Head of Operations for FNBO's Wealth Division, overseeing operational excellence and transformation. Managing cross - functional teams to deliver exceptional client experiences and regulatory compliance.
About the role
- Process Improvement Lead Analyst at Citi driving end-to-end design and execution of dispute transformation initiatives using emerging technologies. Collaborating with cross-functional teams for operational success.
Responsibilities
- Lead the end‑to‑end implementation of emerging technology solutions (AI/ML, RPA, BPM, advanced analytics) across the Disputes organization
- Translate operational, regulatory, and organizational objectives into clear technology transformation roadmaps and business requirements with defined milestones, KPIs, and tangible business outcomes
- Serve as business architect for the Dispute organization, ensuring solutions are scalable, compliant, and aligned to enterprise strategy
- Drive continuous improvement by identifying opportunities to automate, digitize, and streamline dispute processes
- Act as the primary liaison between business operations and technology teams, ensuring requirements are clearly defined, prioritized, and delivered as intended
- Experience leading transformational efforts through automation of manual processes leveraging BPM, RPA or PLM applications
- Experience performing end-to-end gap assessments, thorough root cause analysis and formulating recommendations to address findings
- Perform User Acceptance Testing and platform rollouts
- Serve as technical authority for an area within the business providing advice and counsel related to the technology or operations of the business as well as provide operational assistance
- Perform analysis to define problems, develop innovative solutions, streamline operational processes and expand Operations capabilities for new products and services
- Communicate regularly with all Operations teams and departments
- Analyze existing operational processes and apply creativity to complex situations, as needed
Requirements
- 6-10 years of experience
- Demonstrated experience leading large-scale business modernization or automation initiatives
- Strong understanding of dispute, claims, or financial operations and associated regulatory requirements
- Proven ability to work across business and technology organizations and influence without direct authority
- Demonstrated problem-solving and decision-making skills
- Consistently demonstrates clear and concise written and verbal communication skills
- Knowledge of Reg E, Reg Z, UDAAP, Network Rules (VISA, Master Card, NACHA) are a plus
- Knowledge of PEGA preferred but not required
Benefits
- medical, dental & vision coverage
- 401(k)
- life, accident, and disability insurance
- wellness programs
- paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
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