Citi Group Director - Service Execution Program Management Principal Pega Hybrid 

United States, New Jersey 

838070541

The Service Operations Execution Pega Program Management Principal is a strategic professional who closely follows latest trends in Financial Services customer service capabilities and adapts them for application within the Services business. Recognized subject matter expert with customer service platforms. Strong commercial awareness is a necessity. Is an acknowledged authority both within and outside area of expertise. In-depth understanding of Pega capabilities, and integrations can be leveraged to improve client experience and operational efficiency. A good understanding of the industry, direct competitors’ products, and services is necessary to contribute to the operational objectives and performance indicators of the Services business. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication is typically required. Provides advanced judgment and conducts in-depth quantitative or qualitative analysis to solve problems and develop new, innovative solutions. Required to think beyond existing solutions, assumptions, or current knowledge of sophisticated areas. Significant impact on a function and/or the business through making decisions that determine technical approaches and strategies for the area.Responsibilities:

• Provides strategic direction Pega Customer Service platform, translating into detailed epics that can be delivered within Citi’s enterprise.
• Drive employee enablement through training & mentoring. Develop internal staff technical & change management expertise.
• Supports planning, directing and coordination of day-to-day activities of running a program or portfolio of programs.
• Provides strategic direction and feedback with respect to initiative or program creation, alignment to business goals, stakeholder management, executive communications and so on.
• Manages the communication of status, issue, and risk disposition to all stakeholders, including senior management, on a timely basis.Builds and manages relationships with key stakeholders, organizations and business heads.
• Identifies and drives resolution of issues, including those outside established programs of work.
• Collaborates with Senior Management on cross functional areas and other programs, as appropriate.
• Collaborates with stakeholders to ensure program scope definition meets business objectives.
• Collaborates with Program Sponsor to ensure business case/cost benefit analysis is in line with business goals.
• Manages the identification of risks which impact program delivery and ensure mitigation strategies are developed and executed when necessary.
• 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:

• 15+ years’ experience in a related role with extensive experience in business, functional and people management.
• Pega Senior System Architect and/or Lead System Architect certified.
• Lean/Six Sigma Certification or equivalent experience.
• Broad and comprehensive knowledge and understanding of banking operations including regulatory requirements and reengineering. People management skills. High level of discretion and judgment in the application of reengineering principles.

• Education:

  • Bachelor’s/University degree or equivalent experience, potentially Masters degree

Anticipated Posting Close Date:

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