Shelly Wilson

About Shelly Wilson

Shelly Wilson was named as Managing Director / Head of COO Operating Model & AI (OM & AI) within the Chief Operating Office in September 2025. In this pivotal role, she is at the forefront of driving significant improvements in Operations and Controls processes across the Citi COO organization. Shelly is responsible for developing and executing the Target Operating Model for COO and is a key champion for AI adoption, leveraging it to enhance client and employee experiences, strengthen controls, and boost efficiency across the enterprise. Prior to her current role, Shelly served as Head of Enterprise Excellence: USPB and Wealth Engagement in the Chief Operating Office. In this role, she supported USPB and Wealth Operations by creating and delivering enterprise-wide programs driving efficiency, transforming and simplifying, minimizing risk and gaining competitive advantage. She was also responsible for the Home Office Program, Media Services, and Global Workforce Optimization.Shelly began her Citi journey in April 2021, assuming the role of Chief of Staff for U.S. Personal Banking Operations. Her dynamic approach to business management, cross-enterprise program management, executive complaints, desktop modernization, data & analytics and communications rapidly made her an invaluable asset. In June 2023, Shelly became the Global Chief Operating Officer for Personal Banking and Wealth Management (PBWM) Operations and Fraud Prevention, where she orchestrated strategic operational plans, propelled advancements across multiple technology platforms, and fostered a modern and nimble workforce. Tasked with streamlining global systems, Shelly excelled in meeting financial targets and simplifying business processes. She was also responsible for Global Location Strategy and Work Force Optimization.Before joining Citi, Shelly was an Executive Director at JPMorgan Chase in Consumer Banking. Her impactful leadership for their branch transformation saw the modernization of approximately branches through innovative technology, operational model enhancements, staffing initiatives, and branch network optimization. Shelly boasts a wealth of experience in product development, strategy and transformation, program management, real estate, technology, and operations. Prior to joining JPMorgan Chase in 2005, she honed her skills in various finance roles at L Brands, spanning planning and analysis, accounting, and audit. Shelly holds an MBA from The Ohio State University and lives in Jacksonville, FL, with her husband and their two daughters.

Experience

1. Managing Director Head of Chief Operating Office Operating Model & Ai

   Citi

   Oct 2025 — Present

   The Head of COO Operating Model & AI (OM & AI) will be responsible for driving the improvement of Operations and Controls processes in the Citi COO organization and deliver demonstrable improvement in client and employee experience, controls and efficiency. This includes developing and executing the Target Operating Model for COO and executing in a timely and disciplined manner. This role will also be the AI champion for the COO Organization, partnering across the COO organization and broader Citi to drive adoption of AI. Responsible for creating and managing a roadmap for the successful achievement of Target Operating Model, deployment of enterprise capabilities, AI adoption, and compliance with process definition/taxonomy and uses, while driving investment planning and monitoring key metrics to ensure expected outcomes.

Education

• The Ohio State University Fisher College of Business

  MBA, General Business

  2005 — 2007

• Ohio University

  BBA, Finance

Skills

• Pmo
• Business Analysis
• Sdlc
• Project Management
• Cross-Functional Team Leadership
• Integration
• Project Portfolio Management
• Analysis
• Department Budgeting
• Portfolio Management
• Strategic Planning
• Risk Management
• Program Management
• Product Management
• Budgets
• Vendor Management
• Strategy
• Cash Flow Forecasting
• Process Improvement
• Financial Analysis