Senior Vice President, Process Re-Engineering, Operational Excellence

• Lead and manage a portfolio of process re-engineering and operational improvement projects across Citi's Retail and Cards businesses
• Develop and execute programs to reduce customer complaints and optimize operational processes such as dispute resolution
• Embed sustainable improvements across Core Operations
• Manage and develop a team of 10 professionals
• Monitor and analyze customer complaint trends
• Translate data insights into actionable feedback for operational teams
• Analyze operational and customer experience data to identify process improvement opportunities
• Build narratives from data and present findings to senior stakeholders
• Shape large-scale re-engineering programs by defining business cases and gaining senior stakeholder buy-in
• Form cross-functional project teams and deliver against agreed objectives
• Partner with Senior Operations Managers, Legal, Risk, and Technology teams
• Maintain governance across programs, including project plans, financial tracking, control points, and executive communications
• Ensure compliance with applicable policies and regulations
• Maintain risk awareness and escalation control issues transparently

Requirements

• 10 or more years of experience in banking
• Experience leading operational or process improvement functions within a complex, multinational environment
• Ability to analyze and interpret operational data and translate findings into actionable insights
• Experience managing cross-functional initiatives and influencing leaders across operations, technology, legal, and risk
• Hands-on experience delivering process re-engineering programs
• Working knowledge of Lean principles, re-engineering methodologies, and associated toolsets
• Experience leading, developing, and evaluating teams
• Experience managing budgets and making resourcing and performance decisions
• Strong project planning skills and ability to manage multiple concurrent workstreams
• Ability to maintain documentation standards and deliver against deadlines
• Ability to present complex information concisely to senior leadership
• Master's degree in a relevant discipline is beneficial
• Bachelor's or University degree is the minimum education requirement
• Experience working within a Lean organization or leading Lean transformation programs at scale is beneficial
• Familiarity with customer lifecycle management and customer experience frameworks within a retail banking or cards environment is beneficial
• Ability to build a program or function from the ground up is beneficial
• Experience engaging with and influencing senior process owners and program sponsors at a global level is beneficial

Core Competencies

Demonstrates expertise in leading process re-engineering and operational improvement initiatives within the banking sector, with a strong focus on data analysis, stakeholder engagement, and team development. Proven ability to implement Lean principles and optimize customer experience frameworks in a complex, multinational environment.

Highest-signal resume keywords

• Process Re-Engineering
• Operational Improvement
• Data Analysis
• Team Leadership
• Lean Methodologies

ATS Optimization Keywords

Hard Skills

• Process Improvement
• Operational Data Analysis
• Project Planning
• Budget Management
• Cross-Functional Initiative Management
• Customer Experience Frameworks
• Lean Transformation
• Re-Engineering Methodologies
• Documentation Standards
• Stakeholder Engagement

Soft Skills

• Influencing Leaders
• Communication
• Team Development
• Problem Solving
• Presentation Skills

Certifications & Qualifications

• Master's Degree
• Bachelor's Degree

Industry Keywords

• Retail Banking
• Customer Lifecycle Management
• Operational Governance
• Risk Management
• Multinational Environment