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Citigroup Head, Wealth Management Platforms and Services - NAM in New York, New York

Brief Description of the Organization

Consumer Wealth Management (CWM) is a U.S.-based segment of the Citi Global Wealth (CGW) organization for Citibank with presence in the US and in Latin America, providing services to clients around the world. CWM offers its clients access to brokerage products and services as well as traditional banking products and services through three legal vehicles and offices located in the U.S. and some Latin American countries.

Description of the Position

The Head of US CWM Platforms and Services is responsible of ensuring CWM delivers a remarkable client experience to our customers by blending client-led practices with industry changing innovation, through collaboration with partners across Citi to producing high quality solutions to meet both internal and external client needs.

Maintains broad-based partnerships with multiple lines of business, Marketing, Finance, HR, Legal and Compliance and external regulatory agencies ensuring proper business execution. The Head of CWM Platforms and Servicing reports directly to the Head of Consumer Wealth Management.

Role Responsibilities

The Head of CWM Platforms and Services brings together partner organizations into a single group within CWM, leveraging the collective synergies/efficiencies of the organization, building a premier service offering for our Field partners and growing our sales organizations to achieve bottom line profitability and improved client excellence. Key partners include a diverse set of operational/service, product, remote sales, and business functions, supporting multiple businesses (Investments, Banking, Lending, etc.), across multiple sites.

The job requires a broad and comprehensive understanding of the different systems, processes and procedures, industry and competitive trends and practices relevant to areas of the wealth investment and retail banking businesses. Key responsibilities include providing executive leadership for:

  • Investment Middle Office, Offshore Operations & Services

  • Vendor Management, Including Pershing Relationship, Platform Oversight and Business Analytics

  • Business Infrastructure Technology

  • Salesforce Platform and Business Transformation

  • Self-direct Service, Trade Desk and Service to Sales

  • Remote Wealth Sales Servicing

  • Estate & Deceased Client Support Team

Key Responsibilities

  • Develop CWM strategy to build and optimize platforms and services to position the business in a competitive advantage based on a broad and comprehensive understanding of the financial services industry (both wealth management and banking), direct competitors and the products and services that contribute to the commercial objectives of the business.

  • Lead CWM Wealth Re-engineering strategy. Designs, develops, and implements strategic initiatives as the US Wealth, single relationship manager strategy and multi-year transformation of the wealth management salesforce.

  • Vendor Management of key business supplier relationships, including Pershing and Salesforce relationship (Governance programs, monitoring/reporting budget analysis, technology & operations)

  • Support development and growth of Digital Wealth Investment products/capabilities. Objectively analyze CWM capabilities against competitors to gather valuable insights, develop, and execute the appropriate strategy into potential market threats and opportunities to modifying our business model.

  • Develop and lead the CWM Technology strategy as such lead business transformation processes - driving effective cost management and smart investments in technology that are sustainable. Development of wealth management platform and the FA desktop experience (annual tech spend of $10MM+ new development, maintenance, and production support).

  • Liaises with all product development to develop client-focused solutions and implements across all segments and markets, as with the Business Risk and Compliance teams, ensuring adherence to all internal policies/external regulatory requirements.

  • Leads the CPC HNW/affluent Services strategy and Specialist servicing team. Responsible for remote NIC product review, cost benefit analysis, Legal and Compliance approvals, adherence to internal Citi policies and practices. Additionally, includes client profiling, suitability, and fiduciary reviews at the client level. For Investment/Citigold Service Support Desks provide support to address FA/RM inquiries, transaction processing, trading, client onboarding, executive level problem resolution, etc.

  • Leads investment Middle Office Services team of 100+ (on and offshore). Scope of responsibilities of this team includes management of onshore and offshore team providing operational support to both internal and external clients, oversight of client remediation activities, systems development and modifications and implementation of routines and cadences to review and assess current procedures to improve efficiencies, reduce risk and improve client service delivery.

  • Provides management support and oversight for servicing staff. Establishes standards for high levels of performance and ensures that staff are properly directed and qualified to fulfil their job responsibilities. Ensures appropriate performance tracking tools are in place and regularly motivate and monitor performance. Makes required changes to action plans to improve performance as necessary. Ensure a collective and respectful working environment where employees can develop and be their best.

  • Achieve high levels of internal and external client satisfaction, as measured by satisfaction surveys. Surveys need to be monitored to identify industry trends, corrective actions, and performance recognition.

  • Implement appropriate programs to ensure that material risks are identified, understood, managed, and communicated; outstanding issues and/or action plans are properly addressed and tracked; and coordinate with other areas and functions as appropriate.

  • Governance Routines: Report to management and others as requested and participate in all appropriate leadership team discussion forums, committees, and initiatives.

  • Input to overall CWM vision and strategy as member of leadership team.

  • Encourage teamwork with other Citi businesses.


  • A strong technical understanding of all systems, processes, business functions and regulations specific to responsibilities outlined above and supporting partner organizations. Ability to develop short and long-term strategic priorities, formulate and present supporting analysis and plans to senior level executives and influence/achieve buy-in from broad audiences required to achieve success.

  • Incumbent must have a financial mind-set and experience in transforming business processes - driving effective cost management and smart investments in technology that are commercially sustainable.

  • Experience leading large cross-disciplinary teams, licenses required (S7, S24, S63), depth and breadth of knowledge and experience within financial services and specifically investment related industry and strong internal and external credibility.

  • Strong operational skills. Understanding of and experience in Consumer Banking Business processes with the ability to frame details of process within broader perspective to ensure business silos do not hinder seamless execution.


  • 15-20yrs+ experience in financial services, preferably across retail banking, wealth management investments, lending and program and product management.

  • In depth experience with Market’s products across all asset classes, specifically for retail clients.

  • Strong intellectual grasp of the industry; the ability to anticipate and lead the organizational response to future changes.

  • Excellent strategic insight and ability to lead change, with history of execution excellence.

  • Ability to translate vision into executable plans.

  • Strong leadership skills; seasoned people leader.

  • Effective verbal and written communication skills to influence a wide range of audiences.

  • Ability to work cross-functionally.

  • Excellent interpersonal skills and relationship management experience, ability to interface and influence across all levels of management and partner groups.

  • Deep understanding of Citi businesses, operations, coupled with a bottom-line orientation.

  • Proven financial acumen, depth of knowledge of the financial services industry and technology.

  • Prior success working in a large, highly-matrix and complex organization; able to set priorities and 'triage' in a fast-paced, dynamic environment.

  • Customer focus: record of achievement in applying a customer mindset to shape cultural solutions and approaches

  • Licenses required - SIE, 7 &, 24

  • Bachelor’s degree in business, finance, economics, engineering, or a related field required.

Job Family Group:

Private Client Coverage

Job Family:

Franchise Administration

Time Type:

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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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Effective November 1, 2021, Citi requires that all successful applicants must be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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