SMBF Services Production management are recruiting a Global lead of Services Business Control Centre (BCC) and Orion.

Our BCC ensures 24x7 best in class response to major technology events (planned or unplanned) impacting our Services business which consists of Digital Channels, Payments Processing, Core Banking, Liquidity, Data, Investor services, Issuers services, Trade and Working Capital). It enables the dynamic and swift response to triage situations due to their proximity and understanding of Services eco system. Such events typically require a multitude of experts spanning

1 application, technologies, business, ops, risk, regulatory and others partners. The goal to achieve industry best response, decision and outcome, concise expectation management and supporting client and regulatory reporting obligations.BCC also supports broader SMBF (Services, Markets, Banking and Functions) in respect of Cyber event response coordination to tackle urgent vulnerabilities in response to Citi, Vendor, Supplier of Client issues. As we further strengthen our services, there will be opportunities to increase valuable capabilities more broadly for SMBF.Orion provides 24x7 critical end to end service anomaly and response across circa 90+ critical flows, regulatory mandated Critical Business services (CBS) and a subset of Platinum Clients, it manages the swift direction to sub domain technical SMEs and or Ops partners for prompt attention / resolution. Recognized for supporting demonstrable improvements in client experience through reduced detection and response times.In this role you will partner closely with Global leads of Services Production, Development and Business, Ops stakeholders. Foster strong relationships with SMBF Prod leadership and central Citi Technology Infrastructure and enterprise incident management.Defining Services BCC and Orion strategy, supporting Citi and SMBF and Business goals. Delivering outcomes that support rapid recovery, reductions in client impact duration and continual improvement in client feedback.Maintain strong relationship with senior business / ops and technology stakeholders to garner support for strategy, share performance insights for the services provided. Maintain strong feedback loop for broader BCC services to SMBF, seek to improve and expand appropriate services as an enabler for ongoing improvementsEnsure adherence to Citi Enterprise policy and protocol as they relate to Major incident management and other related ITIL practicesBuild and maintain a strong awareness of key global regulatory obligations in respect of disruptive events and reporting requirements, stakeholder engagement and communication.Active leadership and stakeholder management during significant disruptive event management.Drive constant improvement in Services command and control, escalation and communication of major events including cyber event coordinationImprove readiness and response to enterprise / catastrophic events through tabletop/chaos training exercises throughout the yearSet and cascade objectives and performance measures for direct team and Services Production as whole in respect of major eventsResponsible for ensuring our services are appropriate, right placed and avoid duplication of already existing capabilitiesImprove engagement, training + awareness as it pertains BCC + Orion outcomesCulture carrier for the Enterprise Production Strategy, strategic tooling, analytics, automation and less human dependencies, partner and drive outcomes with Central SMBF + CTI teams.People management, including talent development, performance evaluation, reward and recognition.Process driven and experienced in varied Production Management disciplines (ITIL) with a track record of continual improvement.Previous relevant business domain experience preferable but not essentialDemonstrable track record driving sustainable, scalable strategic outcomes (organization and/or service transformation, solutions process/tools)Excellent interpersonal and communication skills with ability to influence and garner support with senior stakeholders and partners.Proven track record of exceptional relationship management (peers, stakeholders and senior management)Strong financial planning and cost discipline, with a track record of delivering efficiencyExceptional staff engagement and talent development.Applications Support Full time Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity reviewView Citis

EEO Policy Statement

and the

Know Your Rights

poster. #