Director, KYC and Onboarding Horizontals Business Strategy and Execution Lead - Services

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in business analysis, problem solving, execution leadership and communication to Citi’s new firmwide KYC and Onboarding horizontal team.

By joining Citi, you will become part of a global organization whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Team/Role Overview:

As part of the establishment of the Know Your Customer (KYC) and Onboarding horizontals firm-wide, a team is being created to shape and execute the firm’s Target Operating Model (TOM) for KYC and Client Onboarding, including overseeing and consolidating technology investments in these areas. These initiatives aim to eliminate friction points, streamline processes, reduce duplication, enhance operational efficiency, and significantly improve the client experience, while upholding regulatory compliance. The new team will partner closely with key stakeholders across all Business Lines, Operations, Technology, and Compliance.

What you’ll do:

• Strategic Execution & TOM Leadership: Lead the execution and implementation of the firm's TOM for KYC and Client Onboarding, ensuring alignment with overall program goals and regulatory requirements.
• End-to-End Process Optimization: Drive the design and coordination of end-to-end execution activities to optimize processes and streamline client journeys for both onboarding (including integrated KYC) and periodic KYC reviews.
• Stakeholder Engagement & Digital Solution Delivery: Act as a central coordination point and actively liaise with stakeholders across Business Lines, Operations, Technology, and Compliance to drive the design and implementation of digital solutions, workflows, and capabilities that meet strategic business objectives.
• Client Experience & Journey Alignment: Ensure client journeys for KYC and onboarding consistently deliver a seamless, intuitive, and high-quality experience, aligned with strategic goals and TOM.
• Change Management & Prioritization: Establish and manage robust processes for assessing and prioritizing technology and non-technology change requests (Book of Work) from Business, Operations, and Second Line of Defence, while mitigating the impact of regulatory changes on operational processes and client experience.
• Centralized Global Capability Development: Partner with Operations, Technology, Data, and AI teams, in close collaboration with Lines of Business, to create centralized, scalable capabilities that support common activities and can be leveraged across Citi.
• Firm-wide Data & Document Strategy: Drive and execute a firm-wide data and document strategy, leveraging AI solutions for document storage, processing, and search and discovery to enable automated data and documentation reuse across functions and Lines of Business.
• Performance Monitoring & Continuous Improvement: Establish and monitor key performance indicators (KPIs) and metrics to track the progress and effectiveness of the firm-wide KYC and onboarding strategy, providing actionable insights for continuous improvement and strategic adjustments.

What we’ll need from you:

• Strategic Leadership & Execution: Demonstrated experience in leading the execution and implementation of complex business strategies, target operating models, and digital transformation initiatives.
• KYC/Client Onboarding Expertise: Deep understanding of KYC processes, client onboarding lifecycle, regulatory requirements, and compliance standards within the financial services industry.
• Program & Project Management: Proven ability to manage complex, end-to-end implementations involving multiple stakeholders, including internal teams, external vendors, and cross-functional departments.
• Stakeholder Management & Influencing: Exceptional ability to liaise with and influence senior leadership, business lines, technology, operations, and compliance teams, driving consensus and strategic alignment.
• Digital Solutions & Client Experience: Extensive experience in designing and implementing digital solutions, optimizing client journeys, and enhancing user experience for onboarding and KYC processes. Familiarity with digital client portals, customer journey mapping, and UX principles.
• Performance Measurement & Governance: Proficiency in establishing KPIs, metrics, risk management, and governance frameworks to monitor program effectiveness and drive continuous improvement.
• Process Re-engineering & Optimization: Strong capability in end-to-end process re-engineering and optimization, with a focus on streamlining workflows and integrating disparate functions (e.g., KYC into Onboarding).
• Data & AI Strategy: Experience in developing and executing data and document strategies, including leveraging AI solutions for document storage, processing, search, discovery, and automation.
• Agile Methodologies: Familiarity and practical experience with Agile development methodologies and tools, particularly in a large-scale enterprise environment.
• Communication & Presentation: Excellent written and verbal communication skills, with the ability to articulate complex strategies and progress to diverse audiences, including executive leadership.

What we can offer you:

• While this role is firm wide this opportunity will be a part of Services, Citi’s ‘crown jewel’, and to contribute to the successful planning and execution of a new, exciting, strategic, firm-wide transformation initiative.
• Exposure to multiple teams as the role has a global and scope that covers multiple functions and business lines.
• Opportunity to interact with senior leaders and decision makers across different functions and geographies.

We work hard to have a positive financial and social impact on the communities we serve. In turn, we put our employees first and provide the best-in-class benefits they need to be well, live well and save well.

By joining Citi London, 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 such as: 

• Generous holiday allowance starting at 27 days plus bank holidays; increasing with tenure
• A discretional annual performance related bonus 
• Private medical insurance packages to suit your personal circumstances
• Employee Assistance Program  
• Pension Plan 
• Paid Parental Leave 
• Special discounts for employees, family, and friends 
• Access to an array of learning and development resources 

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 energized 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.