Process Re-Engineering & Operational Excellence Senior Vice President

Citi is looking for a Process Re-Engineering & Operational Excellence Senior Vice President, to lead the strategic programs designed to transform the customer experience for Citi's Retail and Cards customers.  This role will manage a team of 10 professionals and a broad portfolio of process, business, and technology improvement initiatives, driving measurable reductions in customer complaints and operational inefficiencies. This is a high-visibility role where your decisions will directly shape how millions of customers interact with Citi's products and services.

• Lead and manage a portfolio of process re-engineering and operational improvement projects across Citi's Retail and Cards businesses, ensuring each initiative delivers measurable efficiency gains and customer experience improvements.

• Develop and execute programs to reduce customer complaints, optimize key operational processes such as dispute resolution, and embed sustainable improvements across Core Operations.

• Manage and develop a team who monitors and analyses data such as customer complaint trends, translating data insights into actionable feedback for operational teams.

• Analyze operational and customer experience data to identify process improvement opportunities, build compelling narratives from that data, and present findings to senior stakeholders to drive decision-making.

• Shape large-scale re-engineering programs by defining robust business cases, gaining senior stakeholder buy-in, and forming cross-functional project teams to deliver against agreed objectives.

• Partner with Senior Operations Managers, Legal, Risk, and Technology teams to align improvement initiatives with broader business investments and ensure organization-wide adoption.

• Maintain rigorous governance across all programs, including project plans, financial tracking, control points, and executive-level communications to impacted business areas.

• Ensure compliance with applicable policies and regulations in all decision-making, maintain high standards of risk awareness and escalating control issues with transparency.

• 10 or more years of experience in banking, with demonstrated capability in leading operational or process improvement functions within a complex, multinational environment.

• Proven ability to analyze and interpret operational data, translating findings into clear, actionable insights that influence senior stakeholders and drive program outcomes.

• Track record of managing cross-functional initiatives, influencing leaders and teams outside of direct reporting lines across functions such as operations, technology, legal, and risk.

• Hands-on experience delivering process re-engineering programs, with working knowledge of Lean principles, re-engineering methodologies, and associated toolsets.

• Strong people management capability, including experience leading, developing, and evaluating teams, managing budgets, and making resourcing and performance decisions.

• Excellent project planning skills, with the ability to manage multiple concurrent workstreams, maintain documentation standards, and deliver against deadlines in a fast-paced environment.

• Clear and confident communicator at all levels, with the ability to present complex information concisely to senior leadership and engage diverse stakeholders across business lines.

• Master's degree in a relevant discipline, complementing a Bachelor's or University degree as the minimum education requirement.

• Experience working within a Lean organization or leading Lean transformation programs at scale.

• Familiarity with customer lifecycle management and customer experience frameworks within a retail banking or cards environment.

• Demonstrated ability to build a program or function from the ground up, showing initiative and comfort operating in ambiguous or emerging structures.

• Experience engaging with and influencing senior process owners and program sponsors at a global level.

This is a genuinely rewarding opportunity to lead work that has a direct and visible impact on the experience of Citi's Retail and Cards customers. You will operate at the intersection of strategy and execution, owning meaningful outcomes as part of a high-performing operations team within one of the world's largest financial institutions.

• Direct ownership of a high-profile, multi-year customer experience program with clear business outcomes and executive visibility.

• The opportunity to lead and shape a team of dedicated professionals, with full people management responsibility including performance, development, and career growth.

• A hybrid working arrangement with 3 days in the office and 2 days working remotely, supporting a sustainable balance between collaboration and flexibility.

• Access to Citi's global network and the opportunity to work with cross-functional partners across operations, technology, legal, and risk at a significant scale.

• A performance-driven environment where your contributions are linked to measurable results, recognizing delivery and impact at a senior level.

• Access to Citi's learning and development resources to support continued professional growth in operational leadership and program delivery.

• Comprehensive wellbeing, financial wellbeing, and family support benefits as part of Citi's broader employee offering.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Focus on Client Experience and leading program of improvement initiatives to reduce customer complaints

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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 Citi’s EEO Policy Statement and the Know Your Rights poster.