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. 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 response to major technology events-planned or unplanned-impacting our Services Business. Services as a business consists of multiple sub domains: Digital Access Channels, Payments processing, Investor and Issuer Services, Core Accounts, Liquidity, Trade & Working Capital and Data. The end to end service offering and client experience often depend on multiple applications, technologies, teams and stakeholders, requiring swift response, coordination, triage and resolution.

Responsibilities 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.
• Leverage enterprise tooling and drive adoption of Gen AI capabilities to support modern working practices with the least human intervention.

Relationship Management & Stakeholder Engagement

• Maintain strong relationships with senior product, operations, and technology stakeholders, garnering support for strategy, setting targets and sharing performance insights.
• Actively lead and manage stakeholders during more significant disruptive events.

Operational Excellence & Compliance

• Ensure adherence to Citi Enterprise policies and protocols, including 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 (Critical Business Services) 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 your global direct team and those relevant to the broader Services Production organization.
• Ensure seamless and consistent follow the sun experience during major technology event management.

What we'll need from you

• Relevant industry experience within Technology and Financial Services, with proven leadership managing and influencing global teams, direct, matrix and stakeholders.
• Strong track record in crisis management and leading responses to disruptive events.
• Demonstrable success driving results and continuous improvement in production.
• Experience with organisational 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 organisations.
• Past experience in Production Support, Incident Management and/or Payments processing area desirable but not essential.

What we can offer you

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

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