ARTIFICIAL INTELLIGENCE

“We are not graded on effort. We are judged on our results.” – Jane Fraser – Citi

The Quote in Context

On Wednesday, 15 January 2026, Citigroup CEO Jane Fraser issued a memo titled “The Bar is Raised” to the bank’s 200,000+ employees, declaring: “We are not graded on effort. We are judged on our results.” This statement encapsulates Fraser’s uncompromising philosophy as she drives the institution through its most ambitious transformation in decades. The memo signals a decisive shift from process-oriented management to outcome-focused accountability-a cultural realignment that reflects both the pressures facing modern financial institutions and Fraser’s personal leadership ethos.

Jane Fraser: The Architect of Citigroup’s Transformation

Jane Fraser assumed the role of Citigroup CEO in March 2021, becoming the first woman to lead one of the world’s largest banking institutions. Her appointment marked a turning point for a bank that had struggled with regulatory compliance issues, operational inefficiency, and underperformance relative to competitors. Fraser arrived with a reputation for operational rigour, having previously served as head of Citigroup’s Latin America division and later as head of Global Consumer Banking.

Fraser’s tenure has been defined by a singular mission: transforming Citigroup from a sprawling, complex conglomerate into a leaner, more focused institution capable of competing effectively in the modern financial landscape. This vision emerged from a recognition that Citigroup had accumulated decades of technical debt, regulatory vulnerabilities, and organisational redundancy. The bank faced persistent criticism from regulators regarding its risk management systems, data governance, and compliance infrastructure-issues that had resulted in formal consent orders and substantial remediation costs.

Her leadership style emphasises clarity, accountability, and measurable outcomes. Fraser has repeatedly stated that “Citigroup must become simpler to manage and easier to regulate,” a principle that underpins every major strategic decision she has made. This philosophy directly informs the statement that “we are judged on our results”-a rejection of the notion that good intentions or diligent effort can substitute for tangible performance improvements.

The Transformation Initiative: Strategic Context

Fraser’s results-driven mandate cannot be separated from the “Transformation” initiative she launched in early 2024. This comprehensive programme represents one of the most significant restructuring efforts in Citigroup’s recent history, encompassing technology modernisation, organisational streamlining, and cultural reform. The Transformation targets the elimination of up to 20,000 roles over three years-approximately 10% of the workforce-with projected cost savings of $2.5 billion.

As of January 2026, more than 80% of the Transformation effort is complete. The initiative extends far beyond simple headcount reduction; it addresses fundamental operational inefficiencies accumulated over decades of acquisitions, regulatory changes, and technological stagnation. The programme includes the replacement of legacy systems with modern cloud-based infrastructure, the implementation of artificial intelligence across business processes, and the elimination of overlapping management layers that had created unclear reporting lines and diffused accountability.

The timing of Fraser’s “bar is raised” memo reflects a critical juncture. With the heavy lifting of the Transformation largely complete, the bank is transitioning from restructuring mode to performance mode. Fraser’s emphasis on results signals that the period of “transformation excuses” has ended. Employees can no longer attribute underperformance to system migrations or organisational upheaval. The infrastructure is in place; execution is now paramount.

Performance Metrics and Accountability

Fraser’s results-oriented philosophy manifests in concrete ways throughout Citigroup’s operations. The bank has redefined its success metrics, introducing new scorecards and performance expectations that emphasise commercial outcomes. Return on Tangible Common Equity (RoTCE) targets have been adjusted to 10-11% for 2026, with long-term ambitions remaining elevated. This metric-driven approach extends to compensation structures for senior leaders, where performance incentives are now explicitly tied to measurable business outcomes rather than effort or activity levels.

The memo’s emphasis on results reflects Fraser’s assessment that Citigroup’s competitive position depends on execution excellence. In 2025, the bank generated approximately $85 billion in revenue, up roughly 6% year-on-year. Investment banking fees reached nearly $1.3 billion, rising 35% annually, whilst advisory fees jumped more than 80% year-on-year. These figures demonstrate that Fraser’s strategy is yielding tangible returns, validating her results-focused approach.

However, Fraser acknowledges that the path remains incomplete. She has explicitly stated that Citigroup “fell behind in some areas last year, particularly around data as it relates to regulatory reporting.” Rather than accepting this as an inevitable consequence of transformation, Fraser treated it as a performance failure requiring immediate remediation. The bank reviewed its entire data programme, retooled governance structures, and increased investments in technology and talent. This response exemplifies her philosophy: identify gaps, assign accountability, and demand results.

The Broader Context: Results-Driven Leadership in Finance

Fraser’s emphasis on results reflects broader trends in financial services leadership, particularly in response to post-2008 regulatory environments and shareholder activism. The financial crisis exposed the dangers of process-oriented cultures where effort and activity could mask underlying risk or poor decision-making. Subsequent regulatory frameworks have increasingly emphasised accountability and measurable compliance outcomes.

Fraser’s philosophy also responds to competitive pressures within investment banking and wealth management. Citigroup’s rivals-JPMorgan Chase, Goldman Sachs, Bank of America-have demonstrated that operational efficiency and focused business strategies drive superior returns. Fraser’s recruitment of high-powered executives, including former JPMorgan dealmaker Viswas Raghavan to lead investment banking and Andy Sieg from Merrill Lynch to oversee wealth management, reflects her commitment to bringing in talent accustomed to results-driven cultures.

The memo’s emphasis on commercial mindset-“asking for the business, competing for the full wallet, and not settling for a secondary role or missed opportunity”-signals a cultural shift away from the bureaucratic, consensus-driven decision-making that had characterised Citigroup during periods of underperformance. Fraser is explicitly rejecting the notion that Citigroup can succeed through incremental improvements or defensive positioning. Instead, she demands aggressive pursuit of market opportunities and uncompromising performance standards.

Artificial Intelligence and Future Productivity

Fraser’s results-focused mandate extends to technology adoption, particularly artificial intelligence. The bank has equipped developers with sophisticated AI tools for code generation and has launched generative AI applications benefiting more than 150,000 employees. Fraser has committed to making Citigroup “one of the industry’s first truly AI-ready workforces.”

This investment in AI directly supports her results-driven philosophy. Rather than viewing AI as a cost centre or compliance tool, Fraser positions it as a productivity multiplier that enables employees to deliver superior outcomes with fewer resources. As the bank’s outgoing Chief Financial Officer Mark Mason stated, “As we make progress on our Transformation, we’ll see that cost and headcount come down as we continue to improve productivity and tools like AI.” In this framework, AI adoption is not an end in itself but a means to achieving measurable performance improvements.

Leading Theorists and Philosophical Foundations

Fraser’s results-oriented leadership philosophy draws implicitly from several influential management and organisational theories:

Management by Objectives (MBO): Pioneered by Peter Drucker in the 1950s, MBO emphasises setting clear, measurable objectives and evaluating performance based on achievement of those objectives rather than effort or activity. Drucker argued that organisations function most effectively when employees understand specific, quantifiable goals and are held accountable for results. Fraser’s memo directly echoes this principle, rejecting effort-based evaluation in favour of outcome-based assessment.

Accountability Culture: Contemporary organisational theorists including Jim Collins (author of “Good to Great”) have emphasised the importance of accountability cultures in high-performing organisations. Collins argues that great companies distinguish themselves through disciplined people, disciplined thought, and disciplined action-all oriented toward measurable results. Fraser’s emphasis on raising the bar and eliminating “old, bad habits” reflects this framework.

Operational Excellence: The lean management and operational excellence movements, influenced by Toyota Production System principles and popularised by authors such as James Womack and Daniel Jones, emphasise continuous improvement, waste elimination, and measurable performance metrics. Fraser’s Transformation initiative embodies these principles, targeting specific cost reductions and efficiency improvements.

Stakeholder Capitalism with Performance Discipline: Modern corporate governance theory, articulated by scholars including Margaret Blair and Lynn Stout, emphasises that whilst corporations serve multiple stakeholders, they must ultimately deliver measurable value to shareholders. Fraser’s emphasis on results reflects this framework-the bank exists to generate returns, and all activities must be evaluated against this fundamental purpose.

The Memo’s Broader Message

Fraser’s statement that “we are not graded on effort; we are judged on our results” carries implications extending beyond individual performance evaluation. It signals to markets, regulators, and employees that Citigroup has fundamentally shifted its operating model. The bank is no longer in crisis management or remediation mode. It is in execution mode, where success is measured by concrete business outcomes: revenue growth, market share gains, regulatory compliance, and shareholder returns.

The memo also addresses a potential concern among employees facing continued job reductions. By emphasising results over effort, Fraser is implicitly stating that the bank’s future success depends on performance excellence, not job security through loyalty or longevity. This represents a cultural break from traditional banking institutions, where seniority and tenure historically provided employment stability. Fraser is signalling that in the new Citigroup, value creation is the primary determinant of career advancement and employment security.

Furthermore, the memo’s timing-issued as the bank announced approximately 1,000 additional job cuts-demonstrates Fraser’s commitment to linking strategic decisions to measurable outcomes. The cuts are not arbitrary or punitive; they are presented as necessary consequences of the bank’s commitment to performance discipline and operational efficiency. Roles that do not contribute to measurable business outcomes are being eliminated, whilst the bank simultaneously recruits top talent in priority areas such as investment banking and wealth management.

Conclusion: A Philosophy for Modern Banking

Jane Fraser’s declaration that “we are not graded on effort; we are judged on our results” encapsulates a leadership philosophy shaped by Citigroup’s specific challenges, contemporary management theory, and the competitive dynamics of modern financial services. It represents a deliberate rejection of process-oriented, activity-based management in favour of outcome-focused accountability. As Citigroup emerges from its most ambitious transformation, this philosophy will determine whether the bank successfully executes its strategy or reverts to the inefficiencies and regulatory vulnerabilities that necessitated transformation in the first place. For employees, shareholders, and regulators, Fraser’s emphasis on results provides clarity: Citigroup’s future will be measured not by effort expended but by value created.