Head of Workflow Platforms Director

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