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Global Cards & NAM TTS Client Operations Business Office Manager

Job ID 20229370 Primary Location New Castle, Delaware; Job Category Operations
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The role is responsible for the general management and administration of the Global Cards and NAM Region for TTS Client Operations.

As Business office head, there are 3 critical aspects of the role –

  • Provide day-2-day financial management, headcount control, policy compliance includes 3rd party governance, group communication, performance measurement and executive team co-ordination.

  • Oversee and drive the management process through MBR/ QBR, KPI-KRI reviews, employee communications leveraging Collaborate, Townhalls.

  • Facilitate strategy creation and coordinate strategic initiatives including the Productivity book of work


  • Establish best in class financial management, headcount control, policy compliance, group communication, performance measurement and executive team co-ordination

  • Measure effectiveness of the strategy and develop executive commentary and insight on performance and Strategic Leadership across the combined Client Operations function

  • Build strong and effective relationships with key business office partners in TTS Product, Technology, Global TTS CO and ICG O&T organisation

  • Work and collaborate with ICG O&T Senior Chief of Staffs to build common and effective processes across the ICG O&T group

  • Participate in defining global strategic solutions for Client Operations furthering the objectives of TTS while ensuring they tailored and fit for purpose across the various products and regions

  • Work with Third Party Officers and BAOs to ensure proper vendor management and vendor governance disciplines

  • Create information assets that will support decision management and measure performance including, Map and Measure, STP, DTA, Manual Touchpoints and Scorecards

  • Continually assess and identify efficiencies in the operating model

  • Program manage specific re-engineering projects to drive value in the operating model

  • Oversee effective management of the group real estate and location strategy

  • Develop senior leaders to support future growth plans and fill critical operating roles

  • Create and maintain strong team effectiveness strategies focused on core skill building and performance management

  • Execute a communication plan to engage the TTS Client Operations workforce creating transparency on execution whilst encouraging participation, collaboration and deepening understanding of our mission and vision.

  • Monitor the competitive landscape within the industry. Predict trends in client requirements and competitors solutions and strategies

  • Collaborate with peer region heads to ensure appropriate levels of commonality are achieved and best practice is shared and adopted

  • Lead a small team of Business Analysts in the delivery of the above responsibilities

  • Train and develop the team to the point of credible succession alternatives

  • Demonstrates a high level of leadership standard, in line with Citi’s Leadership Standards


  • 10+ year experience in banking and Service/ Operations experience preferably TTS business

  • Strong financial background with a detailed knowledge of Citi’s financial management and budget process along with a proven ability to deliver at a regional level

  • Proven ability to establish and maintain business partnerships

  • Highly organized with strong program management skills

  • Demonstrated people leadership skills including a track record in people management/development from a direct and matrix point of view

  • Excellent communication skills, including the ability to present complex concepts and strategies successfully

  • Highly developed execution skills in a multi-tasking mode, including the ability to delegate and follow up effectively

  • A Senior Leader who will be able to Independently Handle and manage Complex situations with Senior Stakeholders across Product/ Sales & Coverage Organizations across Multiple Geographies and the Global Network

  • Demonstrable track record in control and compliance, including detailed knowledge of Citi policies and procedures

  • Demonstrated people leadership / management

  • Proven ability to meet new challenges, assimilate new information and to influence people through maturity of approach


  • Degree in Business, Operations Management, Finance or related discipline. Advanced degree preferred.

  • Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience


Job Family Group:

Business Strategy, Management & Administration


Job Family:

Business Administration


Time Type:


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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