for excellence.
Delivers Results:Determination with setting high standards and achieves performance objectives by creating a clear path toward ethical, responsible and sustainable results.