Director, Services Operations Agentic Workflow & Implementation

About this role

At Citi, you won't be running a typical IT implementation. You'll be at the center of redefining how one of the world's largest financial institutions actually operates — from the inside out. Services Operations touches millions of client interactions, thousands of associates, and some of the most complex workflows. You'll have the mandate, the access, and the executive backing to deploy AI where it matters most: at the point where our people serve our clients. The problems are real, the scale is unmatched, and the impact is immediate and measurable.

Citi is looking for a Director, Operations Agentic Workflow & Implementation to lead the design and scaled delivery of agentic AI solutions that fundamentally transform how operational processes are executed across the firm partnering with product, operations, technology and second line partners. Sitting at a senior level within Citi's Operations function, this role carries full accountability for embedding AI-driven automation into production environments - bridging strategy, governance, and hands-on implementation to deliver measurable business outcomes. This is not a role for someone who theorises about AI transformation — it is for a seasoned operational technologist who has lived the realities of high-volume, compliance-sensitive service environments and knows how to deploy intelligent automation at scale. If you have a track record of driving large-scale process transformation through emerging technology, this is an opportunity to shape the future of how Citi operates at scale.

Responsibilities • Lead the end-to-end design and implementation of agentic AI workflows, delivering automation solutions that optimise operational processes at scale across the firm. • Define and drive the strategic direction for AI-enabled operations, establishing implementation standards, governance frameworks, and performance metrics that ensure resilience and appropriate human oversight. • Partner with Operations, Technology, Product, and Risk teams to redesign existing processes, embed AI agents effectively, and maximise both productivity and service quality. • Implement a measurement framework that tracks and continuously improves business outcomes — including cost efficiency, cycle time reduction, accuracy, operational risk reduction, and employee experience. • Manage the transition of AI solutions from pilot through to scaled production, ensuring seamless integration into live operational environments with robust controls in place. • Lead and develop multiple senior operations managers across large or distributed teams, setting clear performance expectations and making decisions on hiring, development, and team structure. • Negotiate and influence at senior leadership level across functions, ensuring alignment of AI implementation priorities with broader business strategy and risk appetite.

Required Qualifications & Skills • 15 or more years of experience in operations or a related function, including at least 8 to 10 years leading large, matrixed teams through other managers. • Demonstrated ability to lead medium- to long-term strategic planning across complex, cross-functional environments, with full accountability for budgets, results, and policy decisions. • Deep knowledge of operational process design and implementation, with a clear understanding of how AI and workflow automation can be applied to improve end-to-end service delivery. • Commercial acumen and analytical capability, including a working understanding of risk and reward dynamics and how they contribute to sustainable operational performance. • Ability to assess risk in operational and business decisions, with a consistent approach to compliance, controls, and ethical conduct that protects the firm's reputation and client assets. • Excellent communication and negotiation skills, with a track record of influencing senior stakeholders across multiple functions and engaging effectively with external parties.

Profile We are looking for candidates who fit one or more of the following profiles: • Operations or Operations Technology Leaders: Professionals who have led technology-enabled transformation within operations functions at large regulated institutions. They understand the realities of high-volume, compliance-sensitive service environments — SLAs, case management, escalation paths, and the human impact of getting automation wrong. • AI/Automation Program Leaders: Senior leaders who have implemented AI and intelligent automation specifically within operations contexts — solving real workflow problems rather than building proofs of concept that never reach production. • Transformation Leaders: Individuals who have deployed and scaled AI and agentic solutions, implemented intelligent routing, and delivered agent-assist tools that operations teams actually use and trust.

Key Attributes • Operational Empathy: Has walked in the shoes of an operations team. Understands the day-to-day realities of SLAs, case management, escalation paths, and the human impact of getting automation wrong. • Pragmatic Technologist: Possesses strong working knowledge of AI — including LLMs and agentic frameworks — but filters every technical decision through the lens of operational feasibility, auditability, and risk. Can credibly partner with both product/engineering teams and operations leaders. • Builds for Operators: Obsessed with implementing tools that are intuitive, reliable, and trusted by the people who depend on them daily. • Change Agent with Discipline: Comfortable navigating the ambiguity of emerging AI capabilities, while remaining grounded in the governance and control requirements of a regulated financial institution. Brings structure to transformation without stifling momentum. • Proven Delivery at Scale: Has a track record of deploying AI or automation solutions that produced measurable operational outcomes — reduced average handle time, improved first-contact resolution, or lower cost-per-t

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