Job Description

  • Responsible for driving business initiatives and interpreting business metrics
  • Implement and ensure adherence to all audit, compliance and governance controls
  • Consistently reach aggressive business-defined performance indicators with urgency and commitment
  • Lead regional project teams and critically evaluate current processes for improvement
  • Serve as role model in a culture of accountability, integrity and respect
  • Develop improvements to processes and governance that would increase speed to market and improve efficiencies globally
  • Provides senior management communications to ensure situational awareness of significant planned and/or unplanned service disruptions
  • Partner with Global Control and Reporting to create an expense plan, tracking and reporting variables
  • Identify and create Key Performance targets
  • Manage global IVR efforts against KPI's and financial benchmarks
  • Applies broad and comprehensive understanding in multiple functional areas as well as underlying business principles.
  • Responsible for performance management and employee development
  • Lead a team of Project Managers in all tactical and strategic initiatives
  • Manage budget, expense planning and KPI performance for NA and international teams, including Call Containment, Resolution, IVR NPS, expense save targets

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


Citi won't discriminate against anyone for discussing pay, but those with access to pay data in their work can't disclose it unless responding to complaints/investigations or legal requirements.

Application Instructions

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