AI-Driven NA Cards Collections Operations Leader

Citi

Florence (KY)

On-site

USD 250,000 - 500,000

Full time

8 days ago

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Job summary

Citi in Florence, Kentucky, United States, seeks a Head of USCC Collections Operations to lead end-to-end operational strategy for 2,500+ FTE across US, Canada, and international third-party partners. This executive drives customer experiences, loss performance, AI agenda, and cost efficiencies through data-driven decision making, process redesign, automation, and strategic talent development.

You will partner with Risk, Analytics, Technology, and Finance to shape enterprise-wide collection

Qualifications

15+ years of experience, including 10+ years managerial experience.
Experience in Financial services leadership.
Experience leading large teams across multiple geographies in Cards Collections.
Familiarity with relevant laws, regulations, and best practices in Cards Collections.
Demonstrated ability to lead large-scale operational transformations and automation initiatives.

Responsibilities

Lead North America collections activity for strategy, analytics, people and vendor management.
Oversee collections strategies and operational execution to meet expense objectives.
Ensure alignment with risk and independent risk to drive disciplined execution.
Drive KPIs for AI adoption, customer impact, operational efficiency, and ROI.
Deliver productivity improvements through automation and process redesign.
Foster an inclusive culture and succession planning.
Engage with regulators to review collection performance.