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Global Head of Client Onboarding

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Citi

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Location:
United Kingdom , London

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Category:
Finance

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Contract Type:
Not provided

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Salary:

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Job Description:

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

Job Responsibility:

  • 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 globally
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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

Requirements:

  • 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
  • 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
  • Bachelor’s degree or equivalent required
  • MBA or equivalent graduate degree preferred

Additional Information:

Job Posted:
March 22, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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