Head Of Wealth Support

Head Of Wealth Support

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

The Head Of Wealth Production Management Support is a critical technology leadership role responsible for overseeing and managing the technology support organization for Citi's Wealth Management business globally. This individual will lead a team of professionals focused on ensuring the stability, reliability, and performance of Wealth technology systems, driving operational excellence, and enabling the growth of the business.

Responsibilities:

• Organizational Leadership: Lead and manage an organization responsible for supporting Wealth technology across the globe. This includes setting strategic direction, managing budgets, developing talent, and fostering a high-performance culture.
• Observability: Define and implement Observability processes to ensure the health and performance of Wealth technology systems. This includes establishing key performance indicators (KPIs), implementing monitoring tools, and developing proactive alerting mechanisms.
• Monitoring & Automation: Oversee monitoring and automation initiatives to proactively identify and resolve issues, improve efficiency, and reduce manual effort. Drive the adoption of automation technologies to streamline operational processes.
• Release Oversight: Manage release oversight processes to ensure smooth and reliable deployments of new software and updates. This includes coordinating with development teams, managing release schedules, and ensuring proper testing and validation.
• Infrastructure Capacity Planning: Develop and execute infrastructure capacity planning strategies to meet the growing demands of the Wealth technology business. This includes forecasting capacity needs, optimizing resource utilization, and managing vendor relationships.
• Branch Planning and Advisor Recruiting Support: Provide technology support for branch planning and advisor recruiting initiatives. This includes working with business partners to understand technology requirements and ensuring that technology solutions are aligned with business goals.
• Disaster Recovery (DR) Planning and Testing: Develop, maintain, and test disaster recovery plans to ensure business continuity in the event of an outage or disaster. This includes coordinating with infrastructure teams, conducting regular DR drills, and ensuring that DR plans are up-to-date.
• Service Health: Direct the service quality and performance for the Wealth business domain and drive the work efforts aligned to the Service Management Framework. This includes cross-organizational and cross-region proactive risk analysis and process maturity reviews with the objective to significantly improve the service quality.
• Alert Management: Drive continuous improvement in Detection, Escalation, Diagnosis, and Resolution efficiency, ultimately driving down customer impact and improving overall customer experience.

Qualifications:

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree preferred.
• Experience: 15+ years of experience in technology leadership roles, with a focus on supporting wealth management or financial services businesses. Proven track record of building and managing high-performing technology support organizations. Deep understanding of wealth management technologies and business processes. Experience with Observability tools and practices. Experience with automation technologies and techniques. Strong understanding of infrastructure capacity planning principles. Experience with disaster recovery planning and testing.

Leadership Skills: Excellent leadership and communication skills. Strong problem-solving and analytical skills. Ability to work effectively in a fast-paced, dynamic environment. Ability to build and maintain strong relationships with business partners. Strategic thinking and planning abilities.