About the role

Operating Model & Artificial Intelligence (OM&AI) program is a multi-year firmwide initiative to leverage AI, Generative AI and Operating levers to fundamentally reengineer high-impact processes across Citi. It aims to enhance growth, efficiency, customer and employee experiences and improve our risk management.

We are seeking a dedicated and dynamic Services Ops execution lead to drive the successful delivery of OM-AI initiatives, from factory mobilization through to approved business case execution. This role acts as an important bridge, providing direct execution support for a dedicated portfolio of processes identified across Services Operations. The successful candidate will be an expert in project delivery and stakeholder management, adept at managing both vertical and cross-functional initiatives, monitoring progress, and ensuring the program’s ambitious goals are met.

Responsibilities

Support OM-AI Process Identification: Collaborate with Services leadership business units to identify and vet potential processes suitable against OM-AI criteria – extending from Operations into Pan Services.
Lead POD Mobilization: Oversee and coordinate the formation of cross-functional teams (PODs), ensuring engagement expectations, re-engineering support, and process SMEs are in place.
Process Optimization: Continuously evaluate and refine the OM-AI factory process for Services to improve ideation, identify common capabilities, reduce bottlenecks, and improve business case submission standards.
Influence Strategy: Exercises full accountability for results, budget, planning, policy formation and significant contribution to future strategy of the area(s).
Performance Monitoring & Weekly Reviews: Lead weekly execution metric reviews with assigned organizations and horizontal process owners to assess. Progress against KPIs, identify emerging risks, and track performance. Consolidate and report key findings to the Program Execution Lead.
Enforce Governance Standards: Ensure all initiatives moving through the factory adhere to Enterprise governance protocols, including process mapping (CEAM aligned), policy assessment, and benefit articulation.
Senior Management Updates: Serve as the key conduit of information to senior management, providing regular, clear, and consolidated updates on status, risks, and performance of the Services factory process.
Program Leadership: Primarily affect positive outcomes through significant impact in terms of size of team managed, strategic influence on the business and interaction with other functions or businesses.

Qualifications:

15+ years of experience, including 8-10+ years' managerial experience
Must possess the technical know-how, commercial awareness and analytical skills coupled with an understanding of risk/reward dynamics and how they interact to generate sustainable profitable growth
Proven record of achievement in leading large, matrixed, specific line of business experience preferred0

Education:

Bachelor’s/University degree or equivalent experience, potentially Masters degree and managerial experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Operations - Management Operations

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Job Family:

Management Leadership

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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.

View Citi’s EEO Policy Statement and the Know Your Rights poster.

Skills & Tags

go ai

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Citigroup is a global financial services leader offering diverse roles, attracting professionals in finance, technology, and operations seeking international exposure and advancement.
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About Citigroup

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Citi, also known as Citigroup Inc., is a global financial services corporation that provides a wide range of financial products and services to consumers, corporations, governments, and institutions.