. Director, Services Operations Horizontal AI Solutions

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 Horizontal AI Solutions to lead the design and delivery of reusable AI capabilities that can be deployed consistently across multiple operations functions globally. Sitting at a senior level within Citi's Operations function, this role is central to reducing duplication, accelerating AI adoption, and ensuring that common operational challenges are solved once — then scaled across the firm. This is a role for a seasoned operational leader who understands that the biggest gains in AI transformation come not from solving the same problem twenty times over, but from building once and deploying everywhere. If you have a track record of building shared capabilities and driving cross-functional AI programmes at scale, this is an opportunity to define how Citi operationalises AI across its global operations estate.

Objective Implement reusable AI capabilities across Operations that can be deployed across multiple operations functions — addressing common processes and eliminating duplication at scale.

Top 5 Responsibilities Drive standardisation, reuse and common solutions across Operations to reduce duplication and accelerate AI adoption across global teams. Partner with Product, Technology, Data, and Control functions to ensure scalable, secure and compliant execution in Operations — ensuring Ops requirements are incorporated into platform roadmaps and the execution of supporting operational readiness, training, and testing activities. Define and support the strategy and roadmap for horizontal AI capabilities that can be leveraged across Operations and export best of breed from enterprise Operations. Develop reusable capability patterns — including knowledge assistants, operational intelligence, workflow copilots and decision support services. Manage Operations solutions portfolio — ensuring adoption, operational impact and strategic alignment.

Full Responsibilities • Drive standardisation and reuse of AI solutions across global Operations teams, eliminating duplication and accelerating the adoption of common capabilities at scale.

• Define and continuously evolve the strategy and roadmap for horizontal AI capabilities — ensuring they can be leveraged across multiple operations functions and represent best-in-class execution within the enterprise.

• Develop reusable capability patterns including knowledge assistants, operational intelligence tools, workflow copilots, and decision support services that address common operational processes.

• Partner with Product, Technology, Data, and Control functions to ensure AI solutions are scalable, secure, and compliant — and that Operations requirements are embedded into platform roadmaps from the outset.

• Lead the execution of operational readiness, training, and testing activities that support the successful deployment of AI capabilities across Operations teams.

• Manage the Operations AI solutions portfolio, tracking adoption, measuring operational impact, and maintaining alignment with strategic priorities across the function.

• Influence senior stakeholders across functions to build consensus around shared approaches, and negotiate effectively to ensure horizontal solutions are adopted rather than replicated locally.

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 design and deliver shared or horizontal capability programmes across complex, cross-functional environments, with full accountability for outcomes and strategic direction.

• Deep knowledge of operational process design and the practical application of AI, automation, or shared services models to improve end-to-end service delivery at scale.

• Commercial acumen and analytical capability, including a working understanding of how technology investments translate into operational efficiency, risk reduction, and sustainable performance.

• Ability to assess risk in operational and business decisions, maintaining consistent standards for controls, compliance, and ethical conduct that protect the firm and its clients.

• Excellent communication and negotiation skills, with a track record of influencing senior stakeholders across multiple functions and aligning diverse teams around common solutions.

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 — with direct experience of high-volume, compliance-sensitive service environments and the realities of building for operators at scale.

• AI/Automation Program Leaders: Senior leaders who have implemented AI and intelligent automation specifically within operations contexts, solving real workflow problems through reusable, scalable capability rather than one-off solutions.

• Transformation Leaders: Individuals who have deployed and scaled agentic AI solutions, implemented intelligent routing, and delivered workflow copilots and agent-assist tools that are trusted and adopted by large operations teams globally.

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

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