Duties: Directs operations at Citi's San Antonio service center, as well as serving as spokesman for all of Citicorp's businesses in Texas. The New York giant employs more than 2,500 people in six Lone Star State cities.
Back-office capacity: Increasingly, Devine says the center will serve as a back office for Citi's consumer "marketplaces." It now handles some 2.4 million voice-response and operator-assisted calls a month on a variety of loan and deposit products (though not credit cards or mortgages). The Citigold products for affluent customers are handled at the center, which employs some 1,200 people and may add another 250 next year.
It's about choice: Devine says Citi is "taking a look at consumers in nontraditional marketplaces," and is increasing their options. "A customer could walk into an Illinois branch and ask for a loan there, or call an 800 number to a telesales representative in San Antonio, and we could fund the loan directly out of San Antonio."
Background: A longtime Citi veteran, he had earlier been executive director of its Worldwide Distribution Services in Chicago, which handles international products like traveler's checks. Began his career with Citi after graduate school, then did a six-year stint with Bankers Trust Co., including service as a sales manager in northern Europe.
Training ground: Devine relocated from Missouri, where he was president of Citi's National Credit and Mortgage Services unit and was corporate officer for the state as well. Beginning there in November 1991, he says "we brought in standardized policies and consolidated consumer credit application processing in St. Louis" and helped rebuild the mortgage division.
Good locale: Says San Antonio's educated work force and variety of local service industries provide a good environment, "one we can grow easily in." Admits that "I haven't bought my cowboy boots yet."