Head of Client Experience & KYC Onboarding

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

The Head of Client Experience & KYC Onboarding is a senior global leadership role within SMB KYC Operations, responsible for defining and executing Citi’s end‑to‑end strategy for client experience and new‑to‑bank KYC onboarding. This role provides enterprise‑level oversight of KYC execution across all regions, ensuring adherence to AML/KYC regulatory frameworks, delivering operational excellence, and driving a world‑class client journey.

What you’ll do

Strategic Leadership & Governance

• Set and execute the global Client Experience and New‑to‑Bank KYC strategy aligned to Citi’s AML/KYC framework.

• Serve as senior authority on KYC policy interpretation and operational application across jurisdictions.

• Lead governance routines including KPIs, KRIs, regulatory interactions, audit readiness, and performance reporting.

Operational Execution

• Lead the end‑to‑end onboarding lifecycle, ensuring a seamless, intuitive, and compliant client experience.

• Oversee global capacity planning, workforce optimization, and service delivery across hubs and satellite teams.

• Monitor and drive productivity, quality, and timeliness against defined SLAs and regulatory commitments.

• Identify and implement process automation, digitization, and continuous improvement opportunities.

Compliance & Risk Management

• Ensure global alignment with AML, sanctions, and financial crime regulatory expectations.

• Strengthen first‑line risk ownership and maintain a robust control environment.

• Partner with Compliance, Risk, Financial Crime, and Legal on policy updates and operational impacts.

• Lead responses to regulatory inquiries, internal audits, and testing engagements.

Stakeholder Engagement

• Design and manage global Pipeline Management frameworks to ensure transparency and throughput visibility.

• Act as primary operations partner to Compliance, Business Lines, Technology, and senior leadership.

• Communicate regulatory changes, operational performance, and risk themes to executives.

• Influence enterprise‑wide programs and partner on transformation initiatives including CitiKYC.

People Leadership

• Lead senior managers and large multi‑region operational teams, setting standards of execution and accountability.

• Build and sustain a high‑performance culture focused on transparency, quality, and regulatory excellence.

• Drive global talent strategy, succession planning, and professional development.

What we’ll need from you

• ​Extensive experience in KYC/AML operations, financial crime, risk management, or compliance.

• Leadership of large global operational teams and complex workflows.

• Success in strategy development, organisational transformation, and change delivery.

• Strong understanding of global financial crime regulatory frameworks.

• Experience with KYC technology, workflow tools, data management, and automation solutions.

• Excellent analytical, problem‑solving, communication, and decision‑making skills.

• Bachelor’s degree required; Master’s degree preferred.

What we can offer you

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive.

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

#LI-NS10

------------------------------------------------------

Job Family Group:

Operations - Services

------------------------------------------------------

Job Family:

Business KYC

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Primary Location Full Time Salary Range:

€130,000.00 - €230,000.00

------------------------------------------------------

Most Relevant Skills

Business Acumen, Credible Challenge, Laws and Regulations, Management Reporting, Policy and Procedure, Program Management, Referral and Escalation, Risk Controls and Monitors, Risk Identification and Assessment, Risk Remediation.

------------------------------------------------------

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

------------------------------------------------------

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

------------------------------------------------------

This job opening is for an existing job vacancy.

------------------------------------------------------

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

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.