Head of US Consumer Cards; USCC) Collections Operation, MD, C16

US Consumer Cards Operations (USCC) Operations is responsible for delivering customer-centric operational services across the credit card lifecycle. The organization supports and executes core processes including Customer Service, Credit, Collections & Recovery, and back-office functions. The organization is focused on driving efficiency and modernization through automation and leveraging AI to enhance customer experience and support business growth.

Collection Operations is a critical function within USCC Operations, delivering exceptional service and reducing losses for the Cards business. The organization supports over 2500 FTE globally, executing at scale while maintaining strong focus on service quality, operational efficiency, and controls.

As a key member of the leadership team, this role will be responsible for leading end-to-end operational strategy and performance across a global footprint comprising 2,500+ full-time employees (FTE) across domestic centers in the US and Canada, alongside strategic third-party vendor operations internationally. This leader will drive end to end thinking and focus on delivering exceptional customer experiences alongside driving operational excellence, improved Loss performance, advancing AI agenda and innovation across a large-scale organization.

The Head of USCC Collections Operations is a direct report to the Head of USCC Credit, Collection and Recovery and serves as a strategic partner across multiple stakeholders including Risk, Analytics, Technology, Finance, Risk & Controls to drive the business forward. The role is responsible for leveraging AI, analytics, Risk strategies and operational insights to improve outcomes, enhance colleague productivity across employees and vendors, optimize capacity, and deliver sustainable cost efficiencies while ensuring a strong loss performance.

• Lead Citi’s Collections activity for North America, encompassing operational strategy, execution, analytics and people and vendor management domestic and international.
• Oversight of Collections Strategies and operational execution, while meeting expense objectives.
• Deliver consistent performance against customer experiences, loss rates, productivity, compliance and operational risk metrics and objectives.
• Works closely with Collections Risk as well as Independent Risk to ensure alignment of strategies as well as operational disciplines and routines.
• Partner with Ops Delivery and Risk teams to establish and drive KPI’s to measure AI adoption, customer impact, operational efficiency, and return on investment.
• Deliver productivity improvements through process redesign, automation, workforce optimization, and organizational effectiveness through Fungibility and other strategic initiatives.
• Foster an inclusive culture that promotes engagement, collaboration, talent development, and succession planning.
• Champion a culture of operational excellence, disciplined execution, and data-driven decision making.
• Regulatory engagement to share and review Collection performance.

• 15+ years of experience, including 10 + years managerial experience
• Experience in Financial services leadership
• Managerial experience with large teams across multiple geographies Proven experience in a Collections role, demonstrating strong leadership and strategic skills.
• Familiarity with relevant laws, regulations, and best practices in Cards Collections
• A high level of maturity and strong leadership skills are necessary to interface and manage stakeholders at a senior leadership level, to drive and accelerate execution
• Demonstrated ability to successfully lead and deliver large-scale operational transformations, process re-engineering…