Citi Chief Administrative Officer & Head of Product Assurance, Client Insights & Actions and Operations Development in Florence, Kentucky

  • Primary Location: United States,Kentucky,Florence

  • Other Location: United States,Arizona,Tucson; United States,Delaware,Wilmington; United States,Florida,Jacksonville; United States,Texas,Irving

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 25 % of the Time

  • Job ID: 17065981


The Office of the CAO reports directly to Chief Operating Officer of Branded Cards and works directly with the Operations & Technology (O&T) Administration to ensure that all O&T commitments, both internally and externally, are met/exceeded. To this end, the CAO is accountable for monthly operational reporting, metrics, communications, weekly and quarterly senior meetings, Branded Cards O&T strategic initiatives, and Product Assurance, Client Insights and Actions, and Operations Development The role is responsible for a direct budget of $45 mm and shared expenses is $800 mm.

  • Serve as the Chief of Staff to the Branded Cards Operations Functions , handling all necessary support and routines including goal planning, scorecard performance monitoring, executive reporting, team alignment and various staff functions. Ensure critical business programs are effectively planned, monitored and driven while escalating and addressing key risks.

  • Lead Product Assurance Function which performs User Acceptance testing across multiple business lines including Branded Cards, Retail Services, and Retail Bank.

  • Lead Client Insights and Actions team providing key client experience analytics (NICE/NPS) to all North America lines of business including Branded Cards, Retail Services, Retail Bank and Mortgage.

  • Lead Operations Development team that manages Desktop changes for multiple lines of business, along with Kana and G360 Changes, Palette Strategies, Desktop Requirement Writers, Association management and NICE Administration

  • Maintain a governance structure that enables the effective implementation of Card and Global strategies, monitors and drives performance against functional goals

  • Support the Branded Cards Operating Functional Head and respective Operating Function Leaders as required

  • Lead efforts to drive efficiency and consistency with Operations Project Management

  • Collaborate and interface with senior NA Line of Business, Function and Region Operations leaders, Global Business Units, Information Technology, Risk Management, Business Performance and Analytics and Global Consumer Strategy groups to develop and execute effective function strategies

  • Monitor business activities, product launches and technology requests that could interfere with or threaten the strategic direction of the managed functions.

  • Coordinate demand management and prioritization for Branded Cards

  • Collaborate with Business Performance and Analytics Team (BP&A) and Finance to develop and monitor key performance indicators

  • Responsible for annual goal setting, performance management, succession planning and career development for a team of 280 employees.

  • This position can be located at any Consumer O&T site

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission and Value Proposition at explains what we do and Citi Leadership Standards at explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.


  • Bachelor’s degree or equivalent combination of education/experience, MBA an asset

  • 10+ years of experience in financial services with 5+ years in a senior role

  • Ability to lead, motivate and influence others; negotiates and influences at senior levels

  • Ability to bring forth forward compatible ideas and drive change across a broad range of stakeholders

  • Strategic, critical, franchise thinker with a passion to transform the business

  • Expertise in strategy development with a demonstrated ability to support the achievement of strategic and financial results

  • Strong sense of accountability, decisiveness and sound work ethic

  • Excellent organizational, project/program management skills with proven experience driving large, dynamic programs with a sense of urgency

  • High level of confidentiality and integrity

  • Understanding of mobile/online/digital landscape, technology and capabilities

  • Strong written and verbal communications skills with the ability to interact effectively with people at all levels within the organization

  • Sound awareness of business policies, process, structure and applications across NAM and Global Consumer

  • Sound industry knowledge of all functional operations

  • Ability to operate in a highly matrixed and ambiguous environment, handle conflicting priorities and problem-solving skills

  • Ability to influence, create support and buy-in across a wide range of stakeholders; creating a strong network of relationships among peers, internal partners, external constituencies, senior decision makers and stakeholders