Head of Client Experience & KYC Onboarding

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in analysis, problem solving and communication to Citi's KYC team.

Shape your career with Citi in Dublin. 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.

Citi has had a presence in Ireland since 1965, it was one of the first foreign banks to open an office in the country and is the Citibank Europe Plc Headquarters.

Team/Role Overview

The Head of Client Experience & KYC Onboarding is a senior global leadership role within SMB KYC Operations, responsible for defining and executing Citi's end to end strategy for client experience and new to bank KYC onboarding. This role provides enterprise level oversight of KYC execution across all regions, ensuring adherence to AML/KYC regulatory frameworks, delivering operational excellence, and driving a world class client journey.

What you'll do Strategic Leadership & Governance

• Set and execute the global Client Experience and New to Bank KYC strategy aligned to Citi's AML/KYC framework.
• Serve as senior authority on KYC policy interpretation and operational application across jurisdictions.
• Lead governance routines including KPIs, KRIs, regulatory interactions, audit readiness, and performance reporting.

Operational Execution

• Lead the end to end onboarding lifecycle, ensuring a seamless, intuitive, and compliant client experience.
• Oversee global capacity planning, workforce optimization, and service delivery across hubs and satellite teams.
• Monitor and drive productivity, quality, and timeliness against defined SLAs and regulatory commitments.
• Identify and implement process automation, digitization, and continuous improvement opportunities.

Compliance & Risk Management

• Ensure global alignment with AML, sanctions, and financial crime regulatory expectations.
• Strengthen first line risk ownership and maintain a robust control environment.
• Partner with Compliance, Risk, Financial Crime, and Legal on policy updates and operational impacts.
• Lead responses to regulatory inquiries, internal audits, and testing engagements.

Stakeholder Engagement

• Design and manage global Pipeline Management frameworks to ensure transparency and throughput visibility.
• Act as primary operations partner to Compliance, Business Lines, Technology, and senior leadership.
• Communicate regulatory changes, operational performance, and risk themes to executives.
• Influence enterprise wide programs and partner on transformation initiatives including CitiKYC.

People Leadership

• Lead senior managers and large multi region operational teams, setting standards of execution and accountability.
• Build and sustain a high performance culture focused on transparency, quality, and regulatory excellence.
• Drive global talent strategy, succession planning, and professional development.

What we'll need from you

• Extensive experience in KYC/AML operations, financial crime, risk management, or compliance.
• Leadership of large global operational teams and complex workflows.
• Success in strategy development, organisational transformation, and change delivery.
• Strong understanding of global financial crime regulatory frameworks.
• Experience with KYC technology, workflow tools, data management, and automation solutions.
• Excellent analytical, problem solving, communication, and decision making skills.
• Bachelor's degree required; Master's degree preferred.

What we can offer you

By joining Citi Dublin, 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 that support you ( and your family) to be well, live well and save well. Discover more here.

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 energised 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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