North America Consumer Bank Operations Chief of Staff

We are seeking a North America Operations Chief of Staff to work collaboratively across the Operations team to create best in class client-centricity across function, products – our branded and cobrand cards, the cards we issue with partners through Citi Retail Services, and our retail banking products and services and geography. As a key member of the leadership team, this leader will be responsible for the Consumer Learning team, helping set and drive the learning agenda.  In addition this role will be critical in enabeling Business Transformation & Strategic Initiatives, focusing on driving expense productivity and operating model efficiency, developing high-quality, customer-centric experiences.

A Day in the Life:

• Drive collaboration across all critical Operations functions, including Customer Service, Collections & Recovery, Credit, Transaction Services, Core Operations, Anti-Money Laundering / Know Your Customer and Customer Experience & Service, ensuring and promoting close partnerships, driving toward clear shared objectives, mutual trust and confidence, and close collaboration to achieve these shared objectives.

• Leader is responsible for Consumer Learning team, including driving and executing against Operations Learning strategy

• Establish clear prioritization of work and overall governance

• Leader will identify opportunities and issues of strategic importance to North America Operations team to drive critical transformation, productivity and cross-business unit initiatives and ensure effective execution of these initiatives, ensure tracking and measuring are in place for all initiatives 

• Leader will be responsible for NAM Operations Business Planning and Corporate Scorecard Management.

• Develop Executive level presentations

• Manages resource supply and demand; may include hiring, staffing and maintaining a diverse and effective workforce

• Serves as Internally recognized Operations subject matter expert that influences the way things are done

• Influences and negotiates with senior leaders (across functions); may communicate with external parties

• Leader will need to develop and manage an effective communication strategy for the North American Operations team, comprising ~25,000 FTEs located across multiple domestic and offshore servicing sites and ranging from non-exempt to exempt professionals.  Communication includes a range of forums and media, including formal business reviews and town halls, as well as fun and engaging ways to generate excitement and support for key initiatives and a sense of team.    

What You’ll Need:

• Collaborative, while firm on goals and driving the extended team toward actions (and deadlines) to achieve them. 

• Strategic thinker with proven ability to operationalize the strategy.  Strong problem-solving skills

• Clear and optimistic vision for what can be.  Proven ability to execute with urgency and pragmatism in the current environment.   

• High curiosity – proactively seeking to learn more and ‘connect the dots’ for better solutions.  Affinity toward technology as a customer experience enabler.   

• Rigorous attention to detail and highly organized, but able to operate with ease at all levels (from strategy to execution). 

• Deep empathy for customer experience – always analyzing and assessing from the customers’ viewpoint. 

• Authentic people leader who invests in nurturing potential, as well as proven talent.  Conscious and supportive of diversity & inclusion, and the value they bring to customers, business and the team. 

• Bachelor’s/University degree or equivalent experience, potentially Masters degree and managerial experience

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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.

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