Process Re-Engineering & Operational Excellence Senior Vice President

Citi is looking for a Process Re-Engineering & Operational Excellence Senior Vice President, to lead the strategic programs designed to transform the customer experience for Citi's Retail and Cards customers. This role will manage a team of 10 professionals and a broad portfolio of process, business, and technology improvement initiatives, driving measurable reductions in customer complaints and operational inefficiencies. This is a high-visibility role where your decisions will directly shape how millions of customers interact with Citi's products and services.

• Lead and manage a portfolio of process re-engineering and operational improvement projects across Citi's Retail and Cards businesses, ensuring each initiative delivers measurable efficiency gains and customer experience improvements.
• Develop and execute programs to reduce customer complaints, optimize key operational processes such as dispute resolution, and embed sustainable improvements across Core Operations.
• Manage and develop a team who monitors and analyses data such as customer complaint trends, translating data insights into actionable feedback for operational teams.
• Analyze operational and customer experience data to identify process improvement opportunities, build compelling narratives from that data, and present findings to senior stakeholders to drive decision‑making.
• Shape large-scale re‑engineering programs by defining robust business cases, gaining senior stakeholder buy‑in, and forming cross‑functional project teams to deliver against agreed objectives.
• Partner with Senior Operations Managers, Legal, Risk, and Technology teams to align improvement initiatives with broader business investments and ensure organization‑wide adoption.
• Maintain rigorous governance across all programs, including project plans, financial tracking, control points, and executive‑level communications to impacted business areas.
• Ensure compliance with applicable policies and regulations in all decision‑making, maintain high standards of risk awareness and escalating control issues with transparency.

• 10 or more years of experience in banking, with demonstrated capability in leading operational or process improvement functions within a complex, multinational environment.
• Proven ability to analyze and interpret operational data, translating findings into clear, actionable insights that influence senior stakeholders and drive program outcomes.
• Track record of managing cross‑functional initiatives, influencing leaders and teams outside of direct reporting lines across functions such as operations, technology, legal, and risk.
• Hands‑on experience delivering process re‑engineering programs, with working knowledge of Lean principles, re‑engineering methodologies, and associated toolsets.
• Strong people management capability, including experience leading, developing, and evaluating teams, managing budgets, and making resourcing and performance decisions.
• Excellent project planning skills, with the ability to manage multiple concurrent work streams, maintain documentation standards, and deliver against deadlines in a fast‑paced environment.
• Clear and confident communicator at all levels, with the ability to present complex information concisely to senior leadership and engage diverse stakeholders across business lines.

• Master's degree in a relevant discipline, complementing a Bachelor's or University degree as the minimum education requirement.
• Experience working within a Lean organization or leading Lean transformation programs at scale.
• Familiarity with customer lifecycle management and customer experience frameworks within a retail banking or cards environment.
• Demonstrated ability to build a program or function from the ground up, showing initiative and comfort operating in ambiguous or emerging structures.
• Experience engaging with and influencing senior process owners and program sponsors at a global level.

This is a genuinely rewarding opportunity to lead work that has a direct and visible impact on the experience of Citi's Retail and Cards customers. You will operate at…