Expert

Client Services Onboarding Director

Toronto, Canada, Mississauga · On-site

The Client Services Onboarding Director manages multiple teams through other managers. In-depth understanding of how own sub-function contributes to achieving the objectives of the function. A good understanding of the industry, direct competitors' products and services, is also necessary in order to contribute to the commercial objectives of the business. Requires thorough understanding of strategic direction of the function within the relevant part of the business, combined with a solid conceptual/practical grounding in both the function and/or area of expertise and related subject areas. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication/negotiation may be necessary. Responsible for executing functional strategy in area managed. Determines approach to implementing functional strategy. Accountable for end results, budgeting, planning, policy formulation and contribution to future strategy of the area(s). Impact reflects size of team managed, strategic influence on the business and interaction with other functions or businesses. Full management responsibility for multiple teams, including management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval. May be doing involved or responsible for diverse (cross-discipline) activities. Typically, a direct report to a C16 role and function as an integral member of the functional leadership team within a country/site location, job family, or line of business.

Responsibilities:

Strategic professional who anticipates and designs changes to business systems, processes and tools within an area of expertise.
May manage a large/complex global organization with responsibility for full range of a business function.
Partners with other Citi business units and strives to facilitate their success. Often requires development of new concepts and approaches to solving issues affecting business/ geographic region or a major segment of it.
Manages financial budget for multiple and global departments.
Supports a wide range of internal clients (product, sales, client delivery, and Customer Service) and external corporate clients. Builds credibility and trust with the senior management team across the regions.
Manages multiple high priority visible projects. Reviews and analyzes data on productivity and efficiency; makes strategic decisions on solutions and improvements; present recommendations to organization and senior management.
Develops strong partnership with Compliance/Risk, Finance, and HR. Applies broad and comprehensive understanding in multiple functional areas as well as underlying business principles.
Requires thorough understanding of strategic direction of the function within the relevant part of the business, combined with a solid conceptual/practical grounding in both the function and/or area of expertise and related subject areas. Impeccable integrity and judgment.
Frequently involved in a variety of broad based and complex issues requiring conceptual thinking. Requires advanced judgment and conducts in-depth quantitative or qualitative analysis to structure and solve problems and develop new, innovative solutions. Sought after for technical expertise and insight into business initiatives, solutions or projects.
Maintains detailed understanding of the business and applies industry and market knowledge to drive improvements within the functional area. Determines strategic approach and is responsible for implementing functional strategy. Accountable for end results, budgeting, planning, policy formulation and contribution to future strategy of the area(s).
Significant impact on the business by making decisions that determine technical approaches and strategies for the area.
Proven ability to manage complex issues and implement and manage a successful risk/control environment. Execution focused, overcomes obstacles and minimizes bureaucracy. Champions mobility, diversity, training, compliance initiatives.
Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources. Influences and negotiates with senior leaders (across functions); may communicate with external parties. Full management responsibility of an Operations department, including management of people, budget and planning.
Provides strategic direction for departments managed. Drives end results of an area and exercises control over resources, policy formulation and planning. Activities primarily affect a sub function. Engages in short to medium-term planning of actions and resources for own area. Manages complex and highly variable issues with substantial departmental/product impact.
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

Extensive managerial experience required
15 years plus of work related experience
Exceptional track record in people leadership. Strong senior stakeholder management experience. Experience in Reference Data Management. Familiarity with external products and services that add value to client and operation reference data management. Sound knowledge of Transactional Life Cycles, Reference Data Management and Settlement process of Securities. Strong academic qualifications would be desirable.
Exceptional spoken and written English skills. Strong Microsoft skills: Word, Excel, PowerPoint. Strong focus on Control and Process optimization and documentation. Proven project and process management skills. Proven people management. Proactive and able to work on own initiative. Flexibility. Good communication skills with the ability to be assertive. Organized with an excellent attention to detail. Ability to focus on high quality work while under pressure. Comfortable working with large quantities of data. Comfortable working independently in a dynamic and challenging environment. Proficient knowledge of English written and spoken).

Education:

Bachelor’s/University degree or equivalent experience, potentially Masters degree and managerial experience

Reporting directly to the Head of Corporate & Public Sector Client Onboarding, the successful candidate will lead a multi-layered organization of Onboarding Managers and implementation specialists. The primary mission is to deliver a seamless, scalable, and client-centric onboarding experience that accelerates the transition of sales opportunities into revenue-generating relationships while maintaining robust risk management.

Job Background / Context

Citi Services is a market-leading provider of integrated Treasury and Trade Solutions, delivering cash management, payments, liquidity, trade, and securities services to multinational corporations, financial institutions, and public sector organizations across more than 90 countries.

Within this ecosystem, the Global Client Services Onboarding organization (comprising over 2,000 professionals globally) is responsible for account opening, product implementation, technical integration, and maintenance. This regional leadership role directs the North America Corporate & Public Sector segment—one of Citi's most strategically vital markets.

Key Responsibilities

Strategic Leadership: Shape and execute the regional onboarding strategy, aligning the operating model, governance frameworks, and talent strategy with Citi's broader growth ambitions.
Execution Excellence: Oversee a significant portfolio of complex client implementations and onboarding programs, ensuring timely, high-quality delivery of Cash Management and Treasury Services solutions.
Stakeholder Collaboration: Serve as a member of the Services Client Operations Senior Leadership Team, partnering closely with Sales, Relationship Management, Product, Operations, Technology, Risk, and Compliance to optimize the onboarding ecosystem.
Performance & Capacity Management: Leverage data, performance metrics, and client feedback to monitor service quality, proactively manage capacity, and drive continuous process improvement.
Risk & Governance: Proactively manage operational risk, ensure compliance with regulatory standards, and establish robust governance across all onboarding activities.
People & Culture: Foster a high-performance, accountable, and innovative culture. Oversee talent management, workforce planning, resource allocation, and budget management for the regional team.

Qualifications & Experience

Industry Expertise: Deep understanding of the Treasury, Cash Management, and broader financial services industry, with specific expertise in client implementation environments.
Leadership Proven Track Record: Demonstrated experience leading large, multi-layered teams and driving organizational transformation in a complex, matrixed environment.
Strategic Influence: Proven ability to act as a trusted partner to senior business leaders and influence cross-functional stakeholders (Product, Tech, Risk, Sales).

Analytical Acumen: Strong capability in leveraging data and metrics to drive operational efficiency and continuous improvement.

Job Family Group:

Customer Service

Job Family:

Institutional Client Onboarding

Time Type:

Full time

Primary Location Full Time Salary Range:

$160,000.00 - $350,000.00

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

This job opening is for an existing job vacancy.

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