Citi Servicing – Assisted Channels Development Tech Head 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, 25 % of the Time

  • Job ID: 18046221


NAM Applications Development & Maintenance(ADM)

Apps Development Sr Group Mgr

Title: Servicing – Assisted Channels Development Tech Head

C-Level: C15

Primary Location: Jacksonville, FL

Secondary Location: Irving, TX

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

This role will be responsible for leading the ADM (Application Development and Maintenance) Assisted Channels function within the NAM Technology Organization. The role will report to the GCT Head of NAM ADM.

The role is accountable for delivering Strategic Transformation Initiatives for the Retail Servicing Areas. 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 business, technology, operations and channels.

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, capital allocations, and change complexities throughout the enterprise. 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 environment with a willingness to ‘roll-up sleeves’ are a must. Being able to partner with the business and create effective solutions for strategic Bank initiatives with innovation and Forward Compatibility are essential.

  • Act as an end to end solution provider for allAssisted Channels applications across NAM.

  • Hands on engineer that leads by example increating a culture that constantly seeks out solutions that improve ourservicing experience

  • Deep background in operations functions. Stays in touch with trends in servicing channelsincluding chat, AI and bots. Drivesservicing innovation and brings forward ideas that will help enrich customerand representative experience

  • History of driving down handle time in servicecenters by partnering with operations

  • Drove up customer satisfaction scores bypartnering with operations to deliver service improvement

Objectives of the Role

  • Ensure delivery of required productcapabilities on schedule with quality, leveraging Citi delivery methodology

  • Drive process standardization with consistent measuresof progress, quality, benefits across all teams to continue our drive towards aclient centric organization creating product model principles

  • Define and mobilize proper governance toevaluate, approve, prioritize and track transformational initiatives

  • Ensure rigor in planning with regards and notlimited to resourcing, testing, budget, critical path identification and risks

  • Improve timeliness in decision making acrossteams and escalate potential roadblocks, including developing a forward lookingview of critical interdependencies and critical risks, identifying mitigationactions and identifying issues to escalate for Senior Management decisionmaking

  • Continue to leverage and ensure alignment withthe Cross Product Architecture, Testing and Integration groups

  • Drive disciplines in the area of Financials,SDLC and Program Management in order to have repeatable, high quality andon-time delivery.

  • Improve our interaction model and providegreater clarity and accountability between project teams.

  • Accountable defining the appropriatedevelopment method (ex: agile) and driving out this methodology that allows ourcustomers to realize benefits quickly.

  • Focus on culture, communication and alignmentacross all teams.

  • Coordinate solutions across NAM Technology –ensure appropriate integration of functions to meet goals; define necessarysystem enhancements to deploy new products and process enhancements

  • Demonstrate strong knowledge of InformationSecurity and Authentication processes to design secure and multi factorauthentication processes to design solutions for logging and protecting NAM systemsfrom mal attacks and fraud

  • Ability to understand end to end functionalneeds for Consumer Bank in support of developing a functional solution for varioustransformational projects

  • Capable of eliciting user requirements/storiesand understand impacts against book of work as well as other programs in flightand put necessary mitigation steps

  • Manage Capability streams, Testing,Business/Operations, Architecture and Other execution streams such as vendors,technology development/modernization and Dev Ops Understand strategy as well astactical needs and jointly set priority. Communicate schedule and progressagainst target delivery dates

  • Develop innovative solutions focused onimproving customer experience, reducing cost and accelerating time to marketwhile being fully compliant with risk, compliance and regulatory policies of NAMand Citi globally

  • Apply appropriate development methodologiesfor legacy and next generation software

  • Supportacross multiple time-zones and geographies, working with vendors, NAMand across Citi globally

  • Experience in Scrum, Test Driven Developmentand waterfall methodologies

  • Execution/Delivery experience of largetransformation programs

  • Experience in API/Micro-Services design

  • Experience in Cloud Public and Private

  • Experience in Tokenization and Management ofCloud based solutions

  • Support our Talent Management and Mobilitystrategy

Skills and Work Activities that support these responsibilities include:

  • Provide senior leadership andadvice/counsel on large-scale strategic initiatives and act as therepresentative on senior executive working groups

  • Engage in innovative problem solvingactivities, requiring conceptual thinking as they will be responsible forcreating 'out of the box' solutions with prototypes and pilots. Certainproposals will involve extensive involvement in all phases - cost & benefitanalysis of in-house vs outsourcing, timeline, expenses associated to initialoutlay, cost of customization and cost to run and speed to market.

  • Develop and implement best-in-classprocesses, metrics, and practices

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

  • Champion an inclusive and diverse globalmindset to attract, develop and advocate a deep and diverse talent pool withinthe organization that includes effective coaching and development.

  • Drive successful performancemanagement, talent management and communications

  • Demonstrated experience managingmultiple work streams

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

  • Collaborate with stakeholders toensure program scope definition meets business objectives

  • Manage the identification of riskswhich impact program delivery and ensure mitigation strategies are developedand executed when necessary

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


  • 15+ years of progressivesenior technology leadership experience in the financial industry or a relatedfield with a strong understanding/focus on Consumer Banking

  • Experience leadinglarge-scale transformation Programs at multinational financial institutions,driving Governance and Delivery Excellence processes

  • Bachelordegree in computer science, information technology, software engineering or arelated field; Master’s degree preferred

  • Delivery of high-qualitystrategic large-scale projects/releases

  • Experience running anapplication development organization

  • Roundedknowledge of all aspects of the technology stack in a large scale, complexorganization is critical. Experience and knowledge in both distributed andmainframe systems are preferred

  • Successfultrack record as a change leader in a large and complex environment

  • Demonstratedability to take an organization from a perspective of legacy technology to aposition of industry leading technology innovation

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

  • Experiencerunning or creating agile methodology that is deeply ingrained in the fabric ofa large scale technology function

  • Strongtalent focus and ability to successfully recruit and develop experts fromleading organizations

  • Abilityto communicate a compelling vision and inspire others to deliver on anambitious, complex, roadmap

  • Abilityto engage and influence stakeholders at all levels within an organization, fromthe most technical engineer to the most savvy business / executive leader

  • Possessuncompromising ethics, unwavering integrity and understanding of risk &regulatory process, as well as outstanding communications and interpersonalskills

  • Familiaritywith the major line of business activities within Global Consumer Technology.Broad financial expertise with knowledge of corporate affairs, financial andeconomic fundamentals, and business policies, products, processes, systems androles

  • Flexibility with travel

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

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

  • Strong analytical, strategic thinkingand communication skills - must have ability to synthesize, develop and presentclear and concise recommendations

  • Collaborative and team player,ensuring overall business success

  • Exceptional influencing skills withsound judgment and decision making skills