Citi Infrastructure Group Manager - Business Operations - SVP in Irving, Texas

  • Primary Location: United States,Texas,Irving

  • Other Location: United States,Delaware,New Castle

  • Education: Bachelor's Degree

  • Job Function: Technology

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 25 % of the Time

  • Job ID: 17043443


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 at explains what we do and Citi Leadership Standards at 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.


The Head of Business Operations for CTI Global Customer Operations (GCO) will have primary accountability for workforce management of 1000+ FTE, financial expense and productivity management ($500MM with 10-12% YoY expense reductions), executive and organizational reporting, strategic planning, and global program support. Position will report directly to the Head of CTI Global Customer Operations and will provide support to the extended GCO Leadership Team.

  • Set strategic priorities with GCO leadership team; identify key enablers to success and actively engage with respective owners to ensure achieving desired results; ensure continued progression of service, financial, and people agenda. Ensure alignment with CTI’s strategy and achievement of Citi’s Execution 2.0 Strategy

  • Manage day-to-day operational events, providing business analysis and problem-solving recommendations based on knowledge of best practices and process implementation. Continuous interaction with both the leadership team and extended organization required

  • Financial oversight inclusive of expense management and controls, annual budget planning and ongoing forecast management, allocation/recovery of costs, vendor management / invoice analysis, global coordination of productivity objectives and actuals(target setting and results tracking). Constant interaction with regional leaders and financial partners

  • Global workforce management inclusive of headcount analysis and forecasting (employees and 3 rd party non-employees), composition of 3 rd party managed services, resource locations strategy (in alignment to enterprise objectives), workforce real-estate forecasts, talent management and organization development, and actively manage impact of organizational changes

  • Responsible for the definition and publication of the monthly operating report (MOR) to show progress against core objectives and demonstrate use of analytics to drive required performance / service changes as required

  • Establish organizational scorecard objectives & targets. Track progress against performance targets, inclusive of contractual managed service commitments

  • Prepare and publish ad-hoc reports, metrics, presentations, off site & workshops materials, and internal communications as required

  • Manage ad-hoc analytical requests and lead efforts in the analysis and generation of detailed management information reporting – liase with operational partners including FinCon, HR, Risk Management, CTI Business Management, and Regional Providers to ensure transparency and accurate reporting

  • Support Head of GCO and extended leadership team across all business management functions – drive responsibility and accountability with fact based analysis and communications. Develop and implement metrics and KPI’s to help manage business

  • Manage volume, quality, timeliness, and delivery of Business Management deliverables

Other responsibilities include the following:

  • Head of GCO Business Operations must be able influence execution and results across teams all CTI teams. The building of relationships and partnerships will be required to respond to management regular ad-hoc requests. Must be able to balance multiple requests and self-prioritize those requests in a manner that ensures critical items are completed promptly and effectively. Must be able to lead change and develop innovative solutions that will enable the GCO organization to operate efficiently and effectively. Expected to have regular interaction with and presentations to senior management and potential client teams.


Skills / Knowledge

·7+ year’s operations management experience, 5+ years financial P&L ownership, 5+ years executive communication experience as well as extensive process and/or system development experience.

·Strong skills in relationship building and management, program management/planning, presentations and communication.

·Highly-motivated, strong performer with a proven ability to work effectively with virtual and remote teams.

·Demonstrate leadership and adaptability when facing unique challenges encountered

·High energy and a passion for project management and its processes

·Very strong written, spoken and presentation communication skills

·Very strong influencing and partnering skills

·Commitment to quality, attention to detail, and continuous improvement.

·Focus on delivery and execution; able to focus on details while seeing big picture

·Strong meeting organization and facilitation skills

·Experience and ease in interfacing with Senior Management and Technical Support Teams

·Track record of managing work to achieve milestones on time and within budget in a high-pressure environment

·Analytical, flexible, team-oriented, have good interpersonal and follow up skills with strong attention to detail and ability to multi-task

·Technical proficiencies in Microsoft Office products (Word, Excel, PowerPoint and Project) and industry standard project management tools.

·Financial Services experience preferred