Citi Mortgage & Production Support QA Leader in Jacksonville, Florida

  • Primary Location: United States,Florida,Jacksonville

  • Other Location: United States,Texas,Irving

  • Education: Bachelor's Degree

  • Job Function: Technology

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 18046044


Testing Quality Assurance (QA)

Testing Group Manager

Title: Mortgage & Production Support QA Leader

C-Level: C14

Primary Location: Jacksonville, FL

Secondary Location: Irving, TX

Brief Description of the Organization

Citi’s Global Consumer Bank (GCB) is building a purpose-driven team to serve its globally diverse, digitally forward customers in top cities around the world. We’re looking for exceptional candidates who think digitally and differently, resolve problems in unconventional ways and strive to provide a remarkable experience for our clients. We define success by our Citi Leadership Standards: Develops our People, Drives Value for Clients, Works as a Partner, Champions Progress, Lives our Values and Delivers Results.

Citi’s Global Consumer Technology (GCT) organization serves the GCB global suite of products providing a full range of innovative and comprehensive set of services. Our businesses also offer industry-leading advanced technology, a strong worldwide presence and a powerful global franchise.

Overview of the Role:

The role will report to the GCT Head of NTQA (North American Testing & Quality Assurance). The role is accountable for leading the Mortgage NTQA Team with associated responsibilities in planning, directing, coordination and support of the day-to-day activities of this function. The role holder will also ensure consistent oversight, delivery and reporting on the complete GCT NAM Book of Work for the Mortgage LOB and Global Services projects in relation to Testing and identify productivity opportunity and drive towards Best in Class QA. This role requires proactively identifying and implementing actions that ensure initiatives are delivered at a high quality, on time and on budget. This implies that this role is accountable for orchestrating a consistent transformation across the Mortgage LOB. The ideal candidate will be a senior-level technology professional and be a visionary leader in engineering/technology who will drive priorities while balancing risks. The candidate must be able to solve complex problems and work through roadblocks. Big delivery experience as well as technical and functional expertise in a Financial Services / Mortgage environment with a willingness to ‘roll-up sleeves’ are a must. Being able to partner with the business, development and create effective solutions for strategic initiatives with innovation and Forward Compatibility are essential.

Objectives of the Role:

  • Responsible for Testing & QA activities for the NTQA Mortgage space

  • Management of Testing Team consisting of 170 resources

  • Improve Quality of Testing procedures and Management of multiple Testing environments

  • Drive the strategic focus for testing including functional testing, system integration testing and resiliency testing.

  • Interface with Test Managers on Capacity Testing and Planning

  • Manage Black box testing with some Gray box and White box focus.

  • Interact with other external test organizations to perform end-to-end testing

  • Identification and/or implementation of testing process improvements and the employment of automation in testing

  • Responsible for strategic program oversight and reporting and significant contribution to future strategy of the group including Test Project management, technical leadership, audits, check points, and other requirements

  • Ensure Software Development Lifecycle (SDLC) Methodology and Practices and ensure Testing & QA principles are maintained, delivered and applied across the Consumer Technology organization in compliance with corporate policy and best-practice standards

  • Produce monthly reports and metrics on team performance, impacts and improvements to organization

  • Coordination of Requirements walkthroughs to ensure that they are clear, concise and testable

  • Leading and having accountability for the development and execution against Test Plans and Test Scripts (ensuring traceability from the Test Scripts back to the Requirements and Design)

  • Drive process standardization with consistent measures of progress, quality, benefits across the Mortgage space to continue our drive towards a client centric organization creating product model principles

  • Improve timeliness in decision making across teams and escalate potential roadblocks, including developing a forward looking view of critical interdependencies and critical risks, identifying mitigation actions and identifying issues to escalate for Senior Management decision making

  • Improve our interaction model and provide greater clarity and accountability between teams

  • Ability to understand end to end functional needs for Mortgage products such as deposit products, payments and associated regulations/reporting needs for developing a functional solution for various transformational projects

  • Support across multiple time-zones and geographies, working with vendors across Citi

  • Experience in Scrum, Test Driven Development, Model based testing planning, API level testing, Service Virtualization and waterfall methodologies

  • Execution/Delivery experience of large transformation projects. Skills and Work Activities that support these responsibilities include:

  • Engage in innovative problem solving activities, requiring conceptual thinking as they will be responsible for creating 'out of the box' solutions with prototypes and pilots. Certain proposals will involve extensive involvement in all phases - cost & benefit analysis of in-house vs out souring, timeline, expenses associated to initial outlay, cost of customization and cost to run and speed to market.

  • Establish and build relationships and partnerships across business, technology and operations

  • Drive successful performance management, talent management and communications

  • Demonstrated experience managing multiple work streams

  • Identify and drive resolution of issues, including those outside established programs of work

  • Collaborate with stakeholders to ensure program scope definition meets business objectives

  • Manage the identification of risks which impact program delivery and ensure mitigation strategies are developed and executed when necessary

  • Exercise control over budget, policy formulation and planning and significant contribution to future strategy


  • 10+ years of progressive technology leadership experience in the financial industry or a related field with a strong understanding/focus on Mortgage Banking

  • Bachelor degree in computer science, information technology, software engineering or a related field; Master’s degree preferred

  • Delivery of high-quality strategic large-scale projects/releases

  • Experience with metrics based process improvements

  • Hands-on knowledge of Testing & QA practices, principles, and tool-sets

  • Manage the identification of risks which impact program delivery and ensure mitigation strategies are developed and executed when necessary

  • Successful track record as a change leader in a large and complex environment

  • Demonstrated ability to take an organization from a perspective of legacy technology to a position of industry leading technology innovation

  • Possess a track record of transforming a business through strong execution and delivery

  • Experience running or creating a scrum methodology that is deeply ingrained in the fabric of a large scale technology function

  • Strong talent focus and ability to successfully recruit and develop experts from leading organizations

  • Ability to engage and influence stakeholders at all levels within an organization, from the most technical engineer to the savviest business / executive leader

  • Possess uncompromising ethics, unwavering integrity and understanding of risk & regulatory process, as well as outstanding communications and interpersonal skills

  • Familiarity with the major line of business activities within Mortgage Banking. Broad financial expertise with knowledge of financial and economic fundamentals, and business policies, products, processes, systems and roles

  • Flexibility with travel

  • Great at mentoring, coaching as well as being a diversity champion

  • Dynamic, engaging style with excellent written and oral communication across different audiences

  • Strong analytical, strategic thinking and communication skills - must have ability to synthesize, develop and present clear and concise recommendations

  • Collaborative and team player, ensuring overall business success

  • Exceptional influencing skills with sound judgment and decision making skills