Production Management Global Support Lead - Director

Citi is a world-leading global bank. We have approximately 200 million customer accounts and a presence in more than 160 countries and jurisdictions worldwide. We provide consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. We enable clients to achieve their strategic financial objectives by providing them with cutting-edge ideas, best-in-class products and solutions, and unparalleled access to capital and liquidity.

Engineer the future of global finance. At Citi, our Tech team doesnt just support finance – we are helping to redefine it. Every day, $5 trillion crosses through our network. We do business in 180+ countries operating at a scale few can match. From deploying advanced AI to helping shape global markets, we build systems that matter. Look to join a team where your work helps influence economies, your ideas can drive innovation and outcomes, and your growth is backed by mentorship, continuous learning and flexibility with potential hybrid work opportunities. Help solve real-world challenges that touch millions and get the opportunity to build the future of finance with Citi Tech.

The Production Management Global Support Lead is a Senior Manager position within SMBF Services Production Management, specifically for the Trade and Working Capital Solutions (TWCS) business area. This role is critical to the Services Client Experience, focusing on leading Global Production teams with a strong emphasis on continuous improvement and fostering a culture of highly resilient, engineering-led outcomes. The successful candidate will possess a deep understanding of Production management practices, including Operational, Resiliency & Recoverability, Change + Release Transition, Risk Management, SRE, and SDLC (Waterfall / Agile). The role also involves contributing to the broader Services and SMBF strategy, improvement initiatives, employee engagement, talent development, diversity, and inclusion.

Key Responsibilities

Stability & Resiliency: Maintain high levels of stability, resiliency, and prevention for TWCS services, actively participating in and guiding incident recovery.

Collaboration: Work with senior management across technology, operations, and business teams to develop actionable outcomes for Production.

Change Readiness: Ensure high standards for Production Change Readiness and control adherence, prioritizing supportability, sustainability, and resiliency for technical changes.

Technical Leadership: Drive the adoption of standard production tools for TWCS applications, focusing on monitoring, observability, capacity, resiliency, recoverability, and automation improvements.

Workload Management: Proactively assess and manage dominant L1, L2, and L3 workload drivers, identify emerging trends, and devise plans to improve efficiency and service levels.

Automation & GenAI: Minimize human intervention by leveraging Generative AI and Automation capabilities, prioritizing development/product opportunities.

SLA & Performance: Implement strong SLA/Performance measurement, analyse production insights, identify trends, and set clear goals for improvement.

Business Acumen: Develop and maintain a strong understanding of Trade & Working Capital Solutions product functionality and business requirements.

Stakeholder Influence: Collaborate and influence senior leaders on stability and operational topics both internally and externally.

People Management: Manage and develop talent, conduct performance evaluations, and oversee reward & recognition.

Vendor Management: Engage with vendors and partners to achieve high service levels.

Budget & Staffing: Manage the TWCS Production budget and staffing, making commercially minded decisions to optimize Total Cost of Ownership (TCO).

Risk Management: Appropriately assess and manage risk, ensuring compliance with laws, regulations, and policies, applying sound ethical judgment, and transparently escalating/reporting control issues.

Required Experience & Skills

Experience: Extensive industry-relevant experience, highly experienced in various Production Management disciplines with a track record of continual improvement.

Communication & Influence: Excellent interpersonal and communication skills, with the ability to influence and garner support from senior stakeholders and partners. Comfortable presenting issues, initiatives, and progress in various forums, and adept at distilling complex information into succinct messages.

Quality & Problem Solving: Demonstrable commitment to quality, attention to detail, critical thinking, and problem-solving skills.

Organizational Navigation: Highly effective at navigating complex organizations.

Financial Acumen: Strong financial planning and cost discipline.

Team Leadership: Exceptional staff engagement and talent development.

Technical Proficiency: Experience managing distributed teams and familiarity with relevant technologies, including relational and NoSQL databases, middleware, programming languages, and operating systems.

Cloud & Microservices: Experience/knowledge with supporting applications deployed as microservices on Cloud Environments.

Innovation: Proven track record of keeping abreast of emerging industry and technological advances.

What well provide you:

By joining Citi, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed), and enjoy a whole host of additional benefits such as:

27 days annual leave (plus bank holidays)

A discretional annual performance related bonus

Private Medical Care & Life Insurance

Employee Assistance Program

Pension Plan

Paid Parental Leave

Special discounts for employees, family, and friends

Access to an array of learning and development resources

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self, every day. We want the best talent around the world to be energized to join us, motivated to stay and empowered to thrive.

#LI-Bh5>

------------------------------------------------------

Job Family Group:

------------------------------------------------------

Job Family:

------------------------------------------------------

Time Type:

------------------------------------------------------

Most Relevant Skills

------------------------------------------------------

Other Relevant Skills

------------------------------------------------------

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 Citis EEO Policy Statement and the Know Your Rights poster.