Services 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 who coordinate 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 depends on multiple applications, technologies, teams and stakeholders, requiring swift response, coordination, triage and resolution. What you’ll do; 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, drive adoption of Gen AI capabilities to support modern working practices with least human intervention. Relationship Management & 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 more significant disruptive events. Operational Excellence & Compliance: Ensure adherence to Citi Enterprise policies and protocols, incl. 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 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 Experienced 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. Past experience in Production Support, Incident Management and/or Payments processing area desirable but not essential. What we can offer you: This is a role that'll offer you the opportunity to build a broad and in-depth knowledge of Services key business domains, largely dominated by rapidly growing Payments processing. Every day there will be new challenges and opportunities to help you develop new skills and foster relationships that can drive your career. We work hard to have a positive financial and social impact on the communities we serve. In turn, we put our employees first and provide the best-in-class benefits they need to be well, live well and save well. By joining Citi London, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed), and enjoy a whole host of additional benefits such as: Generous holiday allowance starting at 27 days plus bank holidays; increasing with tenure A discretional annual performance related bonus Private medical insurance packages to suit your personal circumstances Employee Assistance Program Pension Plan Paid Parental Leave Special discounts for employees, family, and friends Access to an array of learning and development resources Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive. Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

Job Family Group: Technology

Job Family: Applications Support

Time Type: Full time

Most Relevant Skills Please see the requirements listed above.

Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.

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