Global Head of Acquisition & Servicing

Citi - New York, NY3.9

Full-timeEstimated: $120,000 - $160,000 a year
Primary Location: United States,New York,New York
Education: Bachelor's Degree
Job Function: Bus Strategy, Planning & Admin
Schedule: Full-time
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 25 % of the Time
Job ID: 18066211


About Citi
Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. The core activities include safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients. With 200 years of experience helping our clients meet the world's toughest challenges and adopt its greatest opportunities, Citi is the global bank – an institution connecting millions of people across hundreds of countries and cities.
Citi’s Global Consumer Bank is building a purpose-driven team to serve its globally diverse, digitally forward customers in top cities around the world. It has a unique opportunity to leverage its global consumer relationships, state of the art technology and a leading consumer banking position to serve content and deliver true customer value in a targeted and impactful way. Citi is optimizing the business relationship structure to realize a fully integrated global delivery model with technology at its core, where sales, marketing content and product all work in concert to deliver on the cross platform goals of the company to deliver a remarkable customer experience.
Operating in Citi’s Global Consumer Bank, the Global Retail Banking & Consumer Lending team is tasked with creating speed, synergy and scale to drive sustainable profitability across our GCB franchise. Reporting to the Head of Global Retail Banking & Consumer Lending, the Global Head of Acquisition & Servicing position is responsible for driving business strategy, understanding core processes and playing an integral role in managing operations across all businesses. The position is responsible for driving high performance in the organization, partnering across products, regions and functions to ensure alignment and progression of strategic priorities. The role will be particularly focused in two areas:
Shepherding high-priority global programs, including key workstreams and projects around operational excellence, acquisition and servicing capabilities and end-to-end client journeys globally
Driving distribution capabilities across our global network, including Global ATM program and Citishare

Key Responsibilities include:
Driving high-priority global programs and projects around operational excellence – creating true project management discipline to be leveraged for critical strategic and tactical execution of major initiatives on behalf of GRB&CL
Delivering improvements in operational processes across legacy siloes – including but not limited to KYC / AML processes, sales practices and acquisition / servicing capabilities in end-to-end client experiences – in partnership with regional product teams, Operation, Technology and Global Functions
Helping manage strategy for Global ATM channel and work across local business teams to build plans for future and ensure progress made towards strategic initiatives and issues across all markets
Partnering well with product, region and function teams to ensure strategic priorities are progressed and creating value for our clients


15+ years of experience in consumer financial services, preferably in retail and/or mortgage industries.
MBA or Advanced Degree is strongly desired; Bachelor’s Degree required
Deep understanding of the changing economics and operational capabilities of the Consumer business, combined with knowledge of the consumer financial business models
Business manager mind set, with proven track record of results
Strategic and project management capabilities coupled with strong analytic and financial acumen
Strong track record of achievement in applying a customer mind set to shape solutions and approaches and to realize marketplace potential/achieve financial goals
Demonstrated ability to synthesize information, prioritize business goals and drive results with a high sense of urgency
Able to capture market share through relentless focus on managing costs and improving operating quality and efficiencies
Able to drive operating and culture change, with long-term vision and leadership stamina to maintain course within a constantly changing environment
Ability to conduct research, synthesize information, prioritize goals and drive a sense of urgency
Ability to drive effective communication and decision making processes

Desired leadership attributes for this position are:
Customer Advocate: Bring the customer voice to all projects and ensure we are delivering experiences that are both right for the customer and business
Influencer: Operate in a lean environment and be able to persuasively rally teams, often with different needs and demands, around strategic priorities
Collaborative Partner: Partner across businesses and silos, engaging in constructive dialogue and respecting unique perspectives in order to harness insights and develop solutions that are best for the customer and align to Citi’s mission
Talent: Build strong team by creating a culture of meritocracy and transparency, and celebrating excellence, initiative and courage
Data-driven Mindset: Anchor decisions in analytics and drive accountability of the customer experience through data and metrics
Commercial Mindset: Deliver results through high standards performance objectives on global programs, with clear path forward for ethical and sustainable results. Ensure systematically responsible outcomes while driving performance and balancing short and long term risk
Curious and Courageous: Demonstrate an appetite to learn new things. Takes initiative and is not afraid to go against popular opinion
Determination: Achievement oriented and optimistic about what can be. Can persevere in the face of setbacks. Seeks high levels of activity and thrives in a fast-paced environment. Demonstrates a fierce commitment to challenging goals and a strong bias for action