Client Onboarding Senior Manager

Client Onboarding Senior Manager

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your leadership, detail oriented and organizing skills to Citi’s Client Onboarding Operations Team.

By Joining Citi, you will become part of a global organisation 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 ongoing transformation of our Client Onboarding service, we are seeking a strategic, client-centric leader to manage our Citi Client Onboarding Warsaw Hub.

This role is critical to delivering an exceptional onboarding experience at first touch, improving internal coordination, and driving performance through clear metrics and accountability.

The Client Onboarding Senior Manager will lead a team of specialists, working in close partnership with Bankers/ABs, Business Managers and control functions to ensure the timely, accurate, and risk-compliant onboarding of new clients and accounts.

This position plays a key role in advancing our operating model by championing process efficiency, enhancing service quality, and fostering a collaborative, high-performing culture.

Key Objectives

• Deliver onboarding excellence at first point of contact, reducing rework and cycle time.
• Promote clear and proactive communication across all steps of the onboarding process and with stakeholders.
• Champion data-driven performance management (Metrics, KIPs, Dashboards).
• Ensure fluent English communication to support cross-regional alignment.
• Support change initiatives and continuous improvement aligned to our strategic transformation.

Responsibilities

• Lead the Warsaw-based Client onboarding team responsible for high-quality and timely processing of onboarding and account opening requests.
• Drive culture of accountability, client service, and continuous improvement.
• Monitor and report key performance indicators (e.g. good order rate, turnaround time, aging).
• Collaborate with global partners and internal stakeholders to identify and resolve process friction.
• Maintain strong relationships with Bankers, ABs, Risk teams, and KYC units to ensure seamless onboarding and issue resolution.
• Act as a point of escalation and risk gatekeeper, ensuring adherence to policy and regulatory standards.
• Support the integration of project and change management initiatives, including new checklists, governance enhancements, and digital solutions.
• Promote operational efficiency by streamlining procedures.
• Contribute to global standardization efforts while adapting local and regional processes where needed.

Qualifications

• 6-10 years of experience in financial services, preferably in onboarding, operations, or client services
• Demonstrated success in managing teams and driving service excellence.
• Strong knowledge of account opening, documentation, and KYC requirements.
• Fluent English communication skills (written and spoken)
• Experience in project/change management, with focus on process improvement and implementation.
• Proven ability to work in a fast-paced, cross-functional environment with strong attention to details and risk awareness.
• Strong stakeholder management and communication skills to influence and align with business and control functions.

What we can offer you

This is a role that'll offer you the opportunity to build an in-depth knowledge of financial services operations. Every day there will be new business challenges that will help you develop new skills that can drive your career.

By joining Citi Solutions Center Poland, 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:

• Private Medical Care Program
• Life Insurance Program
• Pension Plan contribution (PPE Program)
• Employee Assistance Program
• Paid Parental Leave Program (maternity and paternity leave) 
• Sport Card
• Holidays Allowance
• Sport and team recreation activities
• Special offers and discounts for employees
• Access to an array of learning and development resources 
• A discretional annual performance related bonus
• A chance to make a difference with various affinity networks and charity initiatives

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.

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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.

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