Head of Workflow Platforms - Director

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 #J-18808-Ljbffr Jobtailor