Working at Citi is far more than just a job. A career with us means joining a team of approximately 219,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.
Vice President – USCC Operations Analytics (People Manager)
Shape the Future of Operations Excellence
Be a Problem Solver. Enable AI Transformation. Lead with Impact.
Job Description
Are you a results-oriented analytics leader with a passion for solving complex business problems and driving operational transformation through data, analytics, and AI?
Join the Analytics & Information Management (AIM) organization as a Vice President (C13) – USCC Operations Analytics, where you will play a pivotal role in driving operational excellence, productivity, risk management, and client experience across US Consumer & Commercial Banking (USCC) Operations.
This role sits at the intersection of business, analytics, and emerging AI technologies. You will partner closely with Operations leaders to understand strategic priorities, identify opportunities for improvement, and deliver measurable business outcomes through advanced analytics, automation, Generative AI, and Agentic AI solutions.
A critical success factor for this role is the ability to deeply understand operational challenges, translate them into structured analytics and AI opportunities, and drive execution from concept through implementation.
As a people manager, you will lead and develop a high-performing team of analytics professionals while fostering a culture of innovation, continuous improvement, and business impact.
Responsibilities
Business Partnership & Problem Solving
- Build strong partnerships with USCC Operations, Product, Risk, Compliance, Technology, and Operational Excellence teams
- Develop deep understanding of operational processes, customer journeys, controls, and business priorities
- Translate complex business challenges into actionable analytics and AI solutions
- Serve as a strategic advisor to Operations leadership on data-driven decision making
- Identify and prioritize opportunities to improve efficiency, productivity, quality, risk management, and customer experience
- Drive a fact-based culture through analytics, experimentation, and performance measurement
Analytics, AI & Transformation Delivery
- Lead delivery of advanced analytics, automation, and AI initiatives across USCC Operations
- Design and implement solutions leveraging Generative AI for knowledge management, document intelligence, workflow assistance, and employee productivity
- Drive the development and adoption of Agentic AI solutions to streamline operational workflows and enhance decision support
- Own end-to-end solution lifecycle, from problem definition and business case development through deployment and benefit realization
- Quantify and communicate business impact, including productivity improvements, cost savings, quality enhancements, and risk reduction
- Support transformation initiatives through analytics-driven insights and operational diagnostics
AI Enablement & Innovation
- Drive adoption of modern analytics and AI capabilities aligned to business priorities
- Apply Large Language Models (LLMs), retrieval-augmented generation (RAG), prompt engineering, and AI orchestration frameworks to solve business problems
- Partner with Technology and AI platform teams to scale and productionize solutions
- Promote responsible AI practices, governance standards, and model risk compliance
- Continuously evaluate emerging AI technologies and identify opportunities for operational application
Operational Analytics & Continuous Improvement
- Deliver actionable insights that drive measurable operational outcomes
- Develop performance measurement frameworks, operational scorecards, and predictive monitoring solutions
- Identify root causes, bottlenecks, and emerging risks through data-driven analysis
- Drive standardization, scalability, and reusability of analytical solutions and assets
- Balance multiple priorities while ensuring high-quality and predictable delivery
Stakeholder Management & Executive Communication
- Independently manage relationships with senior stakeholders across Operations and functional partners
- Translate complex analytical findings into clear business recommendations
- Present insights, opportunities, and transformation roadmaps to senior leadership
- Influence decision-making and promote adoption of analytics and AI-driven solutions
- Collaborate effectively across global and matrixed organizations
Team Leadership
- Lead, develop, and inspire a team of analytics and AI professionals (typically 15–30 members)
- Coach team members on analytical problem-solving, storytelling, business consulting, and AI applications
- Build organizational capability in advanced analytics, Generative AI, and operational intelligence
- Foster an environment of innovation, accountability, and continuous learning
- Develop future leaders and strengthen the AVP/Lead talent pipeline
- Establish high standards for stakeholder engagement, delivery excellence, and business impact
Qualifications
Experience
- 10–14 years of experience in Analytics, Data Science, Business Intelligence, Operational Analytics, or AI
- 3–6 years of people management experience leading high-performing teams
- Experience supporting Operations, Customer Service, Retail Banking, Consumer Banking, or Financial Services functions preferred
- Demonstrated success delivering analytics- and AI-driven business transformation initiatives
- Proven experience implementing production-scale Generative AI and/or Agentic AI solutions with measurable business outcomes
- Experience navigating enterprise environments with data privacy, model governance, regulatory, and operational risk considerations
Industry & Functional Knowledge
- Strong understanding of operations management, operational excellence, and process optimization
- Knowledge of Consumer Banking and Operations processes preferred
- Experience in customer servicing, transaction processing, fraud operations, disputes, collections, onboarding, or operational support functions is a plus
- Familiarity with Lean, Six Sigma, process reengineering, or operational transformation methodologies preferred
Analytical & Technical Skills
- Strong analytical thinking and structured problem-solving capabilities
- Expertise in statistical analysis, segmentation, forecasting, and predictive modeling
- Proficiency in SQL and Python (or equivalent analytical programming languages)
- Experience with visualization and BI platforms such as Tableau, Power BI, or similar tools
- Ability to combine analytical rigor with practical business application
AI & Data Skills (Critical)
- Hands-on experience with:
- Generative AI (LLMs, prompt engineering, embeddings, vector databases, RAG architectures)
- Agentic AI (workflow orchestration, multi-agent systems, task automation frameworks)
- Understanding of AI/ML development lifecycle and deployment architectures
- Experience integrating AI solutions into operational workflows
- Familiarity with cloud-based AI platforms and enterprise AI ecosystems preferred
Leadership & Professional Skills
- Exceptional ability to understand business challenges and translate them into scalable analytics and AI solutions
- Strong executive presence and stakeholder management skills
- Excellent communication, storytelling, and influencing abilities
- Proven success operating within complex global organizations
- High ownership mindset with strong focus on execution and outcomes
- Ability to lead through change and drive adoption of new capabilities
Education
- Bachelor's degree in Engineering, Mathematics, Statistics, Economics, Computer Science, Business Analytics, or a related quantitative field
- Master's degree (MBA, MS, or equivalent) preferred
Success Metrics
- Measurable operational impact through productivity gains, cost efficiencies, quality improvements, and risk reduction
- Business adoption and sustained utilization of analytics and AI solutions
- Enhanced operational performance and decision-making effectiveness
- Stakeholder satisfaction and strategic influence
- Team engagement, capability development, and leadership pipeline strength
- Quality, scalability, and timeliness of delivery
Why This Role Matters
USCC Operations is undergoing significant transformation driven by digitalization, automation, and AI. This role will be instrumental in helping the organization leverage data, analytics, and emerging AI technologies to reimagine how operational challenges are solved.
As a leader in Operations Analytics, you will influence strategic decisions, accelerate AI adoption, improve operational outcomes, and develop the next generation of analytics talent. This is a unique opportunity to drive meaningful business impact while shaping the future of AI-enabled operations.
-
Decision Management
-
Business Analysis
-
Full time
-
Please see the requirements listed above.
-
For complementary skills, please see above and/or contact the recruiter.
-
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.
