Program Lead - Call Center Operations, VP

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. 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.

Citi’s Personal Banking and Wealth Management (PBWM) division is building a purpose-driven team to serve its globally diverse, digitally forward customers in top cities around the world. We’re looking for exceptional candidates who think digitally and differently, resolve problems in unconventional ways and strive to provide a remarkable experience for our clients.

Citi’s PBWM Technology (PBWMT) organization serves the PBWM global suite of products providing a full range of innovative and comprehensive set of services. Our businesses also offer industry-leading advanced technology, a strong worldwide presence, and a powerful global franchise.

The Program Lead is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities:

• Accountable for planning and managing a group of related technology projects or activities in a coordinated way from inception through successful delivery.
• Have a deep understanding of the design approaches and technologies utilized in your area.
• Focus on the customer experience, the build and delivery processes and the problems to be solved.
• Work across multiple scrum teams. Work may be cross-cutting across products, scrum teams, and/or technologies or your work may be vertically focused on a single product or feature set.
• Align dependent organizations and remove/mitigate all blocking issues.
• May work directly with external to Global Digital or external to Citi technology providers and customers.
• Work with limited guidance, seeking guidance as needed. The product and delivery strategy is defined; the design is not.
• Have a deep understanding of the business and technical requirements for the solutions being built.
• Understand the needs of the engineers and technical operations teams who have to build, maintain, and operate the system for the life of the system.
• Recognize complex designs and propose simplified solutions by working with software design engineers, principals, and TPMs.
• Help customers and the engineering teams make trade-off decisions by considering all of the data including business goals, technical platform strategy, customer experience, maintainability.
• Identify blocking issues and manage their resolution, anticipate bottlenecks and adequately factor in contingency for unplanned delays. You identify, assess, track and mitigate issues and risks at multiple levels. Determine if success metrics are in place and if not, work to define them.
• Write documentation as required.
• Partner with industry vendors that provide technology or user experience design components that support our Digital architecture and work with vendors on our implementation plans and roadmaps identifying partnership opportunities to increase our development velocity and our learnings.
• Communicate roll up of project issues and status in a concise, accurate, and professional manner for senior leadership consumption, escalating blocking issues when appropriate.
• Communicate progress, anticipate bottlenecks, provide escalation management, identify, assess, track and mitigate issues/risks at multiple levels.
• Recognize discordant views and take part in constructive dialog to resolve them.
• Work across teams to optimize processes. Regularly review metrics and proactively seek out new and improved data/mechanisms for visibility ensuring your program stays aligned with organization objectives.
• Continuously assess development processes, test plans, and operations.
• Work with teams to improve concurrent project delivery.
• Streamline and/or eliminate excess process in any area of the architecture, production operations environment, or business area where the same efforts (or issues) are repeated year-over-year.
• 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.

Qualifications:

• 6 years in a program management position including time as a software developer.
• Significant experience managing complex business and/or transactional models.
• Demonstrated experience as a strong leader who can prioritize well, communicate clearly and compellingly, effectively influencing across cross functional teams.
• Experience delivering with an agile methodology and program management tools (Confluence, JIRA, etc.)

Education:

• Bachelor’s/University degree, Master’s degree preferred

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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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Anticipated Posting Close Date:

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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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