• Competitive
  • Elk Grove Village, IL, USA
  • Permanent, Full time
  • Citi-US
  • 2019-05-25

Citi Retail Services - Head of Pricing & Statement Operations

Citi Retail Services - Head of Pricing & Statement Operations

  • Primary Location: United States,Illinois,Elk Grove Village
  • Education: Bachelor's Degree
  • Job Function: Product Management
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 25 % of the Time
  • Job ID: 19018209


About Citi
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi's Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients' and the public's trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.


Citi Retail Services (CRS) is a leader in the retail credit card industry.  CRS manages 43 million active customer accounts via long-standing partnerships with industry leaders including Sears, Macy*s, The Home Depot and BestBuy.  Via these relationships, CRS generates $45Bn in managed assets. With a pre-eminent global brand and distribution, CRS delivers industry-leading products, advanced services and payment systems that address clients' evolving needs.

The CRS Business Operations Department is searching for an individual to lead the Pricing and Statement Operation teams. This positon manages all aspects of cardholder pricing and pricing changes, annual customer notification requirements (e.g. Privacy and Promo mailings), exception reporting, quality assurance oversight, management of Pricing Council, APR lookback functionality, Asset Sale Management, change-in-terms management, regulatory and governance related pricing components, onboarding of new clients, conversion activities, statement processes and execution, end-to-end statement validation, supporting marketing product constructs related to pricing, and ensuring the mainframe systems (FDR and IBS) support CRS' partner contracts and consumer cardholder terms. This position provides strategic insights and thought leadership to evaluate the pricing and statement capabilities for CRS to ensure products and solutions are being built and tailored to best support the CRS organization. Additionally, this position is accountable for identifying potential gaps that could drive issues and determine applicable solutions that minimize impact to CRS. This person will work closely with cross functional business teams to formulate and implement business recommendations and report out to management, auditors and regulators on pricing functionality. This position works closely with the Senior Management teams (C-Suite), Partner Management Leadership Teams, Partner Management, and cross functional leaders across Corporate Compliance functions, Branded Cards counterparts, Marketing, Risk, Finance, and Business Development, as well as interacting with our Partners. This will person will manage a team of approximately 25-30 FTE and will report directly to the Managing Director.

Key Responsibilities & Collaborative Points

  • Responsible for leading and guiding the Pricing Project Execution, Pricing Governance and the Statement Execution and Control teams under Marketing Operations
  • Responsible for participating and supporting the project prioritization processes that exists within Citi and ensure appropriate capacity and timelines are allocated to support the CRS Organization
  • Support and guide team to review and understand product constructs for the CRS partners and marketing teams to drive appropriate system design, process solutions, and adherence to the regulatory environment.
  • Establish appropriate governance routines and processes (MCAs) in concert with other CRS governance functions and CBORC
  • Responsible for identifying, building solutions and clearly communicating areas of improvement within the Pricing and Statement teams to support better resource utilization, cost savings, or production efficiencies
  • Responsible for the flawless execution of the Asset Sale processes that reside within Business Operations
  • Responsible for structuring standardized card holder agreement solutions to minimize versions, mitigate risk, and drive greater efficiency within the processes
  • Evaluate and drive pricing and statement automation solutions to drive greater controls, sustainable processes, reduce time to market and drive greater efficiency
  • Strong project management discipline and problem solving capabilities
  • Support internal and external audits and walk-throughs as required; capable of talking to regulators when requested
  • Ensure adherence to the regulatory requirements for the pricing team
  • Understand critical data processes and technology components within the pricing processes; identifying critical gaps and/or opportunities and devising a plan to address and implement
  • Support new partner onboarding; providing conversion and data mapping support
  • Develop next evolution of pricing and statements strategy for CRS
  • Develop strong, trust-based relationships with critical internal business partners
  • Develop and import/export key talent to support the statement team
    Key Collaboration Points:

    In order to successfully within this role, this position will partner with the following teams:
  • Technology
  • Business Delivery (BPO)
  • Collections
  • Customer Service
  • Marketing
  • Compliance, Legal and Risk
  • Partner Management
  • Chief Marketing Officers
  • Finance Teams  
  • Risk
  • Legal and Compliance
  • FDR


  • 15+ years of experience working within Credit Card industry and/or IT function in a large, matrixed, multinational organization; Private Label Credit experience preferred
  • Bachelor's Degree in Business, Technology or a quantitative discipline (e.g. Finance Mathematics, Economics or Engineering)
  • Understanding of credit card data and credit card systems; knowledge of FDR and IBS a plus
  • Ability to set long-term vision and "bring the organization along"
  • Strong knowledge of consumer financial services regulatory environment required
  • Demonstrated track record of driving change in a matrixed, regulated, and resource-constrained environment
  • Strong business acumen
  • Specific knowledge of private label/co-brand credit cards, commercial products; working knowledge of other consumer financial services products a plus
  • Demonstrated track record of collaboration across multiple, disparate internal business groups; high emphasis on "getting to yes" and building strong intercompany relationships
  • History of attracting, developing, and retaining top talent at all levels
  • Excellent verbal and written communication skills
    Leadership Competencies

  • Demonstrated ability to operate and influence across the organization including at the C-Suite Level
  • Ability to build strong networks and relationships internally and externally
  • Strong communication skills and ability to communicate at all levels of the organization
  • Analytical and conceptual thinker with ability to operate in "white space"
  • Strategic thinker with ability to influence others across the organization
  • Highly capable in change management and proven experience in driving change
  • Comfortable operating in a highly matrixed, complex arena
  • Self-aware with ability to adapt to various situations
  • Ability to rapidly assimilate and report on complex information while creating a future vision
  • Strong sense of accountability and decisiveness in a strong work ethic culture
  • Strong team player; ability to lead, partner and negotiate with cross functional teams and across organizational boundaries to successfully deliver client needs
  • Intellectually curious, proactively seeking and developing new opportunities
  • Experience in large scale organizational transformation a plus
  • Presentation and exerting influence
  • Demonstrated ability to deal with ambiguity
  • Relationship building skills both internally and with external clients / partners
  • Ability to prioritize and manage projects