VP, Business Banking Service Delivery Excellence

Citi; San Antonio (TX); On-site; USD 86,000 - 129,000; Full time

Job summary

Citi in San Antonio is seeking a C13 Manager, Business Banking Service Delivery to lead and oversee all customer service units. The role focuses on strategic oversight, data-driven improvements, and robust risk management to elevate service delivery and client experience.

You will drive organizational change, optimize team structures, mentor leaders, and partner with Relationship Managers and Vendors to ensure efficiency and compliance across business banking operations.

Qualifications

• 10+ years of progressive experience in Retail and/or Business Banking operations, with a strong emphasis on customer service delivery.
• 5+ years of experience in a senior leadership role with direct management responsibilities for multi-tiered operational teams.
• Proven experience in a high-volume, complex customer service environment, preferably within a large financial institution.
• Demonstrated expertise in operational data analysis, process improvement methodologies (e.g., Lean, Six Sigma), and strategic planning.
• Exceptional leadership, communication (written and verbal), and interpersonal skills, with the ability to influence and motivate at all levels.

Responsibilities

• Strategic Leadership & Oversight: Provide comprehensive leadership and strategic direction to all teams and units within Business Banking Service Delivery.
• Operational Excellence & Process Improvement: Drive continuous improvement initiatives, leveraging data analysis to identify operational inefficiencies, bottlenecks, and opportunities for process optimization.
• Team Structuring & Development: Critically evaluate existing team structures and directly implement strategic adjustments to optimize resource allocation, workflow, and responsiveness.
• Performance Management & Data Analysis: Directly oversee the performance management framework for the entire Business Banking Service Delivery operation.
• Client Experience & Relationship Management: Champion an exceptional client experience across all service interactions and proactively manage relationships with business partners.
• Risk Management & Compliance: Ensure stringent adherence to all applicable laws, rules, and regulations, Citigroup policies, and ethical standards.
• Change Management & Innovation: Lead organizational change initiatives and drive innovation in service delivery models.
• Talent Management & Mentorship: Directly lead recruitment, hiring, and development of high-performing talent across all teams.
• Collaboration & Communication: Facilitate strong communication within the service delivery hierarchy and with other departments.

Skills

Leadership

Communication

Analytical thinking

Problem solving

Retail & Business Banking knowledge

Education

Bachelor's/University degree

Master's degree preferred

Job description

Citi in San Antonio is seeking a C13 Manager, Business Banking Service Delivery to lead and oversee all customer service units. The role focuses on strategic oversight, data-driven improvements, and robust risk management to elevate service delivery and client experience.

You will drive organizational change, optimize team structures, mentor leaders, and partner with Relationship Managers and Vendors to ensure efficiency and compliance across business banking operations.