Head of UK and Western Europe CCB Onboarding

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 adoption of modern technologies and new ways of working, including the full suite of Digital and OM/AI initiatives.

• Deliver productivity and re-engineering programs to establish a scalable operating model that removes process inefficiencies.

• Leverage best practices and synergies to ensure consistent client execution and heightened cooperation across the global organization.

• Maintain disciplined application of structured project management methodologies, ensuring proactive risk identification and seamless delivery.

People & Organizational Leadership

• Provide strategic leadership to a large, multi-country onboarding organization.

• Create a culture of accountability, ownership, inclusion, and continuous improvement.

• Develop future leaders through effective coaching, mentoring, succession planning, and talent development, building a strong leadership bench in Poland.

• Drive workforce strategy, organizational effectiveness, and capability building, evolving the team's skills from process execution to AI-enabled workflow orchestration.

• Lead participation in talent forums, Voice of Employee (VOE) surveys, and other people-focused initiatives.

Governance, Risk & Control

• Maintain a strong and sustainable control environment while supporting innovation and growth.

• Ensure strict adherence to all regulatory requirements, internal policies, risk management standards, and defined quality practices.

• Ensure 100% effective MCA results and support all audit protocols.

What We're Looking For

Leadership Experience

• Proven experience leading large, complex organizations

• Demonstrated success delivering enterprise-wide transformation and change initiatives.

• Proven project management experience

• Strong record of influencing senior stakeholders and driving outcomes in highly matrixed environments.

• Experience balancing client experience, business growth, operational performance, and risk management.

International Perspective

• International experience and a broad perspective developed through working across multiple countries, cultures, and business environments.

Leadership Characteristics

• Think like a builder rather than a caretaker.

• Lead through influence as effectively as through authority.

• Challenge constructively and respectfully.

• Demonstrate intellectual curiosity and strategic thinking.

• Connect long-term vision with disciplined execution.

• Inspire high-performing teams through authenticity and purpose.

• Thrive in complexity, ambiguity, and change.

• Bring strong commercial awareness and a deep commitment to client outcomes.

Preferred Experience

• Leadership experience within Financial Services, Banking, Treasury Services, Securities Services, Consulting, or comparable industries.

• Experience leading large-scale transformation, operating model redesign, or business modernization programs.

• Track record of driving digital transformation, automation, AI adoption, or innovation initiatives.

• Experience operating in client-facing environments where service quality directly impacts business growth and revenue realization.

What we can offer you:

By joining Citi Solutions Center Poland, you will not only be part of a business casual workplace with a hybrid working model (currently up to 2 days working at home per week), but also (potentially, subject to final offer) receive a competitive base salary and enjoy a whole host of additional benefits which can include:

• Employer paid Defined Contribution Pension Plan contribution of 6% of employee’s pensionable earnings (PPE Program)
• Employer paid Private Medical Care Package for employees and Private Medical Care Packages for certain family members available at preferential rates
• Employer paid Life Insurance Program for employees and Life Insurance for certain family members available at preferential rates
• Employee Assistance Program financed by Employer
• Paid Parental Leave Program (maternity and paternity leave; statutory and 2 weeks additional paid paternity leave)
• Sport Card for employees subsidised via Social Benefits Fund and Sport Cards for certain family members available at preferential rates
• Additional benefits from Company’s Social Benefit Fund, in particular: Holidays Allowance, support for sport and cultural activities, team building events.
• Additional day off for volunteering
• Cafeteria/ flex benefit – a company benefits system which enables employees to select and purchase benefits offered by a provider and available for employees on the platform.
• Opportunity to receive an annual discretionary incentive award
• Special offers and discounts for employees

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.

#LI-EŁ1

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Job Family Group:

Customer Service

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Job Family:

Institutional Client Onboarding

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Time Type:

Full time

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Primary Location Full Time Salary Range:

340 990,00 zł - 580 610,00 zł

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

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

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