Production Management Global Support Lead - Director

The Production Management Global Support Lead is a Senior Manager position within SMBF Services Production Management, specifically for the Trade and Working Capital Solutions (TWCS) business area. This role is critical to the Services Client Experience, focusing on leading Global Production teams with a strong emphasis on continuous improvement and fostering a culture of highly resilient, engineering‑led outcomes.

Stability & Resiliency:
Maintain high levels of stability, resiliency, and prevention for TWCS services, actively participating in and guiding incident recovery.

Collaboration:

Work with senior management across technology, operations, and business teams to develop actionable outcomes for Production.

Change Readiness:
Ensure high standards for Production Change Readiness and control adherence, prioritizing supportability, sustainability, and resiliency for technical changes.

Technical Leadership:
Drive the adoption of standard production tools for TWCS applications, focusing on monitoring, observability, capacity, resiliency, recoverability, and automation improvements.

Workload Management:
Proactively assess and manage dominant L1, L2, and L3 workload drivers, identify emerging trends, and devise plans to improve efficiency and service levels.

Automation & GenAI:
Minimize human intervention by leveraging Generative AI and Automation capabilities, prioritizing development/product opportunities.

SLA & Performance:
Implement strong SLA / Performance measurement, analyze production insights, identify trends, and set clear goals for improvement.

Business Acumen:
Develop and maintain a strong understanding of Trade & Working Capital Solutions product functionality and business requirements.

Stakeholder Influence:
Collaborate and influence senior leaders on stability and operational topics both internally and externally.

People Management:
Manage and develop talent, conduct performance evaluations, and oversee reward & recognition.

Vendor Management:
Engage with vendors and partners to achieve high service levels.

Budget & Staffing:
Manage the TWCS Production budget and staffing, making commercially minded decisions to optimize Total Cost of Ownership (TCO).

Risk Management:

Appropriately assess and manage risk, ensuring compliance with laws, regulations, and policies, applying sound ethical judgment, and transparently escalating/reporting control issues.

Experience:

Extensive industry‑relevant experience, highly experienced in various Production Management disciplines with a track record of continual improvement.

Communication & Influence:
Excellent interpersonal and communication skills, with the ability to influence and garner support from senior stakeholders and partners. Comfortable presenting issues, initiatives, and progress in various forums, and adept at distilling complex information into succinct messages.

Quality & Problem Solving:
Demonstrable commitment to quality, attention to detail, critical thinking, and problem‑solving skills.

Organizational Navigation:
Highly effective at navigating complex organizations.

Financial Acumen:
Strong financial planning and cost discipline.

Team Leadership:
Exceptional staff engagement and talent development.

Technical Proficiency:
Experience managing distributed teams and familiarity with relevant technologies, including relational and No

SQL databases, middleware, programming languages, and operating systems.

Cloud & Microservices:
Experience/knowledge with supporting applications deployed as microservices on Cloud Environments.

Innovation:
Proven track record of keeping abreast of emerging industry and technological advances.

• 27 days annual leave (plus bank holidays)
• A discretional annual performance‑related bonus
• Private Medical Care & Life Insurance
• Employee Assistance Program
• Pension Plan
• Paid Parental Leave
• Special discounts for employees, family, and friends

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self, every day. We want the best talent around the world to be energized to join us, motivated to stay and empowered to thrive.

Job Family Group:
Technology

Job Family:
Applications Support

Time Type:
Full time