Process Re-Engineering & Operational Excellence Senior Vice President

About this role

Citi is looking for a Process Re-Engineering & Operational Excellence Senior Vice President, to lead the strategic programs designed to transform the customer experience for Citi's Retail and Cards customers.  This role will manage a team of 10 professionals and a broad portfolio of process, business, and technology improvement initiatives, driving measurable reductions in customer complaints and operational inefficiencies. This is a high-visibility role where your decisions will directly shape how millions of customers interact with Citi's products and services.

Responsibilities • Lead and manage a portfolio of process re-engineering and operational improvement projects across Citi's Retail and Cards businesses, ensuring each initiative delivers measurable efficiency gains and customer experience improvements.

• Develop and execute programs to reduce customer complaints, optimize key operational processes such as dispute resolution, and embed sustainable improvements across Core Operations.

• Manage and develop a team who monitors and analyses data such as customer complaint trends, translating data insights into actionable feedback for operational teams.

• Analyze operational and customer experience data to identify process improvement opportunities, build compelling narratives from that data, and present findings to senior stakeholders to drive decision-making.

• Shape large-scale re-engineering programs by defining robust business cases, gaining senior stakeholder buy-in, and forming cross-functional project teams to deliver against agreed objectives.

• Partner with Senior Operations Managers, Legal, Risk, and Technology teams to align improvement initiatives with broader business investments and ensure organization-wide adoption.

• Maintain rigorous governance across all programs, including project plans, financial tracking, control points, and executive-level communications to impacted business areas.

• Ensure compliance with applicable policies and regulations in all decision-making, maintain high standards of risk awareness and escalating control issues with transparency.

Required Qualifications & Skills • 10 or more years of experience in banking, with demonstrated capability in leading operational or process improvement functions within a complex, multinational environment.

• Proven ability to analyze and interpret operational data, translating findings into clear, actionable insights that influence senior stakeholders and drive program outcomes.

• Track record of managing cross-functional initiatives, influencing leaders and teams outside of direct reporting lines across functions such as operations, technology, legal, and risk.

• Hands-on experience delivering process re-engineering programs, with working knowledge of Lean principles, re-engineering methodologies, and associated toolsets.

• Strong people management capability, including experience leading, developing, and evaluating teams, managing budgets, and making resourcing and performance decisions.

• Excellent project planning skills, with the ability to manage multiple concurrent workstreams, maintain documentation standards, and deliver against deadlines in a fast-paced environment.

• Clear and confident communicator at all levels, with the ability to present complex information concisely to senior leadership and engage diverse stakeholders across business lines.

Beneficial Skills & Qualifications • Master's degree in a relevant discipline, complementing a Bachelor's or University degree as the minimum education requirement.

• Experience working within a Lean organization or leading Lean transformation programs at scale.

• Familiarity with customer lifecycle management and customer experience frameworks within a retail banking or cards environment.

• Demonstrated ability to build a program or function from the ground up, showing initiative and comfort operating in ambiguous or emerging structures.

• Experience engaging with and influencing senior process owners and program sponsors at a global level.

What We Offer This is a genuinely rewarding opportunity to lead work that has a direct and visible impact on the experience of Citi's Retail and Cards customers. You will operate at the intersection of strategy and execution, owning meaningful outcomes as part of a high-performing operations team within one of the world's largest financial institutions. • Direct ownership of a high-profile, multi-year customer experience program with clear business outcomes and executive visibility.

• The opportunity to lead and shape a team of dedicated professionals, with full people management responsibility including performance, development, and career growth.

• A hybrid working arrangement with 3 days in the office and 2 days working remotely, supporting a sustainable balance between collaboration and flexibility.

• Access to Citi's global network and the opportunity to work with cross-functional partners across operations, technology, legal, and risk at a significant scale.

• A performance-driven environment where your contributions are linked to measurable results, recognizing delivery and impact at a senior level.

• Access to Citi's learning and development resources to support continued professional growth in operational leadership and program delivery.

• Comprehensive wellbeing, financial wellbeing, and family support benefits as part of Citi's broader employee offering.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required. Focus on Client Experience and leading program of improvement initiatives to reduce customer complaints ------------------------------------------------------ Job Family Group: Business Strategy, Management & Administration ------------------------------------------------------ Job Family: Business Process Re-Engineering ------------------------------------------------------ Time Type: Full time ---

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