Consumer Operations Technology Senior Group Manager, Director

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.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

Position Overview:

Citi is looking for a seasoned Consumer Operations Technology Director to lead a high-performing engineering and operations technology organization at the intersection of AI, automation, and enterprise-scale delivery. In this role, you will own the technical strategy and people leadership for teams driving containerization, AI adoption, document and content management, client communications platforms, and operational tools including desktops and chatbot capabilities. This is a critical leadership position at Citi that shapes both the near-term delivery roadmap and the long-term NorthStar architecture across consumer operations technology.

Responsibilities:

• Lead and develop multiple engineering and operations technology teams, setting clear direction on roles, responsibilities, and organizational structure to maximize team performance and business alignment.
• Define and drive the technical strategy for consumer operations technology, encompassing AI adoption, containerization improvements, document and content management, client communications systems, and chatbot and desktop operations.
• Architect and oversee the design of scalable, resilient system solutions by collaborating with end-users and engineering teams to elevate the quality and reliability of technology deliverables.
• Deliver regular technology and team performance reviews to senior leadership and business stakeholders, communicating progress, risks, and strategic outcomes with clarity.
• Manage budgets, resource planning, and delivery governance across the portfolio, ensuring efficient use of investment and alignment to organizational priorities.
• Oversee change management processes for new and updated technology systems, ensuring all implementations meet control, documentation, and approval standards including regulatory reporting requirements.
• Maintain disaster recovery plans across all platforms under ownership, coordinate testing cycles, and authorize production readiness for new application deployments.
• Assess technology and delivery risks at each decision point, escalating issues with transparency and implementing corrective actions to protect the integrity of operations and the organization.

Required Qualifications & Skills:

• 15 or more years of experience in technology leadership roles within complex, large-scale organizations.
• 8 or more years of direct people management experience, including hiring, performance management, and team development.
• Demonstrated ability to lead AI and automation programs, with hands-on experience delivering intelligent operations solutions such as chatbots, workflow automation,