The Head of Operational Excellence - C16

The Head of Operational Excellence will report directly into the COO for Wealth and form part of the COO Wealth leadership team.  Citi Global Wealth brings together the full power of Citi to serve the entire continuum of wealth clients.  The unified business supports ultra-high-net-worth individuals and family offices through Citi Private Bank, operates in the affluent and high-net worth segments through Citigold® and Citigold® Private Client and captures wealth management in the workplace through Citi Global Wealth at Work.

This role requires a broad and comprehensive understanding of the different systems, theories and practices relevant to the Wealth Industry, as well as practical experience of multiple business cycles. In-depth knowledge of the industry and direct competitors' products/services is also necessary in order to contribute to the commercial objectives of the business.  It also requires thorough understanding of strategic direction of the function within the business, combined with a solid conceptual/practical grounding in both the function and/ or area of expertise.  Excellent communication skills are required in order to influence a wide range of audiences. The job is likely to be involved in both internal and external negotiations which will have a major impact on the area managed, and possibly on other related areas and organization as a whole.  Develops medium- to long-term plans and executes functional strategies for a large/complex country, cluster of countries, or business requiring coordination and integration across units. Finally, provides input into strategic decisions affecting job family or function within a region or business.

Responsibilities:

We are looking for a professional with significant experience in improving and leading simplification initiatives across complex and global organizations (wealth product, functions, and line of business).  A key part of the role is as follows:  

Strategics Leadership - execute strategies to enhance operational efficiency and collaborate with the senior leadership management team to identify opportunities for process improvement, simplification, and innovation. Process Improvement - lead initiatives to streamline workflows and eliminate redundancies. Client Experience - lead and ensure operational excellence across all wealth areas. Technology Integration - partner with technology and digital teams in leading the technology intake book of work   Performance Metrics – establish performance metrics to measure operational efficiencies across the key processes. Expense Management – lead all expense management initiatives for the Wealth PnL.

Other Responsibilities: 

• Act as delegate for COO when required in certain meetings/forums
• Partner with Business, Function or Region leaders to optimize business models, simplify organizational structures, and create industrial-strength franchise processes, all while building capabilities and driving sustainable improvements in real productivity across the business value chain
• Look to embed capabilities and continuous improvement relating to productivity to become part of the management framework across the company; sets challenging productivity goals and works closely with senior management and their teams to ensure these goals are met
• Responsible for partnering with businesses on designing and implementing several large scale productivity efforts to achieve meaningful improvements in productivity and efficiency, improve the company’s risk and controls, as well as create a more dynamic and engaging client experience.
• Business Model Optimization – Design strategies to fundamentally redesign the operating models of businesses that are not achieving target returns, carefully considering products, client segmentation, delivery, service requirements, and which resources are required to deliver a distinctive client experience
• Lead multiple teams comprised of business leaders, business project team members and productivity team members to drive large-scale productivity improvements and achieve sustainable efficiencies, improvements in resource allocation, resource productivity, while strengthening risk and controls and client experience
• Create and drive inspiring and collaborative productivity capability building programs globally through in-person and digital training formats, digital communities, social media and partnership in leadership development programs.
   

Qualifications:

• 15 plus years of financial services and transformation experience (direct or consulting firm), with significant recent experience of driving large scale global transformation assignments for senior levels of a financial services organization.
  Experience with a