Services Change Management Senior Group Manager - Director

Services provides global solutions that help corporations, financial institutions, public sector and commercial clients optimize operations and drive their business forward. Through our five business lines – Liquidity Management Services, Payments, Trade & Working Capital Solutions, Investor Services and Issuer Services - we provide cash management, payments/receivables solutions, working capital solutions, post-trade securities services and issuer services across Citi’s global network.

The Services organization seeks a Change Management senior professional to oversee and direct the implementation of a robust change management framework for Services initiatives and processes. This role will have significant influence across the Services function globally, partnering with senior leadership to ensure successful change adoption and minimize disruption. The incumbent will lead the strategy and execution of the change management activities impacting Services. The change management framework applies to new, modified or expanded internal or customer-facing processes, products and services, including those impacting employees, supporting technology, or third-party relationships.

Responsibilities include but are not limited to the following:

Strategic Leadership: Develop and implement a comprehensive Change Management strategy for the Services organization, aligned with global change management standards, Services strategic objectives and the Enterprise Change Management Framework. This includes leading the vision and direction for Change Management, advocating for its importance, and securing buy-in from senior management.

Framework Development & Implementation: Design, implement, and maintain a scalable, adaptable framework tailored to the Services organization specific needs, incorporating industry best practices and methodologies. This involves creating detailed process documentation, developing toolkits and templates, and providing ongoing guidance and support to project and execution teams.

Root Cause Analysis & Targeted Remediation of Main Causes:  Identify specific issues causing change disruption. Sources of data should include Operations Risk Events, Production Incidents, Client Complains and client Implementation Issues. Once main drivers of change disruption are identified, and the problem statement is well understood:

• Define and prioritize remediation efforts (i.e. Improve UAT)

• Establish governance – engaging the appropriate stakeholders

• Drive execution - Track the roll out of the solution and monitor performance – reverting to the success criteria or OKRs

Impact Assessment & Mitigation: Ensure completion of thorough impact assessments for all significant changes impacting Services, proactively identifying and mitigating potential risks and realizing opportunities related to people, processes, and technology, including contingency plans and escalation paths to address unforeseen challenges.

Stakeholder Engagement & Communication: Cultivate and manage relationships with key stakeholders across Services and other relevant functions and businesses, including senior leadership, product, operations, technology teams, and business partners. Develop and execute change management plans to keep stakeholders informed and engaged throughout the change lifecycle. This involves tailoring communication to different audiences and using various channels effectively.

Change Execution & Monitoring: Oversee the end-to-end execution of Change Management plans for various initiatives, ensuring consistent application of the framework and methodologies, and monitoring progress against defined success criteria. Provide coaching and support to project and execution teams on implementing change management activities.

Training and Development: partner in the design, development, and delivery of targeted training programs and resources to equip staff with the knowledge, skills, and tools necessary to adapt to and embrace change within the legal context.

Measurement & Reporting: Develop and track key metrics to measure the effectiveness of Change initiatives, providing regular reports to senior management on progress, outcomes, and return on investment. Analyze data to identify trends and areas for improvement.

Qualifications:

• Bachelors degree, Masters preferred

• 10+ years of progressive experience in change management, with a proven track record of success in leading and implementing complex change initiatives, preferably within financial industry or similarly regulated environment.

• Extensive experience designing, developing, and implementing change management strategies, frameworks, and methodolo