Job Details

Primary Skills

Global Business Capability and Process Lead, Services – C15 Director

Location: New York

Salary: Open as per the Market

Position objective

Citi is seeking a Global Business Capability & Process Lead to own and evolve a high-impact function at the intersection of AI-First Product Development Lifecycle (PDLC), Process Excellence, and Business Architecture within the Services organization.  This is not a traditional process management role, but a strategic leadership position for someone who can bridge the emerging world of AI-augmented product delivery with the rigor of enterprise governance, capability modelling, and operational transformation on a global scale. 

As Citi accelerates its AI-First transformation, the Services organization is reimagining how products are conceived, built, governed, and continuously improved. This leader will define the frameworks, standards, and governance models that ensure AI-enabled capabilities are developed responsibly, aligned to business strategy, and embedded into a culture of continuous improvement. You will work at the most senior levels of the organization — influencing investment decisions, rationalizing capability duplication, and ensuring that Citi's product and process landscape is audit-ready, future-proof, and intelligently designed.

Key responsibilities

• Own and Evolve the AI-First Product Development Lifecycle Maintain a consolidated, AI-augmented view of capabilities across lines of business. Identify duplication, drive rationalization, and ensure the PDLC framework reflects the latest AI-First standards, from ideation and design through to deployment, monitoring, and continuous improvement.
• Oversee End-to-End Process Documentation & Mapping Lead the documentation of Services processes within Citi's enterprise process mapping framework. Ensure accuracy, regulatory compliance, and alignment to governance standards — leveraging AI-powered process mining and NLP tools to accelerate documentation and surface insights.
• Conduct AI-Enhanced LEAN Assessments Design and execute structured LEAN-based assessments of key operational processes, augmented by AI-driven analytics. Translate findings into actionable improvement roadmaps that reduce waste, improve cycle times, and enhance client experience across Services.
• Define Process Governance Models & Performance Standards Establish ownership frameworks, performance measurement standards, and governance models that build a culture of continuous improvement. Define KPIs and OKRs that connect process performance to business outcomes and embed AI-powered monitoring to track progress in real time.
• Collaborate Across Technology, Risk, Compliance & Investment Teams Act as the connective tissue between Technology, Compliance, Risk, and Investment & Capability Management. Ensure that AI-enabled processes, capabilities, and architecture decisions are aligned, controlled, and audit-ready, with clear accountability and traceability across the organization.
• Engage Senior Stakeholders Across Businesses & Regions Build and maintain trusted relationships with senior internal and external stakeholders across businesses, regions, and support functions. Drive strategic alignment, lead organizational model reviews, and represent the Business Capability function at the most senior levels of Citi's global leadership.
• Build & Develop a High-Performing Team Lead, mentor, and develop a team of business architects, process specialists, and capability analysts. Foster a culture of innovation, intellectual curiosity, and AI-First thinking, equipping the team with the skills and tools needed to operate at the frontier of intelligent process management.

Profile

• Financial Services Leadership – 15+ years in financial services with demonstrated leadership across complex, cross-functional, and global environments. Deep familiarity with banking operations, technology landscapes, and enterprise operating models.
• AI-First Mindset – Genuine understanding of how AI, machine learning, and intelligent automation are reshaping product development and process management. Comfortable defining governance frameworks for AI-enabled capabilities and navigating model risk considerations.
• Enterprise Architecture Fluency – Experience with capability modelling, business architecture frameworks, and process documentation tools. Ability to translate complex architectural concepts into clear business narratives for senior audiences.
• Executive Communication & Influence – Clear, concise, and compelling communicator — both in writing and in conversation. Proven ability to engage and influence C-suite and Managing Director-level stakeholders across businesses, regions, and functions.
• Operational Resilience Under Pressure – Ability to operate effectively in high-pressure, time-sensitive environments while maintaining quality, strategic focus, and sound judgment.
• Team Leadership & Development – Proven track record of building, managing, and developing high-performing teams across diverse skill sets, geographies, and cultures.

Qualifications

Required:

• Bachelor's degree or equivalent professional experience
• 15+ years of experience in financial services, with a track record of senior leadership across complex, cross-functional, and global environments
• Demonstrated experience with AI-First product development, intelligent automation, or AI governance frameworks within a regulated financial services environment

Preferred:

• Master's degree in Business Administration, Finance, Technology, or a related discipline
• Familiarity with LEAN methodologies, Six Sigma, process mining tools, or continuous improvement frameworks — ideally augmented by AI-powered analytics
• Background in regulatory compliance, audit support, model risk management, or risk and control frameworks within a financial services context
• Exposure to Agile delivery methodologies and experience partnering with product and technology teams in an Agile or scaled Agile (SAFe) environment