Change Management & Intake Director (Hybrid)

The Change Management and Intake Director will oversee the intake, prioritization, and implementation of all credit risk-related changes, ensuring alignment with profitability goals and strong risk management disciplines. This role is pivotal in managing control breaks, supporting business-as-usual (BAU) activities, and maintaining operational excellence within the credit risk framework. The individual will lead cross-functional teams, ensuring effective governance, process adherence, and timely execution of initiatives that impact credit risk strategy and performance. The position requires strong leadership, project management, and collaboration skills to work across multiple stakeholders, including risk, operations, technology, and compliance teams, to ensure changes are delivered efficiently, risks are controlled, and profitability targets are met. Key Responsibilities: Change Management Leadership: Lead the end-to-end change management process for all credit risk initiatives, including new product introductions, regulatory updates, credit policy changes, and system enhancements. Develop and maintain an intake process that captures, prioritizes, and aligns changes with the organization’s broader credit risk strategy. Oversee the successful implementation of changes, ensuring adherence to timelines, budget, and quality standards while minimizing operational disruption. Control Break Management & Remediation: Identify and manage control breaks within credit risk processes, ensuring timely remediation to mitigate operational and compliance risks. Collaborate with risk control and audit teams to implement solutions that strengthen internal controls and align with regulatory expectations. Ensure continuous monitoring and improvement of credit risk processes to prevent future control breaks and drive operational resilience. Business-as-Usual (BAU) Oversight: Manage BAU activities related to credit risk, ensuring that ongoing processes, including risk assessments, reporting, and compliance checks, are executed effectively. Ensure BAU activities support both profitability and risk discipline goals, aligning with the broader organizational objectives. Collaborate with credit risk teams to identify process improvements that enhance efficiency, reduce costs, and maintain high levels of risk control. Cross-Functional Collaboration & Stakeholder Management: Partner with technology, operations, risk, and compliance teams to ensure the successful delivery of credit risk changes and projects. Lead cross-functional meetings and governance forums to ensure alignment on change priorities, risks, and timelines. Serve as a liaison between senior management and working teams, ensuring that change initiatives are well-communicated and aligned with organizational strategy. Risk & Profitability Alignment: Ensure that all credit risk changes, control breaks, and BAU activities are managed in a way that aligns with profitability goals and enhances risk management practices. Use data and analytics to evaluate the impact of changes on the organization’s risk profile, making recommendations for improvements where necessary. Collaborate with finance and risk teams to measure the financial impact of credit risk changes, ensuring alignment with the organization’s profitability objectives Process Optimization & Continuous Improvement: Lead efforts to continuously improve the change management and intake processes, ensuring they are agile, efficient, and responsive to the evolving needs of the credit risk landscape. Leverage process improvement methodologies (e.g., Lean, Six Sigma) to enhance the effectiveness of credit risk management processes. Foster a culture of continuous improvement within the team, encouraging innovation and the use of technology to streamline processes. Team Leadership & Development: Lead and develop a team of change management and intake professionals, ensuring that team members have the skills, resources, and support needed to excel. Provide coaching, mentoring, and performance feedback to ensure high levels of engagement and productivity within the team. Promote a collaborative, high-performance culture that aligns with the organization’s risk and profitability goals. Key Qualifications: Educational Background: Bachelor’s degree in Business, Finance, Risk Management, or a related field. Advanced degrees and certifications in project management or risk management are a plus. Leadership & Change Management Experience: 15+ years of experience in credit risk, change management, or project management roles, with a proven track record of leading cross-functional teams and managing complex change initiatives. Experience managing control breaks and BAU activities within a highly regulated financial services environment. Strong project management skills, with experience in developing and executing detailed plans to deliver changes on time and within budget. Risk & Control Expertise: Deep understanding of credit risk management, risk control frameworks, and regulatory requirements related to credit risk. Demonstrated ability to identify and manage risks associated with credit risk changes and control breaks, ensuring timely remediation and long-term solutions. Cross-Functional Collaboration: Strong collaboration and stakeholder management skills, with experience working across risk, operations, technology, and compliance teams. Proven ability to influence and drive consensus among senior leaders and cross-functional teams, ensuring alignment on change priorities and risk management goals. Analytical & Financial Acumen: Strong analytical skills, with the ability to use data and metrics to evaluate the impact of credit risk changes on profitability and risk performance. Experience working with finance and risk teams to ensure changes are aligned with the organization’s financial and risk management objectives. Process Improvement Mindset: Experience leading process improvement initiatives using methodologies such as Lean or Six Sigma to optimize change management and risk control processes. A commitment to continuous improvement, with the ability to lead teams in identifying and implementing more efficient, effective ways of managing credit risk changes. ------------------------------------------------------ Job Family Group: Risk Management ------------------------------------------------------ Job Family: Portfolio Credit Risk Management ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Primary Location: Jacksonville Florida United States ------------------------------------------------------ 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 Analytical Thinking, Constructive Debate, Escalation Management, Industry Knowledge, Policy and Procedure, Policy and Regulation, Process Execution, Product Knowledge, Risk Controls and Monitors, Risk Identification and Assessment. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Anticipated Posting Close Date: Jun 15, 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. 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