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The Head of PBWM Operations Global Workforce Optimization (GWFO) C16

Job Req ID 22451766 Primary Location Irving, Texas; San Antonio, Texas; Jacksonville, Florida; Atlanta, Georgia; New York, New York; Gray, Tennessee Job Category Operations - Management Operations
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Citi’s Personal Banking and Wealth Management (PBWM) Operations and Fraud Prevention business is the global support for more than 100 million clients across the world including Branded Cards, Retail Bank, Commercial Bank, Wealth and Retail Services. It is supported by approximately 22,000 agents and 30,000 service provider resources who are committed to deliver a remarkable experience to our clients wherever they are by delivering quality products and services. 

The Head of PBWM Operations & Fraud Prevention Workforce Optimization (WFO) is responsible for the full lifecycle of resource planning for PBWM Operations and Fraud Prevention inclusive of: strategy development for production resource capacity planning for employees and suppliers, execution of strategy in partnership with enterprise teams (Recruiting, Training, Realty Services and Procurement) and monitoring of real time performance. Through their responsibilities, the WFO team delivers Operations productivity and protects client experience results for all of PBWM Operations and Fraud Prevention. The team ensures adequate staffing of the right talent at the right location. To facilitate the workforce management and performance monitoring activities the WFO systems team also drives strategy and enhancements for multiple platforms including real time machine learning tools to enable adaptive performance management. 

The Head of PBWM Operations & Fraud Prevention WFO is a key partner to Functional Operations executive leaders, HR/Recruiting and other groups enabling the productivity and performance of over 50,000 resources. They are also responsible for identifying and leading long term strategic resource initiatives. The candidate will be charged with aligning the Business/Functional strategies into one cohesive approach. Additional responsibilities include setting the strategic direction of their group and identifying key capabilities/ process improvements. 

Functional Responsibilities include:
•    Ensure the WFO team delivers high quality capacity planning which balances expenses with client experience to drive optimal resource targets leveraging robust data on productivity and business volume drivers
•    Drive decision making with Operational Function Leads and COOs globally on productive staff strategic decisions including work location, resource mix and schedule flexibility to optimize client experience and resource utilization by providing compelling scenario analysis
•    Ensure WFO leaders have effective relationships with Analytics and Business teams to gather data on volume drivers, agent performance and the impacts of future initiatives and events required to create accurate capacity scenarios. Provide effective challenge on assumptions in scenarios to ensure quality. Champion bold scenarios with executive team as needed to drive robust dialogue
•    Drive right placement work strategies and execution of placement initiatives Globally
•    Manage Supplier relationships and governance in partnership with Procurement (ESC) and the Line of Business (LOB)
•    Collaborate with LOB stakeholders to define resource strategies, offshore eligibility and requirements
•    Lead NAM Program Management and Governance for Home Office Program (HOP), including strategy development and deployment criteria, process and policy creation, and management
•    Drive strategy and ensure proper execution of changes to WFO enabled systems including agent scorecards, agent scheduling platforms, real time learning and alert platforms as well as multiple reporting tools leveraged by agents and production managers
•    Focus on automation and technology implementation

Leadership Responsibilities:
•    Strategic, analytical, and systematic thinker who consistently challenges the status quo and constructively challenges the team to drive change and continuous improvement
•    Lead globally diverse team of 400+ professionals
•    Inspire team to identify transformation opportunities and drive change within their day-to-day work
•    Develop and continue to evolve long term strategic roadmap for WFO organization to continually enhance service for the business
•    Enable optimal productivity and efficient planning outcomes for network of over 30,000 agents

•    Bachelor’s degree required
•    15+ years’ experience in Financial Services or other industry with large scale customer facing operations and direct management responsibility over complex function(s)
•    Experience leading a Workforce Management team or being a senior stakeholder of workforce team preferred 
•    Proven track record of identifying business opportunities and developing framework to execute on transformation through effective project management and KPI tracking
•    Ability to quickly understand complex organizations and processes
•    Demonstrated focus on controls and quality of systems/processes
•    Extensive understanding of consumer financial services; demonstrates clear understanding of the drivers of performance and decision making to maximize results
•    Demonstrated ability to build internal relationships with broad set of stakeholders across a franchise in order to drive to common goals and outcomes
•    Proven ability to influence executive stakeholders on matters of strategy, large investment decisions or similar topics
•    Demonstrates a continuous improvement mindset / knowledge of process improvement methodologies
•    Proven leadership skills and ability to work in a matrixed environment
•    Proven ability to successfully lead a large professional organization and ensuring focus on employee engagement, career development, high ethical standards, diversity and inclusion, among other critical leadership outcomes
•    Understanding of risk, compliance and regulatory governance enhancement programs. Seeks opportunities to strengthen / integrates controls into all work processes
•    This job description provides a high-level review of the types of work performed; Other job-related duties may be assigned as required

*This role may be eligible for consideration at other US Citi site locations*


Job Family Group:

Operations - Management Operations


Job Family:

Management Leadership


Time Type:

Full time


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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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