Global Head of Client Onboarding - Citi Services

Global Head of Client Onboarding - Citi Services

Role Overview

Citi Services is seeking a visionary Global Head of Client Onboarding to lead the transformation of the end to end onboarding experience across its global Services franchise - Payments, Liquidity Management Services (LMS), Trade & Working Capital Solutions (TWCS), Issuer Services and Investor Services. The role is responsible for architecting and executing a next generation global onboarding platform that delivers a digital first, AI powered, data driven client experience, dramatically reducing cycle times while increasing transparency, scalability and operational resilience.

Why This Role Matters

The onboarding experience is a critical gateway to client relationships and revenue activation for Citi's Services franchise. This role offers a unique opportunity to reimagine and rebuild onboarding as a global digital platform, leveraging AI, automation and advanced data capabilities to deliver faster client activation, superior experiences, and long term competitive advantage.

Key Responsibilities Strategic Leadership & Platform Transformation

• Define and execute the global onboarding strategy for Citi Services, supporting client growth across Payments, LMS, TWCS, Issuer Services and Investor Services.

• Transform onboarding into a digital platform capability, delivering seamless, automated and scalable onboarding journeys for institutional clients worldwide.

• Build and lead a multi year transformation roadmap focused on digitization, automation, AI driven decisioning and data driven insights.

• Partner with engineering and platform teams to modernize onboarding infrastructure leveraging:

• API driven architecture
• Microservices based workflows
• Cloud enabled digital platforms
• Intelligent document processing
• AI powered data extraction and validation
• Real time onboarding transparency and client tracking

• Establish onboarding as a strategic growth engine, accelerating time to revenue for clients adopting Citi Services solutions.

• Serve as a thought leader internally and externally, shaping the future of digital onboarding in institutional banking.

Digital Innovation & AI Driven Transformation

• Drive adoption of AI, machine learning and intelligent automation to streamline onboarding workflows and reduce manual processes.

• Deploy advanced analytics and predictive insights to optimize onboarding journeys, improve cycle times and proactively identify onboarding risks or bottlenecks.

• Lead integration of digital identity verification, regulatory technology and industry onboarding utilities.

• Partner with fintech and technology firms to introduce innovative onboarding capabilities and digital collaboration models.

• Champion a product led approach, delivering onboarding solutions through continuous iteration using Agile, DevOps and design thinking methodologies.

Client Experience & Product Mindset

• Reimagine the onboarding journey as a client centric digital experience, delivering simplicity, transparency and speed.

• Build capabilities such as:

• Self service onboarding portals
• Intelligent onboarding assistants
• Real time onboarding status dashboards
• Dynamic documentation management
• API enabled client connectivity

• Drive measurable improvements in:

• Client onboarding cycle time
• Client transparency and satisfaction
• Digital adoption and automation rates
• First time right documentation capture

• Work closely with Sales, Coverage and Product teams to ensure onboarding capabilities support client acquisition and product adoption strategies.

• Translate client and market feedback into product enhancements and platform capabilities.

Data, Analytics & Platform Intelligence

• Build a data driven onboarding ecosystem, enabling real time insights into onboarding progress, bottlenecks and client experience metrics.

• Develop onboarding analytics capabilities including:

• Onboarding cycle time analytics
• Client experience metrics
• Operational productivity insights
• Predictive onboarding outcomes

• Utilize data and AI to continuously optimize onboarding processes and client journeys.

Operational Excellence & Platform Scalability

• Design scalable global onboarding operating models supported by automation, workflow orchestration and standardized data models.

• Establish operational performance frameworks using data driven metrics, dashboards and continuous improvement methodologies.

• Lead transformation initiatives to improve productivity, efficiency and service quality across onboarding operations.

• Manage significant global resources and budgets while delivering measurable operational improvements.

Risk, Governance & Compliance

• Ensure onboarding processes adhere to the highest standards of regulatory compliance, risk management and operational integrity.

• Partner with Compliance, Legal, Risk and KYC teams to integrate regulatory requirements into digital onboarding workflows.

• Strengthen control environments through automation and intelligent control monitoring.

• Safeguard Citi's reputation and client trust through strong governance and transparent issue management.

Leadership & Ecosystem Collaboration

• Lead and inspire a global team of onboarding, product and operations professionals.

• Foster a culture of innovation, experimentation and continuous improvement.

• Collaborate across Citi's ecosystem including Product, Technology, Data, Operations, Coverage and Risk partners.

• Engage with external partners including fintech firms, technology vendors and industry utilities to accelerate innovation.

• Represent onboarding strategy in senior leadership forums and key client engagements.

Qualifications

• Extensive leadership experience in financial services, fintech or technology organizations.

• Proven experience building or transforming digital platforms, product ecosystems or client journeys at scale.

• Deep understanding of client onboarding processes within transaction banking, payments, liquidity management, trade finance or capital markets services.

• Track record delivering large scale digital transformation initiatives involving AI, automation and modern platform architectures.

• Experience operating in complex global and matrixed organizations.

Skills & Capabilities Product & Platform Leadership

Experience building scalable digital platforms and client experiences, with strong product management principles.

Technology Fluency

Understanding of modern digital architectures including:

• APIs
• Microservices
• Workflow orchestration
• Cloud platforms
• Data platforms
• AI/ML enabled automation

Strategic & Commercial Acumen

Ability to connect platform innovation with client value, revenue growth and market differentiation.

Client Centric Innovation

Passion for improving client experiences through technology, analytics and user centered design.

Leadership & Influence

Exceptional ability to lead global teams and influence senior stakeholders across multiple functions.

Agile Delivery

Experience working in Agile, DevOps and design led environments, enabling rapid innovation and delivery.

Education

Bachelor's degree or equivalent required. MBA or equivalent graduate degree preferred.

Primary Location & Compensation

Full time, €230,000.00 - €420,000.00 per year.

Equal Opportunity Statement

Citi is an equal opportunity employer and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristic protected by law.

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