Program Senior Group Manager, Branch Performance Strategy and Execution
Role Summary
The Head of Branch Performance Management & Strategy is a senior leadership role accountable for defining and executing the enterprise strategy for sales productivity, performance management, goal setting, reporting, and client experience insights across the U.S. Branch Network, supporting ~650 branches and ~5,000 frontline colleagues.
Responsibilities
Lead enterprise productivity strategy: Own the strategy and execution of branch productivity frameworks, ensuring consistent measurement of performance and financial contribution across ~650 branches while aligning to enterprise priorities and commitments.
Lead high-impact program execution: Manage and develop a team while overseeing complex, enterprise-wide initiatives, ensuring disciplined execution of performance management, goal setting, and reporting processes at scale.
Own goal-setting strategy and execution: Lead the end-to-end design and delivery of goal setting across all branch job families by developing scalable, data-driven allocation methodologies that cascade targets across ~5,000 frontline colleagues and drive clarity and accountability.
Drive cross-functional goal alignment: Partner with senior leaders across Sales, Finance, Product, Marketing, and Business Intelligence to align on goal-setting methodologies, assumptions, and outcomes, ensuring strong governance and enterprise-wide adoption.
Translate insights into performance actions: Leverage advanced analytics to identify productivity opportunities and partner with Sales leadership to implement targeted strategies that improve banker performance and optimize branch capacity.
Establish benchmarking and accountability standards: Design measurement frameworks that benchmark branch and banker performance against internal and external standards, enabling transparency, performance management rigor, and targeted improvement actions.
Own performance metrics architecture: Lead the design, governance, and continuous evolution of performance metrics and scorecards across all branch job families, ensuring alignment with business strategy and consistent performance evaluation practices.
Shape reporting tools and frameworks strategy: Define and influence the strategy and implementation of reporting tools, dashboards, and performance frameworks, enabling leaders to effectively monitor, manage, and act on performance insights.
Deliver client experience insights and strategy: Lead analysis of client experience data to identify themes, root causes, and opportunities, partnering with Client Experience teams and business owners to solve pain points and improve client and business outcomes.
Provide strategic performance thought leadership: Serve as a key advisor on performance management philosophy, evolving frameworks to drive balanced outcomes across growth, productivity, and client experience.
Deliver executive-level strategic insights: Develop and present clear, compelling, and data-driven narratives on productivity, goal attainment, sales trends, and client experience to executive leadership, influencing strategic decisions.
Influence planning and financial outcomes: Partner with Finance and Wealth Intelligence to support planning processes and ongoing performance tracking, identifying drivers of variance and shaping actions to improve results versus plan.
Engage and influence senior stakeholders: Build strong partnerships with senior leaders across Sales, Finance, Product, Marketing, Wealth Intelligence, and Client Experience to align priorities and drive coordinated execution.
Solve complex business challenges: Apply deep analytical and strategic expertise to diagnose systemic performance issues and develop innovative, data-driven solutions that unlock productivity and improve client outcomes.
Drive enterprise alignment and decisions: Present, influence, and gain consensus on complex, high-impact initiatives with executive leadership, balancing competing priorities to advance critical business objectives.
Qualifications
15+ years of experience, including 8–10+ years of managerial experience leading teams and large-scale initiatives
10+ years of relevant experience in Financial Services, Finance, Analytics, Consulting, or related disciplines
Demonstrated leadership in managing large, complex, cross-functional programs with enterprise-wide impact
Proven ability to partner, influence, and negotiate effectively across all levels, including senior executives and business leadership
Exceptional strategic thinking and problem-solving skills, with the ability to translate data into actionable business strategies
Excellent communication and executive presentation skills, with the ability to convey complex insights in a clear and compelling manner
Experience developing high-quality executive materials and leading discussions with senior leadership
Proven experience leading teams and developing talent in a high-performance environment
Proven experience in program/project management, consulting, PMO leadership, or functional transformation roles
Advanced proficiency in Excel and PowerPoint required
Preferred Experience
Performance management, sales productivity, or customer/branch analytics
Knowledge of client experience measurement and improvement frameworks
PMP, PgMP, CAPM, and/or MBA or equivalent advanced degree
Education
Bachelor’s/University degree required or equivalent professional experience
Master’s degree (e.g., MBA or related field) strongly preferred
Job Family Group
Project and Program Management
Job Family
Program Management
Time Type
Full time
Primary Location
NC-CHARLOTTE (BALLANTYNE)
Primary Location Full Time Salary Range
$170,000.00 - $300,000.00
Additional Information
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.
Equal Opportunity Employer
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.