Head of Workflow Platforms Director
Citi
Head Of Workflow Platforms Director
Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.
Job Overview
The Head Of Workflow Platforms is a senior management–level leadership role responsible for driving large-scale workflow Operations transformation and platform modernization initiatives.
This leader will oversee a broad organization of Product Management and Process Management professionals, setting product strategy, defining multi-year roadmaps, and ensuring strong alignment to business outcomes, operational efficiency, and risk management objectives. The role combines strategic leadership, execution oversight, and governance across a complex and evolving technology landscape.
Responsibilities
- Lead and manage a team of product and process professionals responsible for Core Operations workflow platforms, communication platforms, Disputes processes, Entitlements processes, and network management
- Define and execute multi-year workflow platform strategies aligned with enterprise priorities, including transformation and modernization initiatives
- Own and drive the end-to-end product lifecycle across legacy and next-generation platforms, ensuring seamless integration, scalability, and sustainability to maximize business value and operational effectiveness
- Act as the primary business decision-maker and partner with Core Operations, Fraud Operations, Customer Service, Technology, Engineering, Network Management, Entitlements and Second Line Of Defense (2LOD) stakeholders
- Oversee budget planning, financial management, and investment prioritization across the platform portfolios
- Drive adoption, operational readiness, and change management to ensure successful implementation of new platforms and capabilities
- Identify industry trends, emerging technologies (including Gen AI), risks, Regulation changes (including Reg E and Z), and opportunities to inform platform strategy and maintain competitive advantage
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets
- Escalate, manage, and report control issues with transparency
Qualifications:
- 15+ years of relevant experience, to include people management experience
- Experience with banking and credit card products
- Working knowledge of the different systems, theories, and practices relevant to a function as well as practical experience of multiple business cycles
- In-depth knowledge of competitor products/services and industry best practices
- Working knowledge of strategic direction of the Operations function within a Retail and Credit business as well as a practical grounding in the technical product management function and/or area of expertise
- Ability to develop strategy, gather resources, and inspire a diverse set of individuals
- Consistently demonstrates clear and concise written and verbal communication
- Demonstrated negotiation skills
Education:
- Bachelor's degree in business administration, Finance, Marketing, specialized analytics, or related discipline
- Master's degree preferred
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