Responsible for leading Digital Servicing Strategy and Enablement for the Service Domains and leads several Servicing Agile Teams who is focused on optimizing the end-to-end customer experience (Communications, IVR, Desktop, Phones) in partnership with Digital, and Technology. The management of tasks and responsibilities associated with the planning, directing, coordination and support of the day-to-day activities of running a project, program or portfolio of programs. Duties and responsibilities may include formulating policies and standards, managing daily operations, planning the use of resources and managing teams, communicating with stakeholders and otherwise ensuring the success of a project, program or portfolio. Program-related roles focus on coordination and facilitation across multiple functions and sectors, and the Senior Program Manager and Program Director roles, in particular, require facilitation and guidance of macro-level issues working with multiple stakeholders.

A Day in the Life:

In partnership with Digital, Global Functions and peers in Customer Service, define servicing in a digital-first bank for the 21st century – with a focus on the intersection of the end to end servicing experience; communications, digital, chat/messaging and live-assisted servicing.

• Lead several agile teams to identify effective strategies to maximize customer digital engagement through aggressive elimination of regrettable volume – thereby functioning as part of the critical ‘closed loop’ to improve our digital experience in continuous fashion.

• Effectively partner with stakeholders and business leaders to get alignment and financial prioritization to execute on vision for key customer journeys .
• Serve as a liaison between key stakeholders in Operations, Business, and Technology to enable Being the Best for our Clients
• Enable day-to-day program and initiative roll-outs that affect customer service delivery. Ensure scalability and success of higher-stakes initiatives/roll-outs through the ‘test kitchen’ and other creative phasing strategies.
• Enable the expansion & improvement of Operations capabilities through full lifecycle engagement from concept through production for new & enhanced products and services offered by the business.
• Partner in the design & implementation of new and modified products, programs, and services offered by the business; driving the digital servicing strategy and minimizing operational risk
• Thinks strategically, creatively, and regularly provides solutions to business problems including the development of business case supporting prioritization and funding.

Roles/Responsibilities

• Manages multiple teams or a functional area.
• Applies comprehensive understanding Client Experience across Servicing channels
• Ensure creation and sign-off of program plan and charter, benefits management plan, stakeholder management plan, acceptance plan, and central program issue log.
• End results may include improved productivity, improved technology, improved processes and cost savings.
• Ensure program plans meet business needs as described in the program initiation documents.
• Ensure all stakeholders are identified and included in scope definition activities. Ensure stakeholders understand the program schedule and key milestones. Ensure program stakeholders receive schedule status regularly.
• Ensure all areas of the program are appropriately staffed. Ensure program commitment from those assigning resources.
• Escalate program risks to the Program Director, or Program Sponsor, when appropriate.

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.

Qualifications:

Special Skills and Certifications

CAPM, PMP, PgMP and/or MBA are a plus

Minimum Education

BS/BA degree or equivalent combination of education/experience

Minimum Experience

Demonstrated a consistent track record having worked as a Program or Project Manager, Lead, PMO or department head, managing teams and large, strategic cross-functional projects

Preferred Experience Previous program/project management, consulting, technology and/or management

Locations- Jacksonville, Florence, Tucson, Irving, San Antonio

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US

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Time Type :Full time

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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