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Citigroup NAM Smart Automation Senior Manager - Remote / Any U.S. Location in Hagerstown, Maryland

The NAM Smart Automation group manager will manage a team that delivers automation of preventive and detective controls across all Consumer businesses and functions. This is a senior management level position responsible for accomplishing results through the management of a team or department in an effort to provide operations support services in coordination with the Operations - Core team. This position is accountable for management of complex/critical/large professional disciplinary areas. Leads and directs a team of professionals. Requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication will be necessary with 3rd parties. Accountable for the end results of an area. The overall objective of this role is to ensure the seamless delivery of automation capabilities in alignment with Citi operations support infrastructure and processes.


  • Design, oversee, and evaluate automation strategies to strengthen controls, have efficient processes, improve the customer experience, and reduce losses to the institution

  • Drives automation strategy, delivery and execution across ,multiple products and functions

  • Oversees the application of automation capabilities that mitigate risk from manual processes

  • Liaises with process owners, SME's and CBORC to identify automation opportunities

  • Review strategy changes, and capacity plans to ensure productivity and adherence to Service Level Agreements (SLAs)

  • Oversee all policies and procedures are in place to ensure operations run within the highest quality standards, Fraud and Regulatory Risks are minimized, and customers have a positive experience

  • Develop proposals for all initiatives and communicate opportunities and progress against the proposal in a concise and timely manner to senior leadership

  • Provide judgements based on analysis of facts and a diverse range of internal and external sources in complicated, unique, and dynamic situations

  • Negotiate internally and communicate management report to senior management, recommending next course of action

  • Participate in improvement projects with internal and external stakeholders

  • Partner with senior line directors to identify opportunities and communicate conclusions and analysis back to senior management

  • 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.


  • 10+ years of relevant experience

  • Significant experience with Automation Capabilities and Operational Processes is a must

  • Strong project management experience

  • Experience in management position related to Operations function

  • Knowledge of risk and control disciplines would be a plus

  • Expertise in the following would be beneficial: Automaton Anywhere, UFT, DocuSign, OCR, Workflow tools (e.g. Salesforce or Pega), Data Management, Process Reengineering, Six Sigma, LEAN

  • Excellent communication skills – verbal & written


  • Bachelor’s/University degree, Master’s degree preferred

Job Family Group:

Operations - Core

Job Family:

Operations Support

Time Type:

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Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.