Program Management Manager

For more specific/detailed information about this position, please see "additional job description".

The Program Manager/banking AVP provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong communication and diplomacy skills are required. Generally has responsibility for volume, quality, timeliness of end results and shared responsibility for planning and budgets. Work affects an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family. Full supervisory responsibility, ensuring motivation and development of team through professional leadership to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.

Responsibilities:

• Supports planning, directing and coordination of day-to-day activities of running a program or portfolio of programs.
• Ensures change control is executed throughout program.
• Ensures appropriate program staffing levels.
• Ensures creation of program plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central program issue log.
• Ensures resources are assigned to program & monitor commitment. Ensure change control is executed throughout program.
• Identifies, documents, and understands program dependencies.
• Identifies key stakeholders who participate in program scope definition.
• Tracks actual program costs, identify variances, and reforecast program costs as needed.
• Measures program management performance against standards.
• Ensures appropriate program staffing levels.
• Establishes program communication needs and create program communication plan.
• Creates the program risk management plan.
• Works with procurement team to create, administer, track, and eventually close program contracts.
• Makes recommendations for training and development needs for assigned personnel.
• Coaches and evaluates team's performance and makes recommendations for pay increases, promotions, etc.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 5-8 years of experience
• Demonstrated having worked as a Program or Project Manager and/or Lead medium to large cross-functional projects with commensurate people management experience

Education:

• Bachelor’s/University degree or equivalent experience

This is a people manager role with critical domestic responsibilities, providing direct leadership for "6+ directs including domestic officers and domestic non-officers.

Extensive Knowledge Management & Governance:

• The position provides ownership and governance including policy required reviews and controls of 5000+ Knowledge Management desktop manuals & customer facing communications for all Customer Service LOBs: Brands, CRS & Retail Bank.
• Also responsible for 5000+ Annual Desktop Manual  and Assets (Tools, Tables) Reviews tied to PRCMs. Central role in maintaining operational standards and mitigating control breaks and a formal issue.
• Issue cap milestone ownership when desktop manuals involved.
• Responsible for exam management and audit reviews over desktop manuals.

Mandatory Regulatory & Policy Compliance SIRT (Security Incident Response Team) Process: The role is essential for executing the Sirt Process as required by Citi policy. This involves manually creating and sending policy-required correspondence to customers, which must be hand delivered to domestic Citi site mailroom to ensure we are in policy.

Essential Third-Party Vendor Oversight & Risk Management:

• The resource executes Citi Third Party Vendor Management required domestic oversight/BAO (Business Activity Owner) support for offshore vendors.
• Responsibilities include managing Cross-Border Data activities, PRCM (Periodic Risk & Control Monitoring requires weekly external quality calibrations with the vendor, and identifying potential risks within vendor SLAs, contact center metrics, and identify any contract discrepancies based on Risk survey and making Citi Third Party aware of identified risks.

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Job Family Group:

Project and Program Management

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Job Family:

Program Management

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Time Type:

Full time

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Primary Location:

Johnson City Tennessee United States

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Primary Location Full Time Salary Range:

$74,160.00 - $111,240.00

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

Customer Service, Governance, Operations Support, Process Improvement Plans, Process Improvements, Supervision, Supervisory Management.

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Anticipated Posting Close Date:

Dec 18, 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.

 

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