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Operational Excellence Sr. Program Manager (Hybrid)

Job Req ID 23654741 Location(s) New York, New York Job Category Project and Program Management
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Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients. Citi’s Mission and Value Proposition explains what we do, and Citi Leadership Standards explain how we do it.

Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities. Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

The Operational Excellence (OE) organization is a newly formed group within the EO&T organization that will be focused on implementing a global framework to reduce operational risk and increase straight-through-processing (STP) across the firm.  The organization is responsible for defining, deploying, driving alignment and progress against a firm-wide framework that reduces risk, speeds up execution and reduces defects. The team’s focus is delivering business functionality - balancing efficiency, risk and client experience across the firm, streamlining operations by automating processes from beginning to end, reducing manual touch points, and creating leaner processes across the firm.

Key Responsibilities:

The role will be responsible for creating a framework and unified execution approach focusing on Citi's PBWM (Private Bank Wealth Management) and CSS (Citi Shared Services) Operations. The candidate will engage various partner functions to further embed Organizational Heath and Process Heath tools to deliver excellence.

The Operational Excellence Sr. Program Manager manages multiple teams through other managers. In-depth understanding of how their own sub-function contributes to achieving the objectives of the function. A good understanding of the industry, direct competitor products, and services is also necessary to contribute to the commercial objectives of the business. Requires thorough understanding of strategic direction of the function within the relevant part of the business, combined with a solid conceptual/practical grounding in both the function and/or area of expertise and related subject areas.

Excellent communication skills required to negotiate internally, often at a senior level. Some external communication/negotiation may be necessary. Responsible for executing functional strategy in area managed. Determines approach to implementing functional strategy. Accountable for end results, budgeting, planning, policy formulation and contribution to future strategy of the area(s). Impact reflects size of team managed, strategic influence on the business and interaction with other functions or businesses.

Full management responsibility for multiple teams, including management of people, budget, and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval. May be doing involved or responsible for diverse (cross-discipline) activities.

  • Supports planning, directing and coordination of day-to-day activities of running a program or portfolio of programs.

  • Manages a functional area by applying a broad and comprehensive understanding in multiple functional areas as well as underlying business principles.

  • Identifies stakeholders in key organizations and build and manage relationships with each stakeholder.

  • Directs the creation of multiple programs of work and manage their alignment to business goals.

  • Leads the facilitation, coordination, and arbitration of cross-functional macro level topics within/across programs and with Senior Management.

  • Leads the identification and drive resolution of issues, including those outside established programs of work.

  • Works with stakeholders to ensure program scope definition meet business objectives and partner with Program Sponsor to ensure business case/cost benefit analysis is in line with business goals.

  • Drives adherence to program processes, procedures, methods, and standards for program delivery and leverage across the program.

  • Assists program team in negotiating for resources owned by other departments in order ensure the program is completed within stated timelines.

  • Directs the communication of status, issue, and risk disposition to all stakeholders, including senior management, on a timely basis.

  • Directs the identification of risks which impact program delivery and ensure mitigation strategies are developed and executed when necessary.

  • Manages a team of employees and coach and evaluate performance and makes recommendations for pay increases, promotion etc.

  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, 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.


  • 15+ years of relevant experience

  • 10 + years’ experience working in the financial services industry, successfully managing large complex programs

  • Extensive transformation, process mapping and simplification/reengineering, risk mitigation and data analysis

  • 5+ years' experience in PBWM or CSS

  • General understanding of relevant banking regulation and supervisory expectations for large complex financial institutions

  • Specific subject matter expertise in running governance and program management initiatives

  • Experience of working in a process-driven environment

  • Experience of interacting at senior levels and ensuring credibility is maintained through solid delivery against commitments

  • Will be highly motivated, driven, and strong performer

  • Strong organizational and follow-up skills and the ability to multi-task effectively

  • Proactive, ability to use own initiative and take lead to devise creative solutions

  • Should demonstrate a commitment to quality and attention to detail

  • Willingness to ask questions, challenge the process and seek out answers

  • Demonstrated experience leading people and developing effective and diverse teams across a global footprint

  • Individual contributor with the ability to work in a team of diverse skill sets and cultures

  • Self-reliant, good problem solver, results oriented with analytical approach

  • Energetic, flexible, collaborative, and proactive

  • Able to juggle competing demands with a strong sense of prioritization of work and able to manage to tight deadlines

  • Ability to conceptualize aspects of the organization’s model and its future development

  • Experience delivering strategic change programs spanning multiple years in a fast paced, large global financial services firm, ideally in an operations, risk, or technology organization

  • Strong and influential communicator who is articulate, able to face off to senior leaders but also ability to connect well with junior members of the team. Demonstrates ability to impact and influence those around them

  • Experience in financial planning processes, including budgeting and forecasting

  • Provides evaluative judgment based on analysis of information in complicated, unique, and dynamic situations; draws on diverse range of internal and external sources

  • Ability to establish and build trust with professionals throughout the business as a leader, advisor, and business partner to the organization with a clear client orientation.

  • Strong awareness of both external and internal best practice perspectives, maintaining a balanced and fresh viewpoint


  • Bachelor's degree/University degree or equivalent experience

  • Master's degree preferred


Job Family Group:

Project and Program Management


Job Family:

Program Management


Time Type:


Primary Location:

New York New York United States


Primary Location Salary Range:

$170,000.00 - $300,000.00


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.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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