Head of Business Strategy & Operations/Chief of Staff

Role Overview

Citi is seeking a seasoned Director (C15) – Head of Business Execution to serve as the strategic execution partner to the Head of US Consumer Cards (USCC) Analytics & Pricing (A&P).

In this high-visibility leadership role, you will orchestrate strategic priorities, global workforce capacity, financial and expense discipline, risk and control governance, and executive operating cadences across a large footprint spanning the United States and India (AIM)

You will act as an essential catalyst for organizational transformation, bridging the gap between strategic vision and day-to-day execution. By establishing rigorous operational foundations, modernizing business rhythms, and optimizing resource allocation, you will empower a world-class analytics and pricing organization to accelerate data-driven growth, advance AI/ML capabilities, and maintain robust regulatory compliance.

Key Responsibilities

1\. Strategic Execution & Operating Cadence

• Partner closely with the Head of USCC Analytics & Pricing and the extended leadership team to define, articulate, and execute multi-year business strategies and operating plans.
• Establish and govern the central operating rhythm (Business Reviews, OKRs, Strategic KPIs, MBRs/QBRs) to monitor performance against strategic and operational commitments.
• Drive cross-functional strategic programs end-to-end, resolving operational bottlenecks, breaking down silos, and ensuring alignment across Cards product lines, risk, technology, finance, and marketing.

2\. Global Workforce Strategy, Capacity & Footprint Optimization

• Own strategic workforce planning, headcount governance, and organizational design across onshore (US) and offshore (India).
• Design and implement comprehensive capacity models to balance workload, optimize location strategy, and scale technical/analytical talent efficiently.
• Oversee partner/vendor resource strategies, statement of work (SOW) management, and managed services engagements to ensure high ROI and operational leverage.

3\. Financial Discipline & Expense Governance

• Direct overall financial planning and expense management for the organization in close coordination with Finance and HR partners.
• Drive the annual budgeting process, monthly financial forecasting, variance analysis, and productivity tracking across compensation, T&E, consulting, and infrastructure.
• Provide strategic oversight and governance over the technology investment portfolio and Technology Book of Work (BoW), partnering with Tech and A&P leads to prioritize funding allocations, track milestone delivery, assess business case ROI, and ensure technology spend directly accelerates core analytics and pricing capabilities.
• Establish robust cost-benefit frameworks to evaluate capital expenditures, software/tool investments, and out-of-budget requests, ensuring strict alignment with business priorities.

4\. Governance, Risk, Compliance & Controls (GRC)

• Lead activities for Business Application Ownership (BAO), Records Management (RMO), and Continuity of Business (COB) resilience strategies across US and India operations.

5\. Executive Communications & Stakeholder Alignment

• Author executive-grade briefings, board-level material, steering committee decks, and town hall narratives that clearly distill complex analytics and pricing performance into actionable business insights.
• Represent the USCC A&P organization across enterprise-wide forums, building trusted relationships with senior leaders across USCC, Marketing, and Technology.

6\. Organizational Effectiveness, Culture & Talent Enablement

• Champion culture transformation, employee engagement, diversity, and recognition initiatives across distributed global teams.
• Oversee talent development strategies, technical upskilling (e.g., modern analytics, GenAI adoption, cloud data platforms), and leadership pipeline health in partnership with HR.

Required Qualifications & Competencies

• Experience & Background:
• 15+ years of progressive experience in business execution, Chief of Staff/COO functions, strategic planning, or operational leadership within global financial services or tier-1 management consulting.
• Demonstrated experience operating at a Director (C15 or equivalent peer-firm) level within a large, matrixed, global institution.

• Scale & Global Footprint:
• Proven track record governing large-scale, cross-border organizations across the US and offshore delivery centers (e.g., India/Costa Rica).

• Financial & Operational Acumen:
• Advanced competency in workforce capacity modeling, zero-based budgeting, expense governance, and productivity tracking for large analytical or technology organizations.

• Executive Communication:
• Superior executive presence with exceptional written, visual, and verbal storytelling skills tailored for C-suite, Board of Directors, and regulatory stakeholders.

• Risk & Control Fluency:
• Strong understanding of financial services regulatory frameworks, risk governance, operational resilience, and audit remediation processes.

• Leadership & Influence:
• High emotional intelligence (EQ) with demonstrated mastery in influencing senior executives, driving cultural alignment, and leading through change without direct operational authority.

Preferred / Beneficial Qualifications

• Direct domain knowledge of Consumer Credit Cards, Lending, or Advanced Analytics / Pricing / Decision Sciences organizations.
• Practical experience driving digital transformation, workflow automation, or GenAI-assisted operational efficiency programs.
• Advanced degree (MBA, Master’s in Finance, Economics, Operations, or related field) preferred.

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## Job Family Group:

Business Strategy, Management & Administration

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## Job Family:

Business Execution & Administration

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## Time Type:

Full time

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## Primary Location:

New York New York United States

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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:

Sep 25, 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.

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 review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.