Citi is looking for a highly motivated and experienced Senior Operations Manager to lead its Servicemembers Civil Relief Act (SCRA) Operations team. This is a high-visibility, high-accountability function that directly shapes how Citi serves military customers and meets its federal regulatory obligations. In this role, you will be responsible for the comprehensive oversight of the SCRA Operations team, ensuring strict adherence to SCRA policies and regulations, driving operational efficiency, managing risk, and enhancing the technology platforms that support Citi's military servicing operations. The ideal candidate is a results-oriented leader with a strong background in operations management, team development, and a deep understanding of SCRA, with the opportunity to own a critical compliance-driven operation at one of the world's leading financial institutions.
Responsibilities
Lead and develop a team of 70+ operations professionals responsible for delivering consistent, compliant, and high-quality SCRA servicing outcomes for military customers.
Oversee day-to-day SCRA operations including compliance reporting, productivity monitoring, and the application of regulatory policy to ensure all customer communications and timelines meet legal requirements.
Design and implement operational strategies that improve process efficiency, strengthen regulatory controls, and enhance the overall military customer experience.
Manage the full risk and control environment for the SCRA function, including ownership of audit activity, engagement with second and third lines of defense, and preparation for regulatory examinations.
Review capacity plans, process changes, and service level agreements to maintain productivity, accuracy, and on-time delivery across the team.
Serve as the operational point of contact for Legal, Compliance, and executive regulatory teams, translating regulatory requirements into actionable operational standards.
Partner with senior leadership to identify improvement opportunities, communicate findings, and deliver proposals with clear timelines and measurable outcomes.
Ensure quality assurance processes are embedded across all team activities, with accountability mechanisms in place to uphold the highest operational standards.
Required Qualifications & Skills
10 or more years of experience in operations management within financial services or banking, with a track record of leading large teams in regulated environments.
Demonstrated ability to manage complex compliance or risk-driven operations, including direct engagement with regulatory or audit functions.
Deep knowledge of risk management and quality assurance processes, with the ability to build and maintain effective control frameworks.
Proven capacity to interpret regulatory requirements and translate them into clear operational policies, procedures, and team accountability structures.
Excellent written and verbal communication skills, with the ability to present analysis and recommendations clearly to senior leadership and regulatory stakeholders.
Strong problem-solving skills and meticulous attention to detail, particularly in environments where policy accuracy and customer communication timelines are critical.
Bachelor's degree or equivalent professional experience.
Beneficial Skills & Qualifications
Familiarity with the Servicemembers Civil Relief Act (SCRA) or other federal consumer protection regulations governing financial products.
Experience collaborating with Legal and Compliance teams in the @context of regulatory examinations, audits, or consent order management.
Master's degree in business, finance, law, or a related field.
What We Offer
Joining Citi means taking ownership of a function that matters - to military customers, to regulators, and to the institution. You will work at the intersection of operations, compliance, and leadership, with direct visibility into Citi's most senior regulatory and executive stakeholders. This role offers meaningful scope, real accountability, and the platform to shape how one of the world's largest financial institutions serves those who serve their country.
Leadership of a large, established operations team with direct impact on regulatory outcomes and customer experience.
High-profile cross-functional collaboration with Legal, Compliance, and executive leadership teams.
Hybrid working model with 3 days in the office and 2 days working remotely each week.
Access to Citi's global learning and development programms to support continued career growth.
Competitive financial wellbeing benefits, including compensation, retirement planning, and employee wellness support.
A performance-driven environment where accountability, expertise, and delivery are recognized and rewarded.
Apply now to bring your operations leadership expertise to a role where your decisions protect military customers and strengthen Citi's standing with regulators.
We are seeking a highly motivated and experienced Senior Vice President (SVP) to lead our SCRA (Servicemembers Civil Relief Act) Operations team as an Operations Manager. The successful candidate will be responsible for the comprehensive oversight of the SCRA Operations team, ensuring strict adherence to SCRA policies and regulations. This role is critical in driving operational efficiency, managing risk, and enhancing the technology platforms that support our military servicing operations. The ideal candidate will be a results-oriented leader with a strong background in operations management, team development, and a deep understanding of SCRA
Job Family Group:
Operations - Core
Job Family:
Operations Support
Time Type:
Full time
Primary Location:
Ofallon Missouri United States
Primary Location Full Time Salary Range:
$123,440.00 - $185,160.00
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.
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:
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 (https://tbcdn.talentbrew.com/company/287/cms/v3/docs/policies/Illinois\Career\Supplement_a11y.pdf)
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.
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Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
