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SVP - GWM EMEA - Business Relationship Manager

Job Req ID 22469181 Primary Location London, United Kingdom Job Category Project and Program Management
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This position will be part of the EMEA Global Wealth Ops Management leadership team. Working closely with the EMEA GWM Operations Head and the functional leads on overall Ops strategy in aligning the Business/Functional strategies into one cohesive client centric operations approach. The role will specifically focus on governance, improved efficiency, and customer experience. Working with EMEA GWM Operations Head to help prioritize, provide instructional leadership to operations functions and countries, and facilitate execution.

The role will partner with all business functions and will play an active part in supporting issue resolution, end-to-end process reviews, journey mapping, re-imagining, challenging, and redesigning operational business practices as needed to drive improvement.

This will be a senior leadership role responsible to collaborate with Senior Leaders, Line of Business and Regional Partners on tactical to long-term planning for broad issues affecting the business to drive business growth and market leading propositions.

The job requires a broad and comprehensive understanding of the Private Banking & Wealth Management business delivery processes as well as practical experience of multiple business cycles. Knowledge of the industry and direct competitors' products/services is also necessary in contribution to the commercial objectives of the business. Requires thorough understanding of strategic direction of the function within the business, combined with a conceptual/practical grounding in both the function and/ or area of expertise.


  • Support development and implementation of the best-in-class Business Operating Model that delivers a predictable and sustainable Service Delivery experience
  • Be fully accountable for achieving business goals and end results with significant contribution to future strategy of the group.
  • Identify and actively drive efforts to improve the client experience while embracing and supporting the mission of the franchise
  • Ensure key performance indicators are on expected level. Those will include Client experience metrics like NPS, and other operational metrics like Turnaround time, Expense and Productivity, with focus on automation; Risk & Control deliverables, Talent attraction, development and retention.
  • Partner with key Technology and Digital partners in Continuous Improvement strategy while supporting the Bank’s overall digital transformation and improving the customer experience across multiple journeys, conduct root cause analysis, solution and prioritize pain points for implementation.
  • Ability to influence across the organization to socialize / gain backing for key initiatives where industry trends and technology advancements are implemented to achieve competitive advantage
  • Prioritize and lead process deep-dives and journey mapping exercises on selected areas that require more comprehensive re-design and challenge, rethink and redesign operational business practices as needed to identify areas of improvement
  • Serves as internally recognized Ops subject matter expert that influences the way things are done
  • Manages resource supply and demand in the rapidly changing functional areas; may include support in hiring, staffing and maintaining a diverse and effective workforce
  • Appropriately assess risk when business decisions are made, with consideration for the firm's reputation, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards

Qualifications & Skills:

  • Experience in senior financial services leadership
  • Demonstrates effective influencing & relationship management skills
  • Proven execution skills and ability to drive results in a Business/Operational organization.
  • Driving thought leadership both within the Operations organization as well as with the Country / Business senior leadership team
  • Requires a good working knowledge of the industry


  • Bachelor’s/University degree (Master’s degree preferred)

** This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.


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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