Head of Workflow Platforms Director

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; and direct experience & background with Disputes processes. 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 Demonstrated experience as a senior leader from the business side. Proven agile program management experience. In-depth knowledge and experience with workflow processes. Specific regulatory background relevant to the financial industry (e.g., Reg E and Z). 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 ------------------------------------------------------ Job Family Group: Product Management and Development ------------------------------------------------------ Job Family: Product Management ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Primary Location: Irving Texas 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 Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Anticipated Posting Close Date: ------------------------------------------------------ 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.