Head of Business Optimization and Innovation, Mortgage and Retail Lending

Role Mission & Summary:

As a key member of the Mortgage and Retail Lending leadership team, the Head of Business Optimization and Innovation will be responsible for driving efficiency, fostering innovation, and leading strategic transformation across the business. This influential leader will identify opportunities for process enhancement, champion digital capabilities, and ensure operational excellence. The role also encompasses the comprehensive management of the Project Management Office (PMO) to ensure the effective planning, execution, and delivery of all strategic initiatives, ultimately contributing to enhanced client experience, profitability, and market competitiveness.

Key Responsibilities:

Strategic Leadership & Business Optimization:

• Develop and execute a comprehensive strategy for business optimization and innovation, ensuring alignment with overall business objectives and growth targets for the Mortgage and Retail Lending division.

• Identify, prioritize, and lead transformative initiatives aimed at enhancing operational efficiency, reducing costs, and significantly improving the overall client experience.

• Drive the adoption of new technologies and digital capabilities to foster continuous innovation and maintain a strong competitive edge in the market.

• Establish clear performance goals and budgets for optimization and innovation initiatives, utilizing key performance metrics to measure progress and analyze outcomes.

Innovation & Digital Transformation:

• Champion digital transformation efforts across the business, including the strategic integration of advanced analytics, automation, artificial intelligence, and other emerging technologies into core business processes.

• Stay abreast of dynamic industry trends, emerging technologies, and shifts in the competitive landscape to proactively identify and capitalize on new opportunities for business innovation.

• Cultivate and promote a culture of continuous improvement, experimentation, and agile development across the organization to encourage creative problem-solving and innovative solutions.

Project Management Office (PMO) Leadership:

• Provide comprehensive oversight and strategic direction for the entire Project Management Office (PMO) function within the Mortgage and Retail Lending division.

• Establish, implement, and enforce robust project management methodologies, governance frameworks, and best practices to ensure consistency, accountability, and successful project outcomes across all strategic initiatives.

• Lead, mentor, and develop the PMO team, fostering a high-performance culture that aligns individual and team efforts with broader business goals.

• Proactively monitor the project portfolio, manage risks, optimize resource allocation, and provide regular, transparent reports on project status and performance to senior leadership.

Partnership & Collaboration:

• Collaborate extensively with key stakeholders and leaders across Sales, Sales Enablement, Product Development, Technology, and Fulfillment teams to ensure seamless execution and integration of optimization and innovation strategies.

• Align with other business unit leaders to identify opportunities for cross-functional process integration, synergy, and shared best practices across the broader organization.

Governance & Regulatory Compliance:

• Ensure that all business optimization and innovation initiatives are meticulously designed and implemented in full adherence to relevant regulatory requirements and stringent internal governance standards.

• Manage and prepare communications and presentations for internal and external audits related to business processes, project delivery, and compliance.

Qualifications & Experience:

Experience:

• 12-15+ years of progressive experience in business transformation, operations, innovation, or strategic project management roles within the financial services sector.

• Direct experience within the Mortgage and/or Retail Lending industry is strongly preferred.

Leadership:

• 10+ years of demonstrated experience in a leadership capacity, including successfully managing cross-functional teams and overseeing a Project Management Office (PMO) function.

• Proven ability to drive significant organizational change, build and scale high-performing teams, and foster a culture of talent development and retention.

Education:

• Bachelor's degree in Business Administration, Finance, Engineering, or a related quantitative field is required.

• An MBA or relevant advanced degree is highly desirable.

• Relevant Project Management certifications (e.g., PMP, Agile Scrum Master) are a strong advantage.

Skills:

• Deep expertise in business process optimization, digital transformation strategies, and innovation methodologies.

• Proven track record in managing a Project Management Office (PMO) and successfully delivering complex, strategic initiatives from inception to completion.

• Strong understanding of the mortgage and retail lending industry, including market dynamics, digital trends, and the regulatory landscape.

• Exceptional financial acumen, with demonstrated experience in P&L management and oversight of complex budgets for large-scale programs.

• Outstanding communication, executive presentation, and interpersonal skills, with a proven ability to influence stakeholders and build consensus at all organizational levels.

• Highly analytical and data-driven mindset, capable of leveraging insights to inform strategic decisions and drive continuous improvement.

• A visionary leader with the ability to inspire change, foster a culture of innovation, and instill a strong sense of accountability and excellence within the team and across the business.

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## Job Family Group:

Consumer Sales

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## Job Family:

Consumer Sales Support

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## Time Type:

Full time

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## Primary Location:

NC-CHARLOTTE (BALLANTYNE)

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## Primary Location Full Time Salary Range:

$170,000.00 - $300,000.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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## Most Relevant Skills

Please see the requirements listed above.

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## Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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## Anticipated Posting Close Date:

Aug 18, 2026

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## Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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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.

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