Back Office/contact Center Operations – Application Support Lead Vice President

Back Office/Contact Center Operations – Application Support Lead Vice President

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community, and make a real impact.

Job Overview

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients' best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services. Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We'll enable growth and progress together.

The Back Office / Contact Center Operations – Application Support Lead is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence, and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities

• Partner with multiple technology teams to ensure appropriate integration of functions to meet goals; identify and define necessary system enhancements; analyze existing system logic, identify problems; and recommend and implement solutions.
• Provide expertise in the area and an advanced level of understanding of the principles of app support.
• Formulates and defines systems scope and objectives for complex, high impact application enhancements and problem resolution through in-depth analysis and evaluation of complex business processes, systems, and industry standards; documents requirements.
• Partners with multiple technology areas and management teams to ensure appropriate integration of functions to meet their goals.
• Works closely with Product Owners, Business Analysts, and Systems Analysts to determine and document systems impacts and support requirements.
• Considers the implications of the application of technology to the current environment.
• Identifies risks, vulnerabilities, and security issues; communicates impact; proposes risk mitigation options.
• Acts as advisor or coach to new or lower-level analysts; allocates work.
• Provides in-depth analysis of interpretive thinking to define problems and develop innovative solutions.
• Directly impacts the business by influencing strategic functional decisions through advice, counsel, or provided services.
• Persuades and influences others through strong and comprehensive communication and diplomacy skills.
• Performs other duties and functions as assigned.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets, by driving compliance with applicable laws, rules, and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct, and business practices, and escalating, managing, and reporting control issues with transparency.

Qualifications

• 6+ years experience in an Application Support, Business Analyst, or TPM role.
• Provide primary operational support for critical back office and contact center applications, including workflow, live chat, chatbot platforms, and Interactive Voice Response (IVR) systems.
• Leverage expertise in cloud technologies (AWS, Azure), microservices architectures, and Java-based applications to ensure high availability and performance of contact center solutions.
• Apply knowledge of Generative AI (GenAI), Machine Learning (ML), and Large Language Models (LLMs) to support and optimize intelligent automation within the contact center environment; IVR experience is a significant plus.
• Utilize project management and business analysis tools such as Jira, Confluence, MS Project, PowerPoint, Excel, etc. for tracking, reporting, and collaboration.
• Demonstrate advanced domain expertise in workflow, chatbot, and IVR technologies; prior experience with GenAI in a back-office operations and contact center context is highly desirable.
• Practical problem solving and strategic thinking skills.
• Demonstrated leadership, interpersonal skills, and relationship building skills.
• Service oriented attitude.
• Ability to work in a fast-paced environment.
• Experience working or leading requirement gathering efforts for multiple large development projects at one time.
• Proficient using basic technical tools and systems.
• Good interpersonal and communication skills.

Bachelor's/University degree, Master's degree preferred.