Senior Vice President, Process Re-Engineering, Operational Excellence

Lead and manage a portfolio of process re-engineering and operational improvement projects across Citi's Retail and Cards businesses Develop and execute programs to reduce customer complaints and optimize operational processes such as dispute resolution Embed sustainable improvements across Core Operations Manage and develop a team of 10 professionals Monitor and analyze customer complaint trends Translate data insights into actionable feedback for operational teams Analyze operational and customer experience data to identify process improvement opportunities Build narratives from data and present findings to senior stakeholders Shape large-scale re-engineering programs by defining business cases and gaining senior stakeholder buy-in Form cross-functional project teams and deliver against agreed objectives Partner with Senior Operations Managers, Legal, Risk, and Technology teams Maintain governance across programs, including project plans, financial tracking, control points, and executive communications Ensure compliance with applicable policies and regulations Maintain risk awareness and escalation control issues transparently Requirements 10 or more years of experience in banking Experience leading operational or process improvement functions within a complex, multinational environment Ability to analyze and interpret operational data and translate findings into actionable insights Experience managing cross-functional initiatives and influencing leaders across operations, technology, legal, and risk Hands-on experience delivering process re-engineering programs Working knowledge of Lean principles, re-engineering methodologies, and associated toolsets Experience leading, developing, and evaluating teams Experience managing budgets and making resourcing and performance decisions Strong project planning skills and ability to manage multiple concurrent workstreams Ability to maintain documentation standards and deliver against deadlines Ability to present complex information concisely to senior leadership Master's degree in a relevant discipline is beneficial Bachelor's or University degree is the minimum education requirement Experience working within a Lean organization or leading Lean transformation programs at scale is beneficial Familiarity with customer lifecycle management and customer experience frameworks within a retail banking or cards environment is beneficial Ability to build a program or function from the ground up is beneficial Experience engaging with and influencing senior process owners and program sponsors at a global level is beneficial Core Competencies Demonstrates expertise in leading process re-engineering and operational improvement initiatives within the banking sector, with a strong focus on data analysis, stakeholder engagement, and team development. Proven ability to implement Lean principles and optimize customer experience frameworks in a complex, multinational environment. Highest-signal resume keywords Process Re-Engineering Operational Improvement Data Analysis Team Leadership Lean Methodologies ATS Optimization Keywords Hard Skills Process Improvement Operational Data Analysis Project Planning Budget Management Cross-Functional Initiative Management Customer Experience Frameworks Lean Transformation Re-Engineering Methodologies Documentation Standards Stakeholder Engagement Soft Skills Influencing Leaders Communication Team Development Problem Solving Presentation Skills Certifications & Qualifications Master's Degree Bachelor's Degree Industry Keywords Retail Banking Customer Lifecycle Management Operational Governance Risk Management Multinational Environment #J-18808-Ljbffr Jobtailor