Ops Sup Sr Manager Account Services

Citi is looking for a Senior Manager, Operations Support to lead a high-performing team and ensure the seamless delivery of operations support services across our commercial banking environment. In this role, you will drive operational excellence, uphold service quality standards, and play a pivotal part in shaping the processes and policies that underpin Citi's operations infrastructure. This is a senior leadership position offering significant scope to influence outcomes and contribute directly to the goals of a global financial institution.

Responsibilities

• Lead and manage a professional operations team by delegating tasks effectively, setting clear performance expectations, and maintaining appropriate staffing levels to meet business demands.
• Oversee the full performance management cycle for team members, including evaluations, compensation decisions, hiring, and disciplinary actions where required.
• Monitor team output quality and operational efficiency, identifying and addressing gaps through targeted training and development initiatives.
• Develop and manage departmental budgets and short-term resource plans, contributing to policy formation and continuous improvement of operational standards.
• Resolve complex, high-impact issues with sound judgement, drawing on deep knowledge of how operations functions integrate across the broader organization.
• Act as a subject matter expert for senior stakeholders, providing clear guidance on operational processes, client onboarding, and commercial liability requirements.
• Ensure compliance with applicable regulations and internal policies, maintaining transparency in identifying and escalating control issues while fostering a culture of accountability within the team.

Required Qualifications & Skills

• Between 6 and 10 years of experience in the financial services industry, with a strong foundation in operations or service delivery functions.
• Extensive knowledge of client onboarding processes, including the end-to-end workflows and controls that govern commercial client relationships.
• Working knowledge of commercial liability account opening and maintenance, as well as Anti-Money Laundering requirements and related compliance frameworks.
• Familiarity with tools and platforms used in commercial banking operations, including Know Your Customer systems, Workforce Management platforms, and commercial liability product administration.
• Demonstrated ability to manage competing priorities, meet deadlines, and adapt quickly to shifting requirements in a fast-paced environment.
• Strong organizational and time management capabilities, with the ability to operate with a high degree of autonomy and limited direct supervision.
• Clear and concise written and verbal communication skills, with the ability to engage credibly with senior stakeholders and cross-functional teams.

Beneficial Skills & Qualifications

• Background in commercial banking, with direct exposure to commercial liability products and client lifecycle management.
• Experience working with document management and banking operations platforms such as Systematics or similar core banking systems.
• Bachelor's degree or equivalent experience in a relevant field such as Business, Finance, or Operations Management.

What We Offer

At Citi, senior leaders are given the scope, tools, and environment to make a real impact. You will join a global organization where performance is valued, collaboration spans borders, and your leadership directly shapes team outcomes and client experiences.

• A hybrid working arrangement, with 3 days in the office and 2 days working remotely, providing structure alongside flexibility.
• Strategic leadership ownership with genuine influence over team performance, operational delivery, and departmental direction.
• Access to Citi's global learning and development resources, supporting your continued professional growth at a senior level.
• Wellbeing support and work-life balance programs designed to sustain long-term performance and personal effectiveness.
• Competitive financial wellbeing benefits befitting a senior management position at a leading global financial institution.
• The opportunity to work alongside experienced professionals across Citi's global operations network, broadening both your perspective and your impact.

Apply today to take ownership of a senior leadership role where your expertise in operations and commercial banking will shape the performance of a team and the quality-of-service Citi delivers to its clients.

The Operations Support Senior Manager leads and directs a team of data analysts in translating complex operational data into actionable dashboards, reporting suites, and insights for senior leadership, providing critical analytical support across multiple back-office lines of business within Account Services.

This role demands a leader with specialized expertise in Quality Control (QC) frameworks, workload management, and third-party (3P) vendor governance to ensure operational excellence and strict risk compliance. Crucially, the leader will champion the integration of artificial intelligence (AI) and advanced analytics to drive operational efficiencies, improve process effectiveness, and proactively influence long-term business strategy.

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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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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.