Head of Workflow Platforms Director

The Head of Workflow Platforms is a senior management‑level leadership role responsible for driving large‑scale workflow Operations transformation and platform modernization initiatives.
This leader will oversee a broad organization of Product Management and Process Management professionals, setting product strategy, defining multi‑year roadmaps, and ensuring strong alignment to business outcomes, operational efficiency, and risk management objectives. The role combines strategic leadership, execution oversight, and governance across a complex and evolving technology landscape.
Responsibilities

Lead and manage a team of product and process professionals responsible for Core Operations workflow platforms, communication platforms, Disputes processes, Entitlements processes, and network management
Define and execute multi‑year workflow platform strategies aligned with enterprise priorities, including transformation and modernization initiatives
Own and drive the end‑to‑end product lifecycle across legacy and next‑generation platforms, ensuring seamless integration, scalability, and sustainability to maximize business value and operational effectiveness
Act as the primary business decision‑maker and partner with Core Operations, Fraud Operations, Customer Service, Technology, Engineering, Network Management, Entitlements and Second Line of Defense (2LOD) stakeholders
Oversee budget planning, financial management, and investment prioritization across the platform portfolios
Drive adoption, operational readiness, and change management to ensure successful implementation of new platforms and capabilities
Identify industry trends, emerging technologies (including Gen AI), risks, Regulation changes (including Reg E and Z), and opportunities to inform platform strategy and maintain competitive advantage
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, its clients, and assets
Escalate, manage, and report control issues with transparency
Qualifications

15+ years of relevant experience, to include people management experience
Experience with banking and credit card products
Working knowledge of the different systems, theories, and practices relevant to a function as well as practical experience of multiple business cycles
In‑depth knowledge of competitor products/services and industry best practices
Working knowledge of strategic direction of the Operations function within a Retail and Credit business as well as a practical grounding in the technical product management function and/or area of expertise
Ability to develop strategy, gather resources, and inspire a diverse set of individuals
Consistently demonstrates clear and concise written and verbal communication
Demonstrated negotiation skills
Education

Bachelor’s degree in business administration, Finance, Marketing, specialized analytics, or related discipline
Master’s degree preferred
Compensation and Benefits

Primary 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 and 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.
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.

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