The individual in this role will be responsible for all Recovery Operations for multiple lines of business to include Branded and Retail Services Cards, Mortgage and Retail Banking. Leads a team of 8 Recovery Senior Managers who assess, evaluates and makes recommendations relative to recovery operations strategy, resource capacity planning and reporting capabilities in order to implement measures to attain portfolio risk goals.

This position is responsible for collections servicing requirements, needs/issues, volumes, timelines, etc. and will collaborate with Risk Management Operations to develop and oversee processes to achieve portfolio loss and expense objectives. Directly, or in conjunction with Risk Analytics/Modeling, lead the development and evaluation of reporting tools and analysis.

Responsibilities:

• Position is responsible for budget planning, policy formulation and future strategy of Recovery Operations (vendor management, remarketing, bankruptcy, asset management and attorney management).
• Responsible for strategy development and management of all aspects of 3rd party vendor management, including selection and ongoing monitoring of processes and procedures to reduce overall delinquency.
• Lead a large team of Recovery Senior Managers across multiple sites including the management of people, budget and strategy planning.
• Responsible for the collections performance of all agencies, attorneys, probate vendors, and bankruptcy vendors performing collection services across all Consumer Group business.
• Establishes innovative structure for oversight of all Consumer Counseling Agencies and performance for all portfolios including compliance adherence and issue closure to enhance operational effectiveness.
• Lead the ideation, creation and execution of all charged-off asset sales in North America. Including on boarding new buyers, annually recertification of those buyers, audit issue completion, Relationship management and all support functions required in the execution of 400 sales representing between 1.5 and 2.5 million accounts annually.
• Provides strategic planning and global asset sales consulting for other areas within Citi and represents the company to an established network of external clients, including debt buyers and vendors
• Champion innovation and process improvement for all aspects of Recovery Operations including phone operations, bankrupt account handling, affidavit production and media production.
• Operating Budget of approx. $120MM with total on and off shore headcount of 950.

Education and Experience Requirements:

• BS/BA degree or equivalent combination of education/experience
• Advanced level experience in a related role with extensive experience in business, functional and people management is required.

Knowledge, Skills and/or Abilities:

• Role requires high degree of financial services industry knowledge, strategic thought leadership, understanding of multi-site call center environments.
• Demonstrated ability to lead transformational change, including developing vision and strategy/roadmap to reach end state objectives.
• Highly effective working with all stakeholders in a highly complex matrix organization and adept at managing through all levels of the organization.
• Ability to build a circle of trust with internal and external stakeholders, with demonstrated exceptional relationship management skills and interpersonal skills.
• Demonstrated ability to drive teams that span regions, businesses and functions toward a common purpose through outstanding communication and influencing skills.
• Exemplary thought leadership skills with proven ability to build and lead strategic initiatives
• Proven ability to execute/deliver results, through demonstrated experience at developing, implementing, and executing against complex dimensions with a high record of achievement
• Strong influencing and negotiation skills; able to facilitate a diverse set of senior executives to drive convergence to a common set of priorities and standards.
• Pragmatic problem solver, forward thinker with independence of thought

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Relocation assistance will be provided.

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Job Family Group:

Operations - Management Operations

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Job Family:

Management Leadership

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Time Type:

Full time

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Primary Location:

Jacksonville Florida United States

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Primary Location Full Time Salary Range:

$170,000.00 - $300,000.00

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.

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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:

Sep 19, 2025

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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.