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VP, Branch Transformation Project Operations Lead - Hybrid

Job Req ID 22478568 Primary Location Fort Lauderdale, Florida; San Antonio, Texas; O'Fallon, Missouri; Washington, DC; Fountain Valley, California; Chicago, Illinois; New York, New York; Elk Grove Village, Illinois; Charlotte, North Carolina Job Category Project and Program Management
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The Retail Branch Network is on a transformation journey through the development and enhancement of our client-central and banker-central tools and platforms. This role will be fundamental in defining and supporting the development, adoption, and operational structure for critical branch channel platforms. A successful candidate will have strong retail bank knowledge, strong understanding of retail bank operations, and able to work across multiple technology and business teams to develop, lead and support complex platform and infrastructure enablement’s.

The candidate will be able to identify critical project components and self-manage accountability against workstreams, ensuring the identified solutions are implemented in line with the current and evolving business operations and technology strategy. They will need to be highly detail-oriented and very comfortable operating in an agile environment. They will need to have strong risk and controls skills as the role will require them to engage with a broad set of business, technology, operations, and product stakeholders. The right candidate will be able to plan effectively while identifying and managing risk. A baseline of technology / digital knowledge and a view toward building for future state environments will support a strong fit. Good knowledge of the branch environment and organization is critical given the level of engagement and advocacy required.


  • Design & develop innovative solutions integrating business growth and operations strategy

  • Help lead the development and maintenance of standards and procedures for new feature development or current feature enhancement.

  • Engage in all stages of business testing including user acceptance testing (prior to release) and business validation (occurring over release weekend and following week)

  • Partner with a variety of business, front line and technology team to identify and resolve system and usability issues and enhancements needed

  • Support Branch Network needs related to new platform and capabilities usage and adoption (Q&A sessions, Division & Area meetings, workshops, change management processes etc.)

  • Partner with critical stakeholders and parties to socialize policy and procedure changes and reflect alignment with all Citi required controls.

  • Support and manage the establishment of a field transformation change network

  • Develop a field readiness plan to drive awareness and adoption of new initiatives in concert with retail stakeholders.

  • Manage and support multiple, concurrent projects in the development and implementation of transformation initiatives

  • Effectively communicate program and project status across multiple stakeholder groups.

  • Partner with business, operations and technology to identify, troubleshoot and resolve risks.

  • Develop presentations and other communications documenting scope, objectives, strategy, customer and employee benefits of the programs

  • Ability to manage in a matrix managed environment

  • Represent needs of Branch Network in new platform capability designs as well as enhancements to existing capabilities

  • Providing branch expertise around client/banker experience, policy/procedure requirements, pain points in existing legacy and new platform processes

  • Due to release schedules, this role will require flexibility to work outside of normal business hours including some nights and weekends, as needed

  • Manage the mapping and linkage between key Dependencies; i.e. Policies, Regulations, Applications, Products, is consistent with the risk taxonomy

  • Help lead the re-engineering of key processes to deliver best in class standardized,streamlined and simplified capabilities across the organization

  • Assist with Identifying and managing operational risks, execution, and monitoring of controls.

  • Support and manage the establishment of a field transformation change network

  • Develop a field readiness plan to drive awareness and adoption of new initiatives in concert with retail stakeholders.


  • 5-7 years of relevant experience

  • Experience in retail banking operations, and/or project management preferred

  • Experience in Retail Banking, Financial Services, or Wealth Management industry preferred

  • Experience in supporting an evolving operations control environment

  • Working knowledge of project management methodologies, tools, and techniques

  • Proficient computer skills with a focus on Microsoft Office applications

  • Consistently demonstrates clear and concise written and verbal communication as well as demonstrated presentation skills

  • Understanding of Agile technology development process


  • Bachelor’s degree/University degree or equivalent experience


Job Family Group:

Project and Program Management


Job Family:

Program Management


Time Type:

Full time


Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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