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

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

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Citi .

If you are looking for a career move that puts you at the heart of a global financial institution, bring your skills in Production Management, strategic leadership, operational improvement, and stakeholder management for service disruption events. Citi Services, Markets, Banking and Functions (SMBF) Production is a global workforce of 5200+ across 37 countries. We support hybrid working, and our scale and diversity offers opportunities to grow your career at Citi. Our enterprise strategy embeds modern engineering practices, AI, and technological transformation, underpinned by a talented workforce integral to our Aspirations, Business and Clients’ success.

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

OverviewThe 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 and Working Capital, and Data.

What You’ll Do

Strategy Definition and 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 and 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 significant disruptive events.

Operational Excellence and Compliance:

Ensure adherence to Citi policies and ITIL practices, and build awareness of global regulatory obligations related to disruptive events, including reporting and stakeholder communication.

Strengthen CBS/ITOL awareness, obligations, response, and reporting requirements, influencing outcomes to tackle improvement areas.

Continuous Improvement and 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 and Performance:

Set and cascade objectives and performance measures for direct teams and those relevant to the overall Services Production organization.

What We’ll Need From You

10+ years of relevant industry experience.

Proven leadership in managing and influencing global teams, direct, matrix and stakeholder management.

Strong track record in crisis management and leading responses to disruptive events.

Demonstrated success driving results and continuous improvement in production.

Experience 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.

What We Can Offer You

Broad and in-depth knowledge of Services’ key business domains, largely dominated by rapidly growing Payments processing.

Opportunities to develop new skills and foster relationships that can drive your career.

Positive financial and social impact on communities; best-in-class benefits for employees.

Hybrid working model (up to 2 days at home per week) with a competitive base salary and annual review.

Generous holiday allowance starting at 27 days plus bank holidays; increasing with tenure.

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.

Citi is an equal opportunity employer; qualified candidates will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, 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 or apply, Accessibility at Citi is available. View Citi’s EEO Policy Statement and Know Your Rights poster.

Location: London, England, United Kingdom • Time Type: ..... full job details .....