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Sr. PMO Change Management and Process Improvement Manager - Director

Job Req ID 22494543 Primary Location New York, New York; Tampa, Florida; Jersey City, New Jersey Job Category Project and Program Management
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Job Description

The OMPO Change Management and Process Improvement Manager will be responsible for engaging with and influencing senior stakeholders in Enterprise, ICG and Function constituencies to prepare and enable the organization for Program Management change being driven by regulatory mandates.  The team that this candidate will lead will also be responsible for communications, reporting and analytics and driving process improvement, both internal to the ICG O&T OPMO and with our partners owning the enterprise tools and procedures.

We are looking for a Director level candidate who will be able to engage and influence senior stakeholders in Enterprise, ICG and Function constituencies to prepare the organization for Program Management change being driven by regulatory mandates (e.g. CO, MRAs).  Given the importance of the team’s remit to Citi’s CO and Transformation success and the size of the ICG Tech Book of work (>40% of Citi’s tech book of work), we need to attract the right level of talent that will bring the necessary knowledge and experience to implement change management strategies to ensure a faster rate of adoption and minimizing resistance to change. The team that this candidate will lead will also be responsible for driving process improvement, both internal to the ICT O&T OPMO and with our CMPC, CSDLC and PTS partners.

There will be a key focus on developing a robust communication strategy and generating creative ways to organize and effectively utilize the team’s communications platforms.  This role will require solid partnerships with internal clients to better develop, coordinate, direct, and facilitate strategic communications designed to meet business goals.

This role also requires strong people skills with sound exposure of leading PMO teams (with strong management skills).  The Change Management and Process Improvement Manager will work with people across all levels of the organization. This role demands excellent communication, collaboration and diplomacy skills to guide, influence and convince others in their adoption of Program change.  They may provide support and coaching advice to execs and people managers to help them instill change in their teams, as well as directly supporting project teams during the transition period.


  • Developing change management plans for projects and/or change initiatives
  • Identify and implement process changes to continuously improve the effectiveness of ICG O&T program management oversight and delivery
  • Provide clear org-wide communication for changes, ensuring people are given the full picture, explained the need for the change and how it will benefit all the stakeholders; empower teams to make the changes by providing the necessary tools and training for them to implement the changes.
  • Identifying risks and developing risk mitigation tactics.
  • Identifying and managing anticipated resistance to change.
  • Leading change management work streams with a structured methodology / process.
  • Supporting development of communications relevant to change initiatives.
  • Providing coaching and training to employees at all levels.
  • Defining success metrics and measuring performance against these.

Required Skills

  • 15+ years of heavy Process Improvement, Process Management, and Change Management.
  • Experience with waterfall and agile systems development life cycle methodologies.
  • Strong leadership and people management skills with successful track record of enabling coaching teams with predictable commitment and delivery, with abilities to:
    • communicate (written and verbal) in an excellent, professional, diplomatic and professional manner
    • confidently interact, influence and negotiate at all levels of the organization
    • convey complex messages with simplicity to a broad and diverse, multi-level audience
    • find solutions to complex problems through critical thinking, engagement and collaboration
    • build trust and transparency that foster productive and effective working environments
    • manage conflict and create safe environments through healthy and meaningful collaboration
    • thrive in an environment with a high degree of change and delivery pressure
    • self-organize work around goals and measured results
    • self-motivator but also a team player who is able to inspire others for continuous improvement


  • 15 or more years’ experience within IT, exposed to banking domain, especially around Product management
  • Minimum 10 years in PMO, Program or Project Management
  • Minimum 5 years’ experience with Change Management and Process Improvement
  • Minimum 5 years as a people manager
  • Strong Agile, Scrum methodology experience


Bachelor’s/University degree or equivalent experience, potentially Master’s degree.

Job location(s): Must work in hybrid mode

  • 388 Greenwich - New York, NY
  • 480 Washington Blvd. - Jersey City, NJ
  • 3800 Citigroup Center Drive - Tampa, FL


Job Family Group:

Project and Program Management


Job Family:

Program Management


Time Type:

Full time


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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.

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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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