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The health and safety of our colleagues and candidates for employment are our highest priority. Accordingly, Citi continues to monitor the COVID-19 situation closely. We have implemented precautionary measures across our firm globally, including conducting all candidate interviews virtually on a temporary basis until further notice where needed.

SVP, Customer Onboarding and Servicing Manager

Job Req ID 22502932 Primary Location New York; Arizona; California; Connecticut; Irving, Texas; Florida; Illinois; Maryland; Nevada; New Jersey; North Carolina; Texas; Virginia Job Category Risk Management
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  • Lead team responsible end to end oversight of Consumer and Small Business new account opening and servicing processes in the branch network

  • Develop and maintain controls and monitoring for branch account opening and servicing processes; partner with CBORC and in business controls team to maintain ACRMs and monitor MCA performance

  • Develop and maintain process maps for all account opening and servicing processes; partner with technology and in business testing to ensure testing coverage of key controls and processes

  • Maintain and create branch policies and procedure documentation (Source Cards, Forms, Training) to support branch execution of customer onboarding and servicing activities for consumer and small business

  • Facilitate branch policy and procedure change control process to ensure appropriate vetting, signoffs and readiness plan development prior to placing changes into production to include regulatory change and other control/risk items

  • Coordinate branch channel communications to clearly convey key operational changes and influence successful branch adoption and integration of changes seamlessly

  • Support audit/regulatory (internal and external) reviews; provide walkthrough of branch activities, supply deliverables and timely responses to audit or regulators

  • Manage multiple issues and corrective action plans end to end

  • Manage positive working relationships with key business and functional partners including branch operations, CBORC, risk, fraud, control, customer experience, compliance and legal

  • Provide ad-hoc project management, facilitation, and operations subject matter expertise support for key branch operations and business initiatives

  • Provide SME and process oversight for all new requests, changes by other lines of business


  • Bachelor’s degree in business or related field

  • 10+ years related experience in branch operations and controls

  • Proactive and forward thinker, high energy to lead staff

  • Demonstrated ability to lead, coach, and develop team

  • Ability to partner, present and negotiate with various levels within the organization, from C-suite executives to sales executives and senior/mid-level managers

  • Ability to influence and take ownership in a matrix organization

  • Comfortable in ambiguous situations, self-starter and self-learner

  • Multi-tasking skills with ability to manage complex projects and meet strict deadlines

  • Ability to build presentations that convey a clear story supported by data findings

  • Excellent communication skills and proven ability to interact with senior leadership

  • Strong analytical, logical reasoning, and problem solving skills required

  • Ability to present relevant competitive information to senior management, business channels and cross-functional partners in a manner that enables proactive management action


Job Family Group:

Risk Management


Job Family:

Business Risk & Controls


Time Type:

Full time


Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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.

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View the EEO Policy Statement.

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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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