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Head of Business Strategy & Operations/Chief of Staff, New York, New York

CategoryBusiness Strategy, Management & Administration
CountryUnited States
StateNew York
CityNew York
About US Consumer Bank:

The U.S. Consumer Bank organization delivers a wide array of banking, payments, lending and investment services to individual consumers and small businesses. Our products and services cover a wide range of client banking needs including credit cards, basic banking, mortgages and investment advisory services. To deliver on our brand promise, we must operate as a truly client-centric organization, driving a high tech, high touch experience for the full Citi relationship, particularly in the U.S. To do so, we have aligned our structure with our strategy, to ensure we win in the U.S., our largest market, and drive greater client-centricity across product, segment and geography.

About US Consumer Analytics (USCA):

The mandate for the US Consumer Analytics (USCA) team is to deliver best-in-class analytical insights, supported by near-real- or real-time data. The team's insights inform decisions for better addressing the needs of Citi's prospective and current customers, and internal operational functions. The team executes its mission by focusing on embedding sophisticated algorithms into software, bringing real-time insights to decisions makers fingertips, driving efficiencies with automation, developing advanced customer-level actionable intelligence, and developing and delivering system-wide technologies in partnership with other teams at Citi. As a critical partner across USCB in shaping the future of customer intelligence, much of the team's work has a change management component. In addition to innovating decision making for the US Consumer Bank, USCA also delivers business insights in the daily running of the firm and is deeply involved in data management responsibilities.

About this role:

The Head of Business Strategy and Operations/Chief of Staff will be a key member of the US Consumer Analytics leadership team and serve as a trusted advisor to the Head of US Consumer Analytics playing an integral role in creating and fostering a highly efficient and productive analytics organization.

This leader will be the lynchpin, orchestrator and key ambassador for the US Consumer Analytics team both internally and with key partner stakeholders, which encompasses more than 500 employees across the U.S. and India, providing analytical thought leadership and insights to all Consumer Bank lines of business in the United States. This leader will also be accountable for ensuring that our business and human capital strategies are aligned, executed and success measures are clearly defined and communicated throughout all layers of the organization.

This role will report directly to the Head of US Consumer Analytics and will lead a team of 20 employees whose purpose is to be the connective tissue across the organization and to help shape the cultural and organizational operating systems and routines. The team is responsible for:
  • Strategic Messaging; connecting all organizational-wide activities with the broader strategy so that our team and partners understand the pivotal role our work plays in driving impact,
  • Managing workforce/capacity and budget planning to remain agile, efficient, responsible, and that the team's work portfolio is focused on what's more important
  • Bringing innovative thought leadership to the organization on how we continue to grow and develop analytical thought leadership, and support the development of the team's technical and soft skills and capabilities
  • Leading horizontal program and project management so that we can deliver on our commitments as an organization; experience in multiple project management disciplines like agile methodology and waterfall a plus)

The ideal candidate will have a proven record of accomplishment in both inspiring and effecting change throughout complex and dynamic organizations. It is critical for this candidate to bring a strategic lens to and practical day-to-day delivery of operations as well as a passion building and developing diverse teams to lead a culture diversity of thought, experience and background.

Additional accountabilities:
  • Implement a highly efficient operating model for USCA spanning people, process and technology deployment to support broader USCB objectives
  • Maintain a horizontal view across USCA to serve as the orchestrator and connector for all efforts touching product lines and functions within USCB
  • Drive disciplined operating rhythm across every facet of the USCA member team based in various locations and multiple functional areas
  • Cultivate seamless connectivity with multiple functional areas, including Audit, Controls, Finance, HR, and Legal to ensure USCA operates in a highly efficient, disciplined manner and proactively mitigates operating risks
  • Partner closely with HR to assess needs and develop/deploy a learning curriculum to sharpen and advance the team's technical analytics and soft skills capabilities
  • Build and maintain strong partnerships with key stakeholders in US Consumer Bank: including Cards, Retail Bank, Digital, Marketing, Partnerships, and other key functional business teams, to drive transparency and optimal coordination for all efforts and commitments
  • Oversee and direct a critical function that inspires innovation throughout the organization and cross team connectivity, ensures appropriate resourcing to deliver timely, intelligent and actionable insights with an urgency to achieve outcomes, and a deep understanding of how insights will translate into action and outcomes
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

  • 11+ years of progressive experience in a people or operations function, preferably in financial services
  • Expertise in leading transformative change in complex, global and regulated organizations is required.
  • Proven success in shaping strategy and execution
  • Demonstrated ability to manage and lead a team, complex projects, processes, and relationships
  • Thought leadership and analytical mindset
  • Growth mindset and desire to work with a team who values learning
  • Knowledge of the financial services industry, data/analytics, and technology
  • Proven ability to work in high-pressure environments
  • Consistently demonstrate clear and concise written and verbal communication
  • Proven strategic planning and presentation skills
  • Proven ability to conduct research/analysis and organize findings

  • Bachelor's degree/University degree or equivalent experience
  • Master's degree preferred

Job Family Group:
Business Strategy, Management & Administration

Job Family:
Business Administration

Time Type:

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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EmployerHead of Business Strategy & Operations/Chief of Staff

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