Business Banking Service Delivery Manager, Vice President

About the role

Job Summary

The C13 Manager, Business Banking Service Delivery, is a pivotal leadership role responsible for providing strategic oversight and driving operational excellence across all tiers of customer service teams within Business Banking. This role directly manages all units under Business Banking Service Delivery. The C13 Manager will focus on understanding current operations, leveraging data for insights, optimizing team structures, and implementing significant improvements to enhance overall service delivery, client experience, and productivity while ensuring robust risk management and compliance.

Key Responsibilities

• Strategic Leadership & Oversight: Provide comprehensive leadership and strategic direction to all teams and units within Business Banking Service Delivery. This includes defining goals, setting performance standards, and ensuring alignment with broader Retail Banking Operations objectives.

• Operational Excellence & Process Improvement: Drive continuous improvement initiatives, leveraging data analysis to identify operational inefficiencies, bottlenecks, and opportunities for process optimization. Implement changes that enhance service quality, productivity, and overall team performance across all managed units.

• Team Structuring & Development: Critically evaluate existing team structures and directly implement strategic adjustments to optimize resource allocation, workflow, and responsiveness. Develop robust succession plans and career pathways, including mentorship and development for all leaders and employees within the managed units.

• Performance Management & Data Analysis: Directly oversee the performance management framework for the entire Business Banking Service Delivery operation. Analyze key metrics such as volumes, Average Handle Time (AHT), and availability, translating data into actionable strategies for performance uplift and forecasting accuracy across all teams.

• Client Experience & Relationship Management: Champion an exceptional client experience across all service interactions. Ensure all teams are equipped to fulfill client necessities, resolve complex issues, and proactively manage relationships with business partners (e.g., Relationship Managers,  Vendors, Cash Management, CPB).

• Risk Management & Compliance: Ensure stringent adherence to all applicable laws, rules, and regulations, Citigroup policies, and ethical standards across all managed units. Actively assess operational risks, implement effective controls, and ensure transparent reporting and management of control issues. Foster a culture of compliance and accountability throughout the organization.

• Change Management & Innovation: Lead and manage significant organizational change initiatives, driving innovation in service delivery models and customer service techniques across all Business Banking units. Actively seek to eliminate friction points for the team and clients, promoting a proactive and adaptive operational environment.

• Talent Management & Mentorship: Directly lead the recruitment, hiring, and development of high-performing talent across all Business Banking service delivery teams. Focus on coaching, mentoring, and cultivating leadership capabilities within the broader team, ensuring continuous skill development and growth opportunities for all employees.

• Collaboration & Communication: Facilitate strong communication channels within the service delivery hierarchy and across different departments. Collaborate effectively with other functional leaders, business units, Vendors and stakeholders to resolve complex client needs and escalations, representing all Business Banking Service Delivery units.

Qualifications

Experience:

• 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.

Skills:

• Exceptional leadership, communication (written and verbal), and interpersonal skills, with the ability to influence and motivate at all levels.

• Superior analytical and problem-solving abilities, with a track record of implementing data-driven solutions to enhance performance.

• Strong decision-making capabilities, demonstrating sound judgment in complex, high-impact situations.

• Proficient knowledge of retail and business banking products, services, and regulatory environments.

• Advanced project management skills and experience in managing significant change initiatives.

• Ability to build strong relationships with internal and external stakeholders.

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Education:

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

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Job Family Group

Customer Service

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Job Family

Service

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Time Type

Full time

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Primary Location

San Antonio Texas United States

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Primary Location Full Time Salary Range

$85,680.00 - $128,520.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Anticipated Posting Close Date

Nov 06, 2026

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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.