Head of US Personal Banking Core Operations - C16 - NEW YORK

The Head of US Personal Banking Core Operations role is a senior position within the US Personal Banking Operations leadership team pivotal in overseeing and modernizing the entirety of Core Operations – a critical division comprising over 3,000 employees in multiple domestic and international locations across both production and support functions. The successful candidate will be responsible for driving operational excellence, strategic transformation, automation, and continuous innovation across a diverse portfolio of essential services that support Branded Cards & Lending, Retail Services, and Retail Bank. This includes the end-to-end management of claims and card maintenance, fulfillment operations, transaction processing, financial servicing and accounting, and account services. This role is supported by robust business execution and process modernization teams, demanding a visionary leader capable of driving significant technological enhancements, managing complex, high-volume operations, fostering a culture of continuous improvement, and ensuring exceptional service delivery while maintaining rigorous regulatory compliance and risk management. This senior leadership role is critical for steering Core Operations into an AI-powered, modernized future within the financial services industry.

This role can be based in New York, San Antonio (Texas), O'Fallon (Missouri) or Gray (Tennessee).

Responsibilities:

• Define, lead, and execute the strategic vision for Core Operations, ensuring seamless alignment with broader organizational objectives. Drive digitization and adoption of advanced technologies and AI to create new business value, improve customer experience, and optimize operations.
• Provide direct leadership and optimize the performance of all core production teams, including Claims & Card Maintenance, Fulfillment Operations, Transaction Processing, Financial Servicing & Accounting, and Account Services. Ensure the flawless execution of daily operations, maintaining high service levels, and effective management of high-volume transactions and client interactions.
• Spearhead initiatives focused on advanced process management, automation, and the comprehensive modernization of core operational workflows.
• Collaborate effectively with key internal partners (e.g., Technology, Finance, Legal, Compliance, Internal Audit, Product Line of Businesses) and external suppliers to ensure integrated service delivery, strategic alignment, and the successful achievement of cross-functional goals.
• Develop and implement a global model that delivers a predictable and sustainable Service Delivery experience
• Act as responsible stewards of capital through a relentless focus on expense optimization, fraud prevention, and client centric revenue generation
• Identify and actively drive efforts to improve the client experience while embracing and supporting the mission of the franchise
• Complete Operational or Business ownership in rapidly changing functional areas at large organizations with demonstrated cross-channel experience.
• Thorough knowledge of business procedures, financial services, and industry.
• Effective people management skills with a proven track record of effective delegation, motivation, and employee and customer satisfaction.
• Professional maturity in dealing with all levels of management and staff.
• Ability to adapt to a rapidly changing environment.
• Demonstrated ability to analyze operational processes/policies/trends and infer relevant business applications across a broad spectrum of stakeholders
• Exemplary thought leadership skills; able to build and lead strategic initiatives
• Excellent verbal and written communication skills; able to present information to senior level audiences in simple, logical business terms
• Influencing and negotiation skills; able to facilitate a diverse set of senior executives to drive convergence to a common set of priorities and standards across Businesses
• Demonstrated capability of leveraging technology in operational arena
• Ability to establish a repeatable, reliable process to provide transparency into regional Business/Operations on a consistent and timely basis.
• Demonstrated people and thought leadership, managerial and interpersonal skills
• 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, as well as effectively supervise the activity of others and create accountability with those who fai