Director, Services Operations Horizontal AI Solutions

Job description

At Citi, you won't be running a typical IT implementation. You'll be at the center of redefining how one of the world's largest financial institutions actually operates — from the inside out. Services Operations touches millions of client interactions, thousands of associates, and some of the most complex workflows. You'll have the mandate, the access, and the executive backing to deploy AI where it matters most: at the point where our people serve our clients. The problems are real, the scale is unmatched, and the impact is immediate and measurable. Citi is looking for a Director, Operations Horizontal AI Solutions to lead the design and delivery of reusable AI capabilities that can be deployed consistently across multiple operations functions globally. Sitting at a senior level within Citi's Operations function, this role is central to reducing duplication, accelerating AI adoption, and ensuring that common operational challenges are solved once — then scaled across the firm. This is a role for a seasoned operational leader who understands that the biggest gains in AI transformation come not from solving the same problem twenty times over, but from building once and deploying everywhere. If you have a track record of building shared capabilities and driving cross-functional AI programmes at scale, this is an opportunity to define how Citi operationalises AI across its global operations estate. Objective Implement reusable AI capabilities across Operations that can be deployed across multiple operations functions — addressing common processes and eliminating duplication at scale. Top 5 Responsibilities Drive standardisation, reuse and common solutions across Operations to reduce duplication and accelerate AI adoption across global teams. Partner with Product, Technology, Data, and Control functions to ensure scalable, secure and compliant execution in Operations — ensuring Ops requirements are incorporated into platform roadmaps and the execution of supporting operational readiness, training, and testing activities. Define and support the strategy and roadmap for horizontal AI capabilities that can be leveraged across Operations and export best of breed from enterprise Operations. Develop reusable capability patterns — including knowledge assistants, operational intelligence, workflow copilots and decision support services. Manage Operations solutions portfolio — ensuring adoption, operational impact and strategic alignment. Full Responsibilities Drive standardisation and reuse of AI solutions across global Operations teams, eliminating duplication and accelerating the adoption of common capabilities at scale. Define and continuously evolve the strategy and roadmap for horizontal AI capabilities — ensuring they can be leveraged across multiple operations functions and represent best-in-class execution within the enterprise. Develop reusable capability patterns including knowledge assistants, operational intelligence tools, workflow copilots, and decision support services that address common operational processes. Partner with Product, Technology, Data, and Control functions to ensure AI solutions are scalable, secure, and compliant — and that Operations requirements are embedded into platform roadmaps from the outset. Lead the execution of operational readiness, training, and testing activities that support the successful deployment of AI capabilities across Operations teams. Manage the Operations AI solutions portfolio, tracking adoption, measuring operational impact, and maintaining alignment with strategic priorities across the function. Influence senior stakeholders across functions to build consensus around shared approaches, and negotiate effectively to ensure horizontal solutions are adopted rather than replicated locally. Required Qualifications & Skills 15 or more years of experience in operations or a related function, including at least 8 to 10 years leading large, matrixed teams through other managers. Demonstrated ability to design and deliver shared or horizontal capability programmes across complex, cross-functional environments, with full accountability for outcomes and strategic direction. Deep knowledge of operational process design and the practical application of AI, automation, or shared services models to improve end-to-end service delivery at scale. Commercial acumen and analytical capability, including a working understanding of how technology investments translate into operational efficiency, risk reduction, and sustainable performance. Ability to assess risk in operational and business decisions, maintaining consistent standards for controls, compliance, and ethical conduct that protect the firm and its clients. Excellent communication and negotiation skills, with a track record of influencing senior stakeholders across multiple functions and aligning diverse teams around common solutions. Profile We are looking for candidates who fit one or more of the following profiles: Operations or Operations Technology Leaders: Professionals who have led technology-enabled transformation within operations functions at large regulated institutions — with direct experience of high-volume, compliance-sensitive service environments and the realities of building for operators at scale. AI/Automation Program Leaders: Senior leaders who have implemented AI and intelligent automation specifically within operations contexts, solving real workflow problems through reusable, scalable capability rather than one-off solutions. Transformation Leaders: Individuals who have deployed and scaled agentic AI solutions, implemented intelligent routing, and delivered workflow copilots and agent-assist tools that are trusted and adopted by large operations teams globally. Key Attributes Operational Empathy: Has walked in the shoes of an operations team. Understands the day-to-day realities of SLAs, case management, escalation paths, and the human impact of getting automation wrong. Pragmatic Technologist: Possesses strong working knowledge of AI — including LLMs and agentic frameworks — but filters every technical decision through the lens of operational feasibility, auditability, and risk. Can credibly partner with both product/engineering teams and operations leaders. Builds for Operators: Obsessed with implementing tools that are intuitive, reliable, and trusted by the people who depend on them daily. Understands that horizontal adoption requires solutions that feel built for the operator, not just technically sound. Change Agent with Discipline: Comfortable navigating the ambiguity of emerging AI capabilities, while remaining grounded in the governance and control requirements of a regulated financial institution. Brings structure to transformation without stifling momentum. Proven Delivery at Scale Across Multiple Functions: Has a track record of deploying AI or automation solutions that produced measurable operational outcomes — reduced average handle time, improved first-contact resolution, or lower cost-per-transaction — across multiple functions, not just pilot programmes, with evidence of sustained adoption and change management. Cross-Functional Operator in Regulated Environments: Experienced in delivering technology initiatives in close partnership with Operations, Risk, Compliance, and Technology — navigating governance frameworks without losing delivery momentum. Process-First Mindset: Demonstrates a consistent habit of understanding and re-engineering the underlying process before layering in automation — not simply digitising broken workflows. Understands that horizontal solutions only scale if the process underneath is sound. Beneficial Skills & Qualifications Prior experience building or governing shared capability platforms, centres of excellence, or common services functions within a large financial services or regulated environment. Familiarity with AI capability patterns such as knowledge assistants, copilot tools, operational intelligence, or decision support services in an enterprise context. Experience partnering with Product and Technology functions to influence platform roadmaps and embed operational requirements into technology delivery cycles. What We Offer This role offers genuine strategic ownership within one of Citi's most forward-looking operational programmes — with the mandate, seniority, and cross-functional reach to shape how AI capabilities are built, shared, and scaled across a global institution. A hybrid working model with 3 days in the office and 2 days working remotely, giving you flexibility without sacrificing connection to your teams and stakeholders. Senior-level ownership of a high-visibility programme, with the authority to set direction, build shared capability, and drive adoption across global operations teams. Access to Citi's global network and cross-functional leadership community, enabling collaboration across operations, technology, data, and product at an institution of significant scale. Competitive compensation and financial wellbeing benefits commensurate with a Director-level position at a leading global financial institution. Ongoing learning and professional development opportunities to stay at the forefront of enterprise AI adoption and large-scale operational transformation. Wellbeing support and work-life balance resources designed to help you perform at your best across all dimensions of your career and personal life. Apply now to take strategic ownership of Citi's horizontal AI capability agenda and deliver solutions that scale across a global operations function. ------------------------------------------------------ Job Family Group: Business Strategy, Management & Administration ------------------------------------------------------ Job Family: Business Process Re-Engineering ------------------------------------------------------ Time Type: ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ 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. 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