Head of Personal Banking & Wealth Management (PBWM) Learning & Development
New York, New York| Jacksonville, Florida| Tampa, Florida| Irving, Texas
Job Req ID 23603552Overview
The Personal Banker delivers best-in-class client service to maximize relationship-building opportunities through branch sales and service execution. The Personal Banker acquires new relationships and deepens existing relationships through cross-selling relevant products and services while delivering a remarkable client experience. The Personal Banker educates clients on self-service capabilities and leverages the Attract, Engage and Connect model. When appropriate, the Personal Banker connects clients with specialists.
Success Profile
- Client-centric
- Confident
- Digitally Savvy
- Problem-solver
- Relationship expertise
- Ethically responsible
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Responsibilities
The Head of Personal Banking & Wealth Management (PBWM) Learning & Development is a member of the L&D Operating Committee and is responsible for advising and implementing learning opportunities aligned with business strategy and priorities. As part of a global team, the Head of PBWM L&D will partner with senior business, HR, Talent and L&D colleagues to achieve desired results for PBWM. They will also serve as the primary L&D point of contact for Legacy Franchises across consumer banking operations in Asia, Europe and Mexico. The position will report to the Chief Learning Officer and partner closely with Senior Human Resource Officers for the various PBWM and Legacy Franchises businesses/functions for which they are accountable.
Key Responsibilities:
- Formulate and lead the L&D strategy for PBWM businesses (including US Personal Banking, Global Wealth Management, Operations & Fraud, Technology, and PBWM internal functions) preparing our employees for success today and tomorrow.
- Partner closely with Senior Human Resource Officers for PBWM and Legacy Franchises, the HR OpCo and Business leaders to set goals, negotiate budget, set overall Learning strategy, benchmark to external firms, and import cutting edge understanding of learning that differentiates us from our competitors.
- Partner closely with Learning leaders in Legacy Franchises to align broader Citi Learning strategy and share best practices.
- Partner with the Head of Digital Learning to align the PBWM learning tech agenda with that of the enterprise, and drive the implementation of new learning technologies in PBWM.
- Drive a performance-based learning approach to skill enablement and knowledge acquisition in close partnership with Business leaders to ensure that Learning solutions support business/functional goals and company priorities, and produce desired impacts and outcomes—consult to identify the root cause of business needs, craft learning solutions that leverage performance support tools and optimize the learner experience, devise a content strategy to ensure consistent messages across programs and platforms, use performance mapping and measurement to track progress towards desired outcomes.
- Manage a team that identifies, designs and delivers learning offerings utilizing internal subject matter experts as well as both internal and external providers of training and development to attain learning outcomes; manage various related Citi-wide learning activities.
- Champion and support the adoption of an Agile operating model to facilitate a cross-functional, team-based, test-and-learn approach to performance consulting, learning solution design and delivery, and impact analysis.
- Personally deliver learning programs as appropriate to include advanced leadership, communications, and professional development topics.
- Collaborate with business partnership and HR colleagues to oversee a learning governance approach that promotes alignment with enterprise learning policies and standards
- Evaluate all learning activity to determine impact on business outcomes and revise activity based on the insights gained.
- Increase experiential learning opportunities, balancing traditional classroom learning with the 3E (experience, exposure, education) learning model and new learning technologies.
Qualifications:
Knowledge/Experience:
- Excellent client relationship and consulting skills with senior leaders in HR and the Business.
- Experience managing/directing a large team (~300+ headcount) with commensurate budget responsibilities.
- Bachelor's degree in Human Resources, or related field required. MBA or other advanced degree strongly preferred.
- 15+ years’ experience in Training, Learning & Development or Organizational Development role.
- Familiarity and understanding of Consumer Banking Businesses preferred.
- Platform skills, strong training or performance consultant background.
- Breadth of experience in needs assessment, adult learning theories, instructional design, and evaluation tools and techniques, with proven experience in practical application.
- Strong record of operational excellence and ability to move work forward in a matrix environment.
- Proven experience in organizational change management.
- Strong leadership skills.
- Experience with Agile project management approaches preferred.
- Strong operational management experience in leading a team with high-volume, scalable, multi-component outputs (e.g., new hire training, systems training)
- Interest in and exposure to emerging learning technologies and approaches, e.g., mobile, social, virtual, etc.
Competencies:
- Demonstrated ability to build strong relationships with key business and HR leaders across a highly complex/matrixed organization and drive change.
- Ability to influence senior leaders as well as peers.
- Ability to work in a fast-paced, multi-tasking, multi-cultural environment.
- Ability to adapt to rapidly evolving and changing priorities, work with complexity and navigate ambiguity while establishing deadlines, be resilient and flexible.
- Strategic, innovative, out-of-the-box thinking with practical/real world orientation.
- Excellent people management skills, including virtual team management; Ability to manage expectations and relationships with staff, superiors, vendors, business partners, etc.
- Proven ability to coach, develop and lead others.
- Strong desire to learn the business and stay up to date on developments.
- Public relations or other sales or marketing experience a plus.
- Exceptional verbal, written, interpersonal communication skills as well as effective presentation and facilitation skills.
- Strong analytical, problem-solving, and conceptual skills.
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Job Family Group:
Human Resources-------------------------------------------------
Job Family:
Talent, Development, Learning & Diversity------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Primary Location:
New York New York United States------------------------------------------------------
Primary Location Salary Range:
$275,000.00 - $400,000.00------------------------------------------------------
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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We foster a culture that embraces all individuals and encourages diverse perspectives, where you can make an impact and grow your career. At Citi, we value colleagues that demonstrate high professional standards, a strong sense of integrity and generosity, intellectual curiosity, and rigor. We recognize the importance of owning your career, with the commitment that if you do, we promise to meet you more than half way.
Success Stories
Get inspired and hear what employees who started their careers in Personal Banking have to say about Citi
What does your day-to-day job entail and what do you like most about it?
Being at a branch with very little traffic, a lot of my day is spent on the phone calling our clients to check in with them and their banking, which a lot of the time unveils some sort of financial need. Depending on what it is, I can schedule an appointment to meet with them face to face or right away help them while we are chatting on the phone. What I love about my job is it is different every day! I may sit at the same desk and type on the same computer, but my customers’ needs are always different. The joy that I get helping customers with their finances and day-to-day lifestyle is what I love the most.
What do you enjoy most about your role?
What I enjoy the most is seeing people leave the bank happy. When clients come in with a need, I always do my best to resolve whatever it is they are looking for. Whether it’s something simple like setting up there online access, to wanting to remodel their home and needing the money to do it; I always take it upon myself to help them reach their financial dreams.
What skill set does someone working in this kind of area need?
Patience. A lot of what I do is over the phone to bring in new and existing business to the branch. With our world turning digital, we don’t have a lot of walk in traffic at the branch like we used to. This leads me to make endless phone calls throughout the day, and some days I get a lot of voicemails or just straight ‘no’. But I always need to remind myself to be patient and remain positive. NO means NEXT OPPORTUNITY. Rome wasn’t built in a day.
What advice would you give to someone looking to break into a career as a Personal Banker?
The only advice I would give to someone wanting to become a Personal Banker, is you need to be passionate about your job and enjoy what you do. Being a Personal Banker comes with many tasks. You’re not just opening checking accounts all day. You’re building trust with your clients and giving them a path or guidelines to live by to secure their financial needs and goals for not just today but tomorrow too.
Where can a career at Citi/Technology take you?
Anywhere you want it; the limits are endless.
What makes Citi a great place to work?
Diversity. With us being an international institution, we have people from around the world coming in and wanting to bank with us, and with that, we have the need to hire employees who know our clients’ languages. This builds so much trust with our clients, knowing that they can feel comfortable coming in the branch to talk to someone in their own language and not feel out of place. Citibank is the ‘melting pot’ of banking.
What is the culture like at Citi?
I think a large part of Citi’s culture is made up of the various clubs/groups in Citi. To give an idea of what the culture in Citi is like, let me share my experience at the clubs that I was most involved in – CitiClub and the APAC O&T WIL Council. Through CitiClub, I was not only able to engage with my fellow employees by organizing various employee-engagement activities, I was also able to collaborate with like-minded people to pursue various passions, such as playing sports or giving back to society. As the Engagement Lead of APAC O&T WIL Council, I was able to raise awareness of gender issues, help O&T women to achieve both their personal and career goals, as well as promote diversity at the workplace. Personally, I see diversity as an important element for growth, as teams with diverse backgrounds usually work better together and produce more effective results. It is heartening to see that Citi takes diversity in the organization seriously, as evidenced by the various diversity-related initiatives in place.
Do you take part in any volunteering, special programs or leadership development opportunities and/or participate in any Employee Networks? If so, please describe.
Our branch is closed on Saturdays so I volunteer to go to other branches on my day off to help when another banker is off for vacation. This gives me the opportunity to schedule appointments for clients who can’t make it in during the week as well. I also engage in mentoring new personal bankers in our area on making phone calls.
How did you begin a career as a Personal Banker?
I started as a Teller after being referred by a friend whom also worked for Citi. After 9 months I proved to upper management that I am a dedicated worker and I was promoted to become the first Area Banker of my division. My duties included supporting my area as a floating banker. After 6 months gaining experience in the banking floor, I was finally ready to become a fully established permanent banker in my current branch in Miramar, hoping that my next step will lead to upper management.
What does your day-to-day job entail and what do you like most about it?
My day-to-day job is handling any daily operations for the branch, assisting customers with their financial relationships, and helping lead my team to success.
What do you enjoy most about your role?
Having a background in the culinary/hospitality field, I really do enjoy helping clients and making their day. Even if it is as simple as performing a wire transfer, I try to make it a great experience every time I have a client sit with me.
What skill set does someone working in this kind of area need?
A great attitude, good work ethic, positive can-do attitude, and a willingness to learn.
What advice would you give to someone looking to break into a career as a Personal Banker?
Understanding that in such a digital world we live in today, every time we get a chance to have client interaction always create a value moment because that’s what keeps them coming back to give you business and even bring in business by referring their colleagues. If you promote your own personal brand as well as create value with the Citi bank name with a positive experience, you will be successful. Citi gives us the tools to succeed; it all counts on how you execute.
Where can a career at Citi/Technology take you?
I believe Citi can take you anywhere. I am proud to say I work for Citi since it is such a global brand and they really truly give you the opportunity to grow. It’s very refreshing to see a company believe in their current staff and you see it with all the promotions from within.
What makes Citi a great place to work?
With Citi it really is like working with family. Everyone is connected and it creates that comfort that you know you always have a level of support. I am so thankful for this company and my life has changed dramatically during my short time here.
What is the culture like at Citi?
The culture at Citi is fast paced and exciting. There are always new things to learn and you never know what obstacles you have to face. It really helps you develop many skills to help you grow as a professional.
Do you take part in any volunteering, special programs or leadership development opportunities and/or participate in any Employee Networks? If so, please describe.
I have partaken in a couple of charity events such as feeding South Florida during Citi’s annual charity event. And I have helped lead team meetings for the division. There’s always something to do and learn with this company. They truly are very involved with the community.
After graduating from the University of Illinois-Urbana Champaign in 2003, I pursued a career in the sports industry with a prominent sports agent in Chicago representing top international athletes all over the world.
How did you begin a career as a Personal Banker?
After years of working in the sports industry, I was evaluating my work-life balance after having kids. Due to the travel and time spent working, I was realizing that I was missing time with my family that I could not get back, especially with special days involving my children. My father was a banker for 10 years at another institution and I found his flexibility of time as something I wanted for myself. I simply searched personal banking opportunities through a job website and was called in for an interview. After a good meeting with my branch manager, I was brought in for a 2nd interview with my area manager and received an offer 2 days later.
I will say, working for Citi has been a great opportunity for me in many ways—including finding the work-life balance I have coveted.
What does your day-to-day job entail and what do you like most about it?
My day-to-day job varies every day. Being a Personal Banker/Officer of the branch requires me to know and learn the operation policies of the branch. However, when the branch opens, I am responsible for opening accounts, evaluating customers’ financial banking portfolios, assisting customers in applying for credit products, and servicing our customers in a number of ways.
What do you enjoy most about your role?
One of the better joys of my job is meeting different people every day and helping them resolve any issue they may have on their account. I feel fortunate to meet customers who are grateful for the help I provide, even when it’s a small item. What I love the most, however, is sitting with a customer and evaluating their profile and recommending a solution to the customer that may help them save money or put them in a better financial position. A lot of times, customers are unaware of financial products that we offer that can help them in the future. Those are the times that make me enjoy my role the most—putting them in situations to thrive.
What skill set does someone working in this kind of area need?
I feel there are a variety of skill sets that someone working as a Personal Banker require, but overall, I think the most critical is problem solving. Not every day is the same, not every customer has the same issue as the next, and it is our job to navigate through the problems with the customer to ensure that the customer is positioned in a straight path.
What advice would you give to someone looking to break into a career as a Personal Banker?
If someone was looking to enter into the personal banking industry, I would advise them to be patient, knowledgeable, and proactive in the field. The personal banking area is a competitive industry where you continuously have to look for opportunities to meet your sales target. The days of customers walking into a branch to apply for a credit product or even opening an account is becoming more sporadic. With customers becoming more reliant on digital banking and due to the digital movement banking has been steering towards, personal bankers must reach out to current customers via phone/cold calling and engage them into new promotions and credit solutions.
Where can a career at Citi/Technology take you?
A career at Citi can take me as far as I wish to go. I am surrounded by supportive upper management that has encouraged my growth and development within Citibank. Citi offers opportunities not just in the retail banking side, but also in the department areas of credit, mortgage, compliance/governance, investment banking, private banking, etc.
What makes Citi a great place to work?
I found that working at Citi offers great benefits all around. Beyond a great work-life balance, Citi provides me with exceptional personal benefits from health insurance, 401K match, competitive salary and bonus structure.
What is the culture like at Citi?
The culture here at Citi can be described as a diverse and inclusive working environment. Citi has a high standard of shared values, practices, and beliefs on what Citibank stands for – Ethics and Integrity. I feel that the atmosphere at Citi allows me to share in the companies valued practices and helps me grow not only as a personal banker, but as an individual.
Do you take part in any volunteering, special programs or leadership development opportunities and/or participate in any Employee Networks? If so, please describe.
I have not started to take part yet in any special programs, however, I do plan to start partaking in these types of enrichment opportunities.
How did you begin a career as a Personal Banker?
I began my banking career 10 years ago at Wells Fargo.
What does your day-to-day job entail and what do you like most about it?
Working with clients to provide financial guidance, support and uncover needs, and finding solutions for their financial needs. I also deepen relationships by looking for opportunities to work with our partners in Mortgage, CPWM, Relationship Managers and Private Banking, and commercial and business banking.
What do you enjoy most about your role?
Building long-lasting business relationships with my clients.
What skill set does someone working in this kind of area need?
The ability to be transparent and put yourself in the client’s shoes. You need to think of your client as one of your relatives and provide superior client care.
What advice would you give to someone looking to break into a career as a Personal Banker?
It will be the most rewarding career: to make clients happy by providing superior services is something that truly money can’t buy.
Where can a career at Citi/Personal Banking take you?
The sky is the limit with Citi. If you work hard and have integrity and transparency, you can go wherever you want to go.
What makes Citi a good place to work?
The company culture, Area Director, Managers and colleagues.
What is the culture like at Citi?
Everyone is very respectful, professional, and caring, and Citi always provides fun incentives.
Do you take part in any volunteering, special programs or leadership development opportunities and/or participate in any Employee Networks? If so, please describe.
No.
How did you begin a career as a Personal Banker?
I was looking for opportunities for growth within a company. I was working with the same employer for about 5 years and had been promoted as far I could within the small company. I decided to expand my search and look into the banking field. I had some knowledge of bank products apart from my own personal experience with banking so I took a leap and decided to apply for a Personal Banker position.
What does your day-to-day job entail and what do you like most about it?
My day can vary depending on what day of the week it is. It entails helping our Tellers open the branch for the day. I set a specific goal so that I can stay focused throughout the day. I will make phone calls to follow up with clients who have recently opened an account with me. After I get down through those, I call clients who have been assigned to me but I have yet to meet with in person. I also take clients as they come in to help service their account; whether it is to print statements, issue new debit cards, help them change a pin number, and/or help with online banking. I also help clients with opening new accounts or establishing new credit lines to help consolidate some debt, make repairs to their home, or just to have a safety net. I enjoy being able to interact with my clients and learn about them. I like that throughout the day everyone on our team tries to help each other the best way they can to be able to make it as convenient for our clients as possible.
What do you enjoy most about your role?
The part that I most enjoy about my role is being able to help people. It brings a great deal of fulfillment to know that I was able to help my client any way that I could.
What skill set does someone working in this kind of area need?
A Personal Banker needs to be able to multitask and prioritize. It is very helpful to be able to do that as it will help them stay on track and focus on what needs to be done throughout the day. I think it’s also good to be able to build rapport with established clients as well as those still building their wealth. It’s also great to have great phone etiquette as we do a lot of phone calls to both existing clients and prospects.
What advice would you give to someone looking to break into a career as a Personal Banker?
The advice I would give would be to build rapport with clients because the more they feel like they know you the more they will be willing to listen to our financial solutions for them. It’s also good to inspire the tellers to be able to jointly identify opportunities with clients.
Where can a career at Citi/Personal Banking take you?
I know people who have started off as Tellers and are now Branch Managers, Personal Bankers, Business Bankers, or working in an operational role within Citi. This shows me that there is a lot of opportunity for growth within Citi.
What makes Citi a great place to work?
It’s a good place to work because Citi takes care of their employees by making sure that they have all the tools needed to be able to help their clients. They also demonstrate that they care about employees and their work/life balance. The fact that Citi takes part in the community and encourages its employees to also be proactive is a great thing.
What is the culture like at Citi?
The culture at Citi is great! Everyone is always ready to help other team members. The encouragement from everyone to do our best is something that is not always seen in other companies.
Do you take part in any volunteering, special programs or leadership development opportunities and/or participate in any Employee Networks? If so, please describe.
I am new to the company but I have joined the Women’s Network. I have also participated in our March of Dimes walk.
How did you begin a career as a Personal Banker?
As a teller I would always ask to do extra around the branch. About five months into working with the bank we had our prize wheel out which I was in charge of. My area Director Rose D’Agostino came to the branch that day saw me helping the clients with the wheel and told me that I would make a great personal banker. Of course this sparked my interest in the position. Literally the next day I went to my manager and asked her what I had to do to become a personal banker. I worked on getting my teller referrals up and learning as much as I can around the position. I spent time with the bankers in my branch and asked tons of questions. Fortunately, a Personal Banker position opened up in my branch in August 2014 and I was at that point promoted to personal banker.
What does your day-to-day job entail and what do you like most about it?
As a banker every day is always a little different. The main day-to-day parts of the job is opening accounts, servicing and following up with clients, making phone calls, helping the tellers and opening/closing the branch. My favorite part of the job comes with helping our clients. Every day I meet someone new. I like to listen to our clients, hear what they have to say and find the best resolution possible for them.
What do you enjoy most about your role?
My favorite part of being a personal banker is helping people. Not only do I like helping clients but I also like being able to help my team.
What skill set does someone working in this kind of area need?
I think as a banker you need to be outgoing, personable, willing to learn and be well organized.
What advice would you give to someone looking to break into a career as a Personal Banker?
As a banker it is important to be willing to learn. I think that the personal banker position is a great way to get your foot in the door when it comes to the banking industry.
Where can a career at Citi/Personal Banking take you?
On numerous occasions I have spoken to branch managers, area directors and other higher up employees within Citibank whom were all personal bankers at one point. As a personal banker you learn all aspects of the banking industry which could lead to careers in mortgages, Citigold, Business Banking, Credit cards, Digital or Branch Management. If you’re looking to move up in banking this is the perfect position to start out with.
What makes Citi a good place to work?
My favorite part about Citibank is being able to work with people that are kind and supportive to one another. It’s a great think knowing you’re going to work and you have an amazing team of people to help and support you.
What is the culture like at Citi?
We have a very diverse environment here at Citi. Through our diversity we share many different ideas and styles which can lead to something great. You come to work and learn something new every day.
Do you take part in any volunteering, special programs or leadership development opportunities and/or participate in any Employee Networks? If so, please describe.
always try to take part in as much as possible outside of my Banker roll. Currently I am part of the Salesforce Branch Network team. I have been a thank you point champion as well as a digital champion. I also like to utilize the Citibank collaborate site for any updates, changes and to connect with other employees.
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