Services Operations Capabilities Lead

**Overview:** We are seeking a visionary Services Operations Capabilities Lead. This strategic role drives the end-to-end implementation and scaling of best-in-class AI/tooling across Services Operations. The ideal candidate has a deep understanding of the Services operations and is a proven transformation leader with expertise in AI implementation, scaling operational tooling, large-scale program management, and cross-functional stakeholder engagement. **Key Responsibilities:** Ops Productivity Program Execution: - Provide leadership across the Services operations AI/tooling implementation lifecycle and operational capabilities development within Services Operations. - Define the strategic roadmap for AI capability adoption and operational tooling and process enhancement across Operations, ensuring alignment with enterprise-wide objectives and technology standards. - Identify opportunities for Operational tooling/AI implementation and operational process improvements across business areas, proactively spotting where emerging technologies and operational tools can drive efficiency, reduce risk, and accelerate performance. - Orchestrate seamless collaboration and delivery across Operations, Product, Technology, and Tooling/AI partners. - Identify and address inconsistent or fragmented AI/Tooling strategies and operational approaches across teams and regions, driving rationalization and alignment toward a cohesive, Services-wide approach. - Continuously evaluate existing processes and identify opportunities to streamline, simplify, and modernize operations through intelligent automation and AI-driven solutions, and the effective deployment of operations tooling. - Drive the program across Services, ensuring a strong governance process is in place in collaboration with Ops, Product and Technology partners. - Continuously assess program performance against objectives and identify areas for improvement. **What we need from you:** - Operational Tooling & Capabilities Experience: Demonstrated experience with leading digital transformation and integration of various operational technologies and platforms. - Programme Delivery: Proven ability to drive complex, cross-functional programmes, influence senior stakeholders across diverse organizations, and consistently deliver measurable business outcomes. - Exceptional leadership, executive communication, negotiation, and change management skills, with the ability to articulate vision, motivate teams, and build consensus - Analytical and conceptual thinker with ability to operate in “white space” with experience in both building strategy and executing it with demonstrable results and outcomes **Qualifications:** - Bachelor's degree in a related field (e.g., Business Administration, Engineering, Information Technology). Master's degree preferred. - Proven track record of successfully leading and delivering complex operational productivity programs. - Strong understanding of Agile methodologies and experience of Agile transformation programs. - Excellent communication, interpersonal, and presentation skills. - Ability to influence and collaborate effectively with cross-functional teams and senior leadership. - Strong analytical and problem-solving skills. ------------------------------------------------------ ## **Job Family Group:** Operations - Core ------------------------------------------------------ ## **Job Family:** Operations Support ------------------------------------------------------ ## **Time Type:** Full time ------------------------------------------------------ ## **Primary Location:** Tampa Florida United States ------------------------------------------------------ ## **Primary Location Full Time Salary Range:** $119,680.00 - $179,520.00 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 & vision coverage; 401(k);…