Citi Group Program Management Lead - Branch Employee Experience 

United States, Florida, Jacksonville 

120150033

Job Responsibilities:

• Work with branch sales execution support and strategy teams and field leaders to understand the Teller, Universal Banker, Personal Banker, Branch Manager, Business Banker, and Mortgage skill and knowledge gaps that prevent higher sales and service performance
• Partners with training team and field leaders to develop robust upskilling strategies, tactics and programs that build stronger role competency and confidence
• Support our national initiatives as a result of Branch Network Voice of the Employee (VOE) survey results
• Coordinates overall balanced skill and coaching approach through tools and strategy to ensure successful execution
• Lead project teams comprised of field leaders and training partners to develop training strategies and action plans to grow confidence, knowledge, and sales performance among all retail job families
• Develop and deliver effective communication centered on role development strategies and tactics to key stakeholders and senior leadership
• Ensure successful execution of all role development strategies and tactics by working with training partners and field leaders
• Develop content for key employee engagement platforms
• Create branch network wide communications that drive employee engagement and skill development
• Determine and develop success metrics to measure ROI of all role development strategies and tactics
• Lead test and learn opportunities within targeted markets to determine viability of role development strategies and tactics
• Works with field leaders to assess root cause of role performance variability or deficiencies
• Stays on top of competitive landscape and available technologies as it relates to retail bank role development and skill building
• Partners with reporting team to drive executive and branch level role specific reports to understand role productivity, contribution, and variability
• Monitor/evaluate branch staffing plans/targets, levels, attrition, and openings for expense and productivity optimization opportunities
• Ensures a focus on adherence to ethical sales practices
• Responsive to ad hoc requests for information/answers from the business regarding role contributions
• Follow-up on role, service and sales related items that require feedback from end users, segment partners and other stakeholders
• Synthesizing, presenting feedback and action plan to key segment and field leaders

Qualifications:

• The candidate should have 6+ years experience in program creation, design, and leadership
• Demonstrated experience facilitating projects and leading broad-based initiatives with a firm command of process and project management skills
• In-depth knowledge of financial products/services and sales and service processes to support them
• Ability to quickly understand the workings of the Citibank Retail Bank
• Must have strong problem solving/analytical, interpersonal, written/verbal communication, presentation proficiency, organizational and administrative skills
• Possess strong influence management skills
• This role requires a self-starter with excellent professional presence to articulate and fulfill the business goals
• Solid financial/business acumen
• Ability to handle complexity and balance multiple priorities
• Strong relationship building skills to interface with team, business partners and senior leadership
• Excellent ability to be a proactive spokesperson for the company
• Advanced MS Office proficiency: PowerPoint, Excel and Word
• Bachelor’s Degree or equivalent experience

Anticipated Posting Close Date: