Process Re-Engineering & Operational Excellence Senior Vice President

Single PositionExplore a Career With UsView All JobsHybridProcess Re-Engineering & Operational Excellence Senior Vice PresidentOFALLON, Missouri, United States of America +3 moreApply NowFind out how well you match with this jobUpload your resumeJob descriptionJob ID26978807Date posted07/16/2026DepartmentBusiness Strategy, Management & AdministrationCiti is looking for a Process Re-Engineering & Operational Excellence Senior Vice President, to lead the strategic programs designed to transform the customer experience for Citi's Retail and Cards customers.  This role will manage a team of 10 professionals and a broad portfolio of process, business, and technology improvement initiatives, driving measurable reductions in customer complaints and operational inefficiencies. This is a high-visibility role where your decisions will directly shape how millions of customers interact with Citi's products and services.ResponsibilitiesLead and manage a portfolio of process re-engineering and operational improvement projects across Citi's Retail and Cards businesses, ensuring each initiative delivers measurable efficiency gains and customer experience improvements.Develop and execute programs to reduce customer complaints, optimize key operational processes such as dispute resolution, and embed sustainable improvements across Core Operations.Manage and develop a team who monitors and analyses data such as customer complaint trends, translating data insights into actionable feedback for operational teams.Analyze operational and customer experience data to identify process improvement opportunities, build compelling narratives from that data, and present findings to senior stakeholders to drive decision-making.Shape large-scale re-engineering programs by defining robust business cases, gaining senior stakeholder buy-in, and forming cross-functional project teams to deliver against agreed objectives.Partner with Senior Operations Managers, Legal, Risk, and Technology teams to align improvement initiatives with broader business investments and ensure organization-wide adoption.Maintain rigorous governance across all programs, including project plans, financial tracking, control points, and executive-level communications to impacted business areas.Ensure compliance with applicable policies and regulations in all decision-making, maintain high standards of risk awareness and escalating control issues with transparency.Required Qualifications & Skills10 or more years of experience in banking, with demonstrated capability in leading operational or process improvement functions within a complex, multinational environment.Proven ability to analyze and interpret operational data, translating findings into clear, actionable insights that influence senior stakeholders and drive program outcomes.Track record of managing cross-functional initiatives, influencing leaders and teams outside of direct reporting lines across functions such as operations, technology, legal, and risk.Hands-on experience delivering process re-engineering programs, with working knowledge of Lean principles, re-engineering methodologies, and associated toolsets.Strong people management capability, including experience leading, developing, and evaluating teams, managing budgets, and making resourcing and performance decisions.Excellent project planning skills, with the ability to manage multiple concurrent workstreams, maintain documentation standards, and deliver against deadlines in a fast-paced environment.Clear and confident communicator at all levels, with the ability to present complex information concisely to senior leadership and engage diverse stakeholders across business lines.Beneficial Skills & QualificationsMaster's degree in a relevant discipline, complementing a Bachelor's or University degree as the minimum education requirement.Experience working within a Lean organization or leading Lean transformation programs at scale.Familiarity with customer lifecycle...