Global Lead, Business Control Centre – Production Management Director

About the role

Citi is seeking a senior leader to head the global Business Control Centre (BCC) for its Services business. The role will oversee the coordination and rapid response to major technology events—both planned and unplanned—that affect a wide range of service domains, including payments processing, digital access channels, core accounts and more.

Key responsibilities

• Define and execute the BCC strategy, aligning it with Citi’s overall objectives and driving rapid recovery from incidents.
• Lead a global team to triage, coordinate and resolve disruptive technology events across multiple applications and stakeholders.
• Engage senior product, operations and technology leaders to set targets, share performance insights and manage stakeholder expectations during incidents.
• Ensure compliance with Citi enterprise policies, Major Incident Management and ITIL practices, and maintain awareness of global regulatory reporting obligations.
• Promote continuous improvement by leveraging enterprise tooling and emerging Gen AI capabilities to minimise manual intervention.

Required profile

• Proven strategic leadership experience in a large, complex technology or services environment.
• Strong operational improvement track record and ability to manage high‑impact incidents.
• Excellent stakeholder management skills with senior‑level technology and product partners.
• Deep understanding of financial services domains, particularly payments processing and digital channels.

Required skills

• ITIL framework knowledge.
• Major Incident Management processes.

What we offer

• Opportunity to lead a global team within a leading financial institution.
• Exposure to a broad portfolio of financial services and cutting‑edge technology initiatives.
• Competitive compensation and professional development resources.