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Job Overview
US Consumer Cards Operations:
US Consumer Cards (USCC) Operations is responsible for delivering customer-centric operational services across the credit card lifecycle. The organization supports and executes core processes including Customer Service, Credit, Collections & Recovery, and back-office functions. The organization is focused on driving efficiency and modernization through automation and leveraging AI to enhance customer experience and support business growth.
Collection Operations is a critical function within USCC Operations, delivering exceptional service and reducing losses for the Cards business. The organization supports over 2500 FTE globally, executing at scale while maintaining strong focus on service quality, operational efficiency, and controls.
Role Summary:
As a key member of the leadership team, this role will be responsible for leading end-to-end operational strategy and performance across a global footprint comprising 2,500+ full-time employees (FTE) across domestic centers in the US and Canada, alongside strategic third-party vendor operations internationally. This leader will drive end to end thinking and focus on delivering exceptional customer experiences alongside driving operational excellence, improved Loss performance, advancing AI agenda and innovation across a large-scale organization.
The Head of USCC Collections Operations is a direct report to the Head of USCC Credit, Collection and Recovery and serves as a strategic partner across multiple stakeholders including Risk, Analytics, Technology, Finance, Risk & Controls to drive the business forward. The role is responsible for leveraging AI, analytics, Risk strategies and operational insights to improve outcomes, enhance colleague productivity across employees and vendors, optimize capacity, and deliver sustainable cost efficiencies while ensuring a strong loss performance.
Key Responsibilities:
- Lead Citi’s Collections activity for North America, encompassing operational strategy, execution, analytics and people and vendor management domestic and international.
- Oversight of Collections Strategies and operational execution, while meeting expense objectives.
- Deliver consistent performance against customer experiences, loss rates, productivity, compliance and operational risk metrics and objectives.
- Works closely with Collections Risk as well as Independent Risk to ensure alignment of strategies as well as operational disciplines and routines.
- Partner with Ops Delivery and Risk teams to establish and drive KPI’s to measure AI adoption, customer impact, operational efficiency, and return on investment.
- Deliver productivity improvements through process redesign, automation, workforce optimization, and organizational effectiveness through Fungibility and other strategic initiatives.
- Foster an inclusive culture that promotes engagement, collaboration, talent development, and succession planning.
- Champion a culture of operational excellence, disciplined execution, and data-driven decision making.
- Regulatory engagement to share and review Collection performance.
Qualifications:
- 15+ years of experience, including 10 + years managerial experience
- Experience in Financial services leadership
- Managerial experience with large teams across multiple geographies Proven experience in a Collections role, demonstrating strong leadership and strategic skills.
- Familiarity with relevant laws, regulations, and best practices in Cards Collections
- A high level of maturity and strong leadership skills are necessary to interface and manage stakeholders at a senior leadership level, to drive and accelerate execution
- Demonstrated ability to successfully lead and deliver large-scale operational transformations, process re-engineering efforts, and significant automation initiatives
Education:
Bachelor’s/University degree, master’s degree preferred
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Job Family Group:
Operations - Management Operations------------------------------------------------------
Job Family:
Management Leadership------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Primary Location:
Florence Kentucky United States------------------------------------------------------
Primary Location Full Time Salary Range:
$250,000.00 - $500,000.00
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.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
Anticipated Posting Close Date:
Oct 05, 2026------------------------------------------------------
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.