Citi

Services Production Management – Business Control Centre, Global Lead – Director

Citi

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Senior

About the role

  • 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.
  • 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.
  • 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.
  • 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.
  • Set and cascade objectives and performance measures for your global direct team and those relevant to the broader Services Production organization.

Requirements

  • 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.
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
crisis managementincident managementorganizational transformationfinancial planningcost disciplinecontinuous improvementstakeholder communicationperformance measurementautomationtabletop training
Soft Skills
leadershiprelationship managementstaff engagementtalent developmentinfluencingcommunicationstrategic thinkingcollaborationadaptabilityproblem-solving