Program Senior Group Manager, Branch Performance Strategy and Execution

Branch Performance Management & Strategy Role Summary The Head of Branch Performance Management & Strategy is a senior leadership role accountable for defining and executing the enterprise strategy for sales productivity, performance management, goal setting, reporting, and client experience insights across the U.S. Branch Network, supporting ~650 branches and ~5,000 frontline colleagues. This leader oversees a team responsible for end-to-end ownership of performance frameworks, including the design and governance of metrics, scorecards, and data-driven goal allocation methodologies across all job families. Operating at the center of a highly matrixed organization, this role partners closely with senior leaders across Sales, Finance, Product, Marketing, Wealth Intelligence, and Client Experience to align strategic priorities, performance expectations, and execution. This role has significant influence on business outcomes by translating complex analytics into actionable strategies, shaping reporting tools and frameworks, and driving performance transparency while improving client experience. With broad visibility, the role regularly presents to executive leadership, informing decisions on branch network strategy, investment prioritization, and performance optimization. Responsibilities Lead enterprise productivity strategy: Own the strategy and execution of branch productivity frameworks, ensuring consistent measurement of performance and financial contribution across ~650 branches while aligning to enterprise priorities and commitments. Lead high-impact program execution: Manage and develop a team while overseeing complex, enterprise-wide initiatives, ensuring disciplined execution of performance management, goal setting, and reporting processes at scale. Own goal-setting strategy and execution: Lead the end-to-end design and delivery of goal setting across all branch job families by developing scalable, data-driven allocation methodologies that cascade targets across ~5,000 frontline colleagues and drive clarity and accountability. Drive cross-functional goal alignment: Partner with senior leaders across Sales, Finance, Product, Marketing, and Business Intelligence to align on goal-setting methodologies, assumptions, and outcomes, ensuring strong governance and enterprise-wide adoption. Translate insights into performance actions: Leverage advanced analytics to identify productivity opportunities and partner with Sales leadership to implement targeted strategies that improve banker performance and optimize branch capacity. Establish benchmarking and accountability standards: Design measurement frameworks that benchmark branch and banker performance against internal and external standards, enabling transparency, performance management rigor, and targeted improvement actions. Own performance metrics architecture: Lead the design, governance, and continuous evolution of performance metrics and scorecards across all branch job families, ensuring alignment with business strategy and consistent performance evaluation practices. Shape reporting tools and frameworks strategy: Define and influence the strategy and implementation of reporting tools, dashboards, and performance frameworks, enabling leaders to effectively monitor, manage, and act on performance insights. Deliver client experience insights and strategy: Lead analysis of client experience data to identify themes, root causes, and opportunities, partnering with Client Experience teams and business owners to solve pain points and improve client and business outcomes. Provide strategic performance thought leadership: Serve as a key advisor on performance management philosophy, evolving frameworks to drive balanced outcomes across growth, productivity, and client experience. Deliver executive-level strategic insights: Develop and present clear, compelling, and data-driven narratives on productivity, goal attainment, sales trends, and client experience to executive leadership, influencing strategic decisions. Influence planning and financial outcomes: Partner with Finance and Wealth Intelligence to support planning processes and ongoing performance tracking, identifying drivers of variance and shaping actions to improve results versus plan. Engage and influence senior stakeholders: Build strong partnerships with senior leaders across Sales, Finance, Product, Marketing, Wealth Intelligence, and Client Experience to align priorities and drive coordinated execution. Solve complex business challenges: Apply deep analytical and strategic expertise to diagnose systemic performance issues and develop innovative, data-driven solutions that unlock productivity and improve client outcomes. Drive enterprise alignment and decisions: Present, influence, and gain consensus on complex, high-impact initiatives with executive leadership, balancing competing priorities to advance critical business objectives. Qualifications 15+ years of experience, including 8–10+ years of managerial experience leading teams and large-scale initiatives 10+ years of relevant experience in Financial Services, Finance, Analytics, Consulting, or related disciplines Demonstrated leadership in managing large, complex, cross-functional programs with enterprise-wide impact Proven ability to partner, influence, and negotiate effectively across all levels, including senior executives and business leadership Strong track record of operating in a matrixed organization with the ability to drive alignment and take ownership of outcomes Exceptional strategic thinking and problem-solving skills, with the ability to translate data into actionable business strategies Advanced analytical and quantitative capabilities with experience leveraging data to drive decision-making Excellent communication and executive presentation skills, with the ability to convey complex insights in a clear and compelling manner Experience developing high-quality executive materials and leading discussions with senior leadership Ability to manage multiple priorities and complex initiatives with disciplined execution and attention to detail Proven experience leading teams and developing talent in a high-performance environment Demonstrated experience in program/project management, consulting, PMO leadership, or functional transformation roles Ability to operate effectively in ambiguous environments with a proactive, self-directed approach Advanced proficiency in Excel and PowerPoint required Preferred Experience in performance management, sales productivity, or customer/branch analytics Knowledge of client experience measurement and improvement frameworks PMP, PgMP, CAPM, and/or MBA or equivalent advanced degree Education Bachelor’s/University degree required or equivalent professional experience Master’s degree (e.g., MBA or related field) strongly preferred ------------------------------------------------------ Job Family Group: Project and Program Management ------------------------------------------------------ Job Family: Program Management ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Primary Location: NC-CHARLOTTE (BALLANTYNE) ------------------------------------------------------ Primary Location Full Time Salary Range: $170,000.00 - $300,000.00 In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire. ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Anticipated Posting Close Date: Jul 01, 2026 ------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.