Operations Support Group Manager Senior Vice President

Senior Operations Manager

Citi is looking for a highly motivated and experienced Senior Operations Manager to lead its Service members Civil Relief Act (SCRA) Operations team. This is a high-visibility, high-accountability function that directly shapes how Citi serves military customers and meets its federal regulatory obligations. In this role, you will be responsible for the comprehensive oversight of the SCRA Operations team, ensuring strict adherence to SCRA policies and regulations, driving operational efficiency, managing risk, and enhancing the technology platforms that support Citi's military servicing operations.

The ideal candidate is a results-oriented leader with a strong background in operations management, team development, and a deep understanding of SCRA, with the opportunity to own a critical compliance-driven operation at one of the world's leading financial institutions.

• Lead and develop a team of 70+ operations professionals responsible for delivering consistent, compliant, and high-quality SCRA servicing outcomes for military customers.
• Oversee day-to-day SCRA operations including compliance reporting, productivity monitoring, and the application of regulatory policy to ensure all customer communications and timelines meet legal requirements.
• Design and implement operational strategies that improve process efficiency, strengthen regulatory controls, and enhance the overall military customer experience.
• Manage the full risk and control environment for the SCRA function, including ownership of audit activity, engagement with second and third lines of defense, and preparation for regulatory examinations.
• Review capacity plans, process changes, and service level agreements to maintain productivity, accuracy, and on-time delivery across the team.
• Serve as the operational point of contact for Legal, Compliance, and executive regulatory teams, translating regulatory requirements into actionable operational standards.
• Partner with senior leadership to identify improvement opportunities, communicate findings, and deliver proposals with clear timelines and measurable outcomes.
• Ensure quality assurance processes are embedded across all team activities, with accountability mechanisms in place to uphold the highest operational standards.

• 10 or more years of experience in operations management within financial services or banking, with a track record of leading large teams in regulated environments.
• Demonstrated ability to manage complex compliance or risk-driven operations, including direct engagement with regulatory or audit functions.
• Deep knowledge of risk management and quality assurance processes, with the ability to build and maintain effective control frameworks.
• Proven capacity to interpret regulatory requirements and translate them into clear operational policies, procedures, and team accountability structures.
• Excellent written and verbal communication skills, with the ability to present analysis and recommendations clearly to senior leadership and regulatory stakeholders.
• Strong problem-solving skills and meticulous attention to detail, particularly in environments where policy accuracy and customer communication timelines are critical.
• Bachelor's degree or equivalent professional experience.

• Familiarity with the Service members Civil Relief Act (SCRA) or other federal consumer protection regulations governing financial products.
• Experience collaborating with Legal and Compliance teams in the context of regulatory examinations, audits, or consent order management.
• Master's degree in business, finance, law, or a related field.

Joining Citi means taking ownership of a function that matters — to military customers, to regulators, and to the institution. You will work at the intersection of operations, compliance, and leadership, with direct visibility into Citi's most senior regulatory and executive stakeholders. This role offers meaningful scope, real accountability, and the platform to shape how one of the world's largest financial institutions serves those who serve their country.

• Leadership of a large, established operations team with direct impact on regulatory outcomes and customer experience.
• High-profile cross-functional collaboration with Legal, Compliance, and executive leadership teams.
• Hybrid working model with 3 days in the office and 2 days working remotely each week.
• Access to Citi's global learning and development programs to support continued career growth.
• Competitive financial wellbeing benefits, including compensation, retirement planning, and employee wellness support.
• A performance-driven environment where accountability, expertise, and delivery are recognized and rewarded.

Apply now to bring your operations leadership expertise to a role where your decisions protect military customers and strengthen Citi's standing with regulators.