US Personal Banking Operations - Head of Credit and Collections

We are seeking a USPB Operations – Head of Credit and Collections to work collaboratively across the enterprise and specifically with the USBP business to create a best-in-class Credit, Collections and Recovery operations function. As a key member of the USPB Operations leadership team, this role will be responsible for driving and coordinating initiatives that deliver Credit decision making, all stages of Collections and manage Recovery operations.  This leader will drive end to end thinking and focus on removing barriers and driving our strategy forward.  Through understanding our goals, processes, and people this leader will design plans that optimize work and simplify processes while improving the overall Customer Advocate, Partner and Client experience.  This leader will also work with finance and various other teams to understand targets that impact the overall operations and the overall experience.  The result will uncover synergies and allow us to also focus on optimization of recourses.  

Primary responsibilities:

• Lead Citi’s Credit and Collections activity for north America, encompassing operational strategy, execution, analytics and asset sales for the consumer bank.

• Oversite of Credit, Collections and Recovery Strategies and operational execution, while meeting expense objectives.

• Manage the Processing of ~26MM credit applications online, through mobile and in-store.

• Supervise collections of approximately $142Bn in average outstanding balances

• Direct recovery operations generating  over $1Bn in recoveries through various strategies including third-party channel optimization.

• Responsible for credit bureau dispute processing and third-party agency audits

• Ensure organization operations align with risk appetite.

• Works closely with Credit and Collections Risk, as well as Independent Risk to ensure alignment of strategies as well as operational disciplines and routines.

• Responsible for leading a team of over 5,000 associates located on and offshore.

Qualifications:

• Proven experience in a senior credit and collections role, demonstrating strong leadership and strategic skills.

• Familiarity with relevant laws, regulations, and best practices in credit and collections.

• 10+ years broad experience focused on driving strategic customer initiatives and strategic leadership roles, including managing large complex cross-organizational transformation programs with a demonstrated track record of having worked on large, strategic cross-functional projects and proven ability to take ownership and drive strategic output independently.

• The USPB Operations team supports Retail Bank, Branded Cards and Retail Services. The ability to drive consistency while balancing that with unique needs of our customers and partners. The ability to understand processes and optimize across workstreams. Focus on transformation and efficiencies as aligned with organizational goals and targets.

• A high level of maturity and strong leadership skills are necessary to interface and manage stakeholders at a senior leadership level, to drive and accelerate execution.

Leadership Skills:

• Strong leadership skills with an ability to manage and motivate large teams

• Very strong business planning and strategic skills

• A passion for delivering excellence in all aspects of the client experience

• A good understanding of retail financial services

• Experience in mass market consumer products or services would be an advantage

• High level of energy, with strong collaboration and persuasion skills

• Comfortable operating in a large, multicultural and “matrixed” organization

Education:

• Bachelor’s/University degree, Master’s degree preferred

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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); 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. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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