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Head of US Consumer Banking Core Operations

Job Req ID 21265891 Primary Location San Antonio, Texas; O'Fallon, Missouri Job Category Operations - Management Operations
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With over 25,000 employees across various North America and global locations, the North America Consumer Banking Operations team is aligned to support best-in-class client-centric support through Citi’s North America Consumer businesses functions, including Customer Service, Collections, Credit Initiation, Transaction Services, Core Operations, KYC/AML, and Customer Experience and Service Excellence.

The Head of Core Operations will lead the strategic transformation of US Consumer Core Operations (Retail Bank, Branded Cards and Citi Retail Services) that includes a direct staff of 1100, plus 400 vendor managed resources in the US and India; as well as supporting our digital transformation strategies and initiatives.  This team provides critical support to our customers through customer-initiated transactions, bank-initiated actions, end of day processes and General Ledger work, resolution of account maintenance and transaction disputes and strategic execution on risk management.

Critical competencies include Core Operations banking experience, optimistic visionary with ability to operationalize strategy, proactive and execution driven and an authentic leader with passion to develop their people.

Key functions include Core Operations for Branded Cards and Citi Retail Services (Account Maintenance, Correspondence, Billing Disputes, and Chargebacks), along with Retail Bank Financial Services Operations comprising general ledger reporting and reconciliation processes, Citi Cash Process, and ATM support; the Retail Services Operations consisting of Small Business Account Opening, KYC process and Current Transaction Reporting.  Reporting to the Head of North America Consumer Banking Operations, this position has direct responsibility for managing average daily balances of $15 trillion dollars across multiple business lines and 5 million General Ledger accounts.  Total direct expense budget of ~$137 million. 

Essential Duties and Responsibilities Including Direct Reports

  • Lead the strategic transformation of US Consumer Bank Core Operations, supporting the Bank’s digital transformation, cost efficiency targets and customer experience improvement.  Transformation will include business process simplification, reengineering, and automation.   

  • Manage all operational processes to ensure a proactive and robust control environment in support of all regulatory and compliance requirements, including but not limited to:  KYC (Know Your Customer), CTR (currency transaction reporting), and various regulations and internal policies.

  • Actively engage with US Consumer Operations and Technology to drive in transformational and global initiatives where relevant.

  • Develop current and future generation senior leader talent across all in-scope functions.

  • Key member of the USRB Operations, Global O&T, Consumer Banking and US Consumer Operations Management Teams.

  • Up to 50% travel may be required with some international travel. 


Job Family Group:

Operations - Management Operations


Job Family:

Management Leadership


Time Type:


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