Services Production Management Business Control Centre (Global Lead) - Director

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in Production Management, strategic leadership, operational improvement, and strong stakeholder management pertaining to service disruptive technology events. Citi Services, Markets, Banking and Functions (SMBF) Production are a global workforce of 5200+, spanning 37 countries. We support hybrid working and our scale and diversity presents ample opportunities to grow your career at Citi. Our enterprise strategy is imbedding modern engineering practices, state of the art AI and technological transformation, underpinned by a talented workforce who are integral to our Aspirations, Business and Clients success.

By joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

The primary objective of the role is to lead a global team that coordinates exceptional Services response to major technology events (planned or unplanned). Team responsibilities encompass oversight of 24x7 service anomaly detection for over 90 critical end-to-end flows ensuring adherence to regulatory mandated Critical Business Services (CBS) with a heightened focus on a subset of Platinum Clients. Services consists of multiple sub domains: Digital Access Channels, Payments processing, Investor and Issuer Services, Core Banking, Liquidity, Trade & Working Capital and Data.

• Strategy Definition & Delivery: Define and drive the strategy for Services BCC, ensuring alignment with Citi goals. Deliver outcomes that promote rapid recovery, reduce client impact duration, and foster continuous improvement based on stakeholder and client feedback.
• Relationship Management & Stakeholder Engagement: Maintain strong relationships with senior product, operations, and technology stakeholders, garner support for strategy, set targets and share performance insights. Actively lead and manage stakeholders during more significant disruptive events.
• Operational Excellence & Compliance: Ensure adherence to Citi Enterprise policies and protocols, incl. Major Incident Management and ITIL practices. Build, maintain strong awareness of global regulatory obligations related to disruptive events, including reporting requirements and stakeholder communication. Strengthen CBS/ITOL awareness, obligations, response, and reporting requirements, influencing outcomes to tackle improvement areas.
• Continuous Improvement & Readiness: Ongoing improvement in Services command and control, escalation, and communication, including cyber event coordination. Improve readiness and response to enterprise/catastrophic events through tabletop/chaos training exercises and automation.
• Team Leadership & Performance: Set and cascade objectives and performance measures for direct teams and those relevant to overall Services Production organization.

• 10+ years of relevant industry experience.
• Proven leadership managing and influencing global teams, direct, matrix and stakeholders.
• Strong track record in crisis management and leading responses to disruptive events.
• Demonstrated success driving results and continuous improvement in production.
• Experienced with organizational transformation.
• Exceptional stakeholder and relationship management capabilities.
• Experience with financial planning and cost discipline.
• Exceptional staff engagement and talent development skills.
• Ability to navigate and lead within large, complex organizations.

This role offers the opportunity to build broad and in-depth knowledge of Services key business domains, largely dominated by rapidly growing Payments processing. Every day there will be new challenges and opportunities to develop new skills and foster relationships that can drive your career.

We work hard to have a positive financial and social impact on the communities we serve. We put our employees first and provide the best-in-class benefits they need to be well, live well and save well.

By joining Citi London, you will be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), and receive a competitive base salary (annually reviewed), plus a range of benefits such as:

• Generous holiday allowance starting at 27 days plus bank holidays; increasing with tenure
• A discretionary annual performance related bonus
• Private medical insurance packages
• Employee Assistance Program
• Pension Plan
• Paid Parental Leave
• Special discounts for employees, family, and friends
• Access to learning and development resources

Alongside these benefits Citi is committed to ensuring our workplace is inclusive and supportive. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

Job Family Group: Technology

Job Family: Applications Support

Time Type: Full time

Most Relevant Skills: Please see the requirements listed above.

Other Relevant Skills: For complementary skills, please see above and/or contact the recruiter.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to 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.