Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills to Citi’s Client Onboarding 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.
The Strategic Context: Leading a High-Growth Region Through Transformation
At Citi, every client relationship starts with Onboarding. The quality, speed, and effectiveness of this experience are critical drivers of client satisfaction, revenue realization, and our ability to deepen relationships. We are in the midst of a fundamental transformation of our global onboarding model, shifting from manual execution to a digitally-native, AI-augmented ecosystem.
Our Global CCB business is demonstrating exceptional performance, significantly increasing market share and outpacing competitors. The UK and Western Europe business are key engines of this success, showing strong growth that is underpinned by a major strategic commitment to the region.
As part of our global Target Operating Model, we consolidated our footprint into fewer, larger strategic hubs. Warsaw has been designated as the strategic hub for the entire EMEA region. This is not just a location strategy; it is a talent and capability strategy. We are building our future leadership in Poland.
The Opportunity: Architecting the Future of Onboarding in EMEA
We are seeking an exceptional, transformational leader to be the Head of UK & Western Europe CCB Onboarding . Based in our strategic Warsaw hub, this is not a traditional operations leadership role. We are looking for a visionary with the courage and experience to challenge established thinking, introduce fresh perspectives, and lead a large, multi-country organization through its next stage of evolution.
This role sits at the intersection of client experience, revenue delivery, operational excellence, digital transformation, and talent leadership. You will be responsible for a high-growth, strategically critical clusters, ensuring we deliver a best-in-class client experience today while simultaneously building the organization of the future. You will be a key partner in executing our global digital and AI roadmap, transforming the skills of your team, and solidifying Warsaw's position as a global solutions center for Citi.
Key Responsibilities
Strategic & Commercial Leadership
Define and execute the Onboarding strategy for the UK and Western Europe, ensuring alignment with regional and global business objectives.
Act as a strategic partner to senior business leaders, sales teams, and product partners to drive growth and revenue realization.
Ensure the team consistently delivers against business goals, including revenue conversion targets, Scorecard KPIs, and "Must Win Battles".
Drive cross-functional and regional alignment with senior partners across Product, Operations, Coverage, and other global organizations.
Ensure cost management targets are delivered through tight budgetary discipline and the maximization of our strategic Warsaw hub.
Client Experience & Delivery Excellence
Ensure a seamless, world-class client onboarding experience through the application of best-in-class methodologies.
Lead the end-to-end management of the client portfolio, from complex deal onboarding to day-to-day Account Opening and Maintenance processing and cash product implementations.
Drive client satisfaction, as reflected in positive client survey (VoC) scores, and foster a team culture of trusted client advisors.
Continuously reduce onboarding cycle times, minimize deal slippage, and shorten the time-to-revenue.
Serve as the senior escalation point to overcome barriers to client solution delivery.
Transformation & Continuous Improvement
Lead complex transformation initiatives that improve client experience, productivity, scalability, and operational effectiveness.
Champion the…