Business Analysis Group Manager, SVP

Citi is looking for an experienced Manager, Business Analysis – Voice & AI Applications to lead a focused team of business analysts shaping the next generation of IVR, AI, and chatbot capabilities. In this role, you will sit at the intersection of business strategy and engineering delivery, translating complex requirements into clear user stories that drive real product outcomes. This is a senior leadership position with direct influence over investment planning, project progression, and the standards your team works to every day.

• Lead a team of business analysts who develop and refine user stories for engineering teams building IVR, AI, and chatbot solutions, ensuring clarity, quality, and alignment with delivery goals.
• Partner with senior stakeholders across business and technology functions to translate requirements into actionable analysis, bridging the gap between what the business needs and what engineering delivers.
• Manage team operations including work allocation, performance evaluation, capacity planning, and staffing decisions to maintain a high-performing and well-supported team.
• Contribute to investment planning for the Voice and AI applications portfolio, providing analytical input to support prioritization and funding decisions.
• Monitor the status and progression of multiple concurrent projects within the IVR, AI, and chatbot space, identifying risks and escalating issues before they affect delivery.
• Define and uphold team standards for business analysis practice, developing guidelines that improve the consistency and quality of outputs across the function.
• Apply sound judgment when evaluating business decisions, balancing delivery pace with risk awareness, compliance obligations, and the protection of Citi’s reputation and assets.

• 10 or more years of experience in business analysis or a closely related discipline, with a demonstrated ability to operate at a senior level across complex, cross-functional environments.
• People leadership experience, with the ability to manage, develop, and hold accountable a team of analysts across concurrent work streams.
• Ability to communicate complex ideas clearly and concisely in both written and verbal formats, adapting style for technical and non-technical audiences alike.
• Track record of influencing and negotiating with senior leaders across organizational boundaries to align priorities and drive outcomes.
• Strong analytical and problem-solving capability, with experience applying structured techniques to interpret data and navigate ambiguous or dynamic situations.
• Technical background with working knowledge of Java and mainframe application environments.
• Hands-on experience using JIRA and Confluence to manage backlogs, document requirements, and support agile delivery teams.

• Master’s degree in a relevant field, complementing the analytical and leadership demands of this role.
• Experience working on IVR, conversational AI, or chatbot initiatives, with familiarity in how these technologies are scoped and delivered.
• Background in data analysis, with the ability to draw meaningful insights from complex datasets to inform planning and business decisions.

At Citi, you will join a collaborative team working at the forefront of voice and AI technology, with the scope to shape how these capabilities are built and governed at global scale. This is a role where your leadership directly influences both the quality of delivery and the strategic direction of the function.

• A hybrid working model with 3 days in the office and 2 days working remotely, giving you flexibility alongside meaningful in-person collaboration.
• Strategic ownership over a high‑visibility portfolio…