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

Citi•New York, NY

About The Position

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 Defense, 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.

Requirements

15+ years of experience of demonstrated experience in leading the execution and implementation of complex business strategies, target operating models, and digital transformation initiatives.
Deep understanding of KYC processes, client onboarding lifecycle, regulatory requirements, and compliance standards within the financial services industry.
Proven ability to manage complex, end-to-end implementations involving multiple stakeholders, including internal teams, external vendors, and cross-functional departments.
Exceptional ability to liaise with and influence senior leadership, business lines, technology, operations, and compliance teams, driving consensus and strategic alignment.
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.
Proficiency in establishing KPIs, metrics, risk management, and governance frameworks to monitor program effectiveness and drive continuous improvement.
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).
Experience in developing and executing data and document strategies, including leveraging AI solutions for document storage, processing, search, discovery, and automation.
Familiarity and practical experience with Agile development methodologies and tools, particularly in a large-scale enterprise environment.
Excellent written and verbal communication skills, with the ability to articulate complex strategies and progress to diverse audiences, including executive leadership.
Bachelor’s/University degree or equivalent experience, potentially Masters degree

Responsibilities

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 Defense, 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.

Benefits

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards.
Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs.
Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.
For additional information regarding Citi employee benefits, please visit citibenefits.com.
Available offerings may vary by jurisdiction, job level, and date of hire.

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