Global KYC End-to-End Process Reengineering & Simplification Lead DirectorNew

Citi is seeking a Director of Global KYC Process Reengineering & Simplification to lead a once-in-a-generation transformation of how Know Your Customer operations are designed and delivered on a global scale. In this senior leadership role, you will dismantle overengineered workflows, eliminate waste, and rebuild KYC processes from the ground up — creating a clean, structured data foundation that powers automation, advanced analytics, and future-ready decision technologies. This is a high-visibility, high-impact position at the heart of Citi's operational transformation agenda.

Responsibilities

• Lead comprehensive diagnostic analyses of current-state KYC workflows across all global business units, jurisdictions, and technology platforms, using process mining and data-driven mapping techniques to surface bottlenecks, redundancies, and friction points.

• Design and facilitate high-impact reengineering workshops with senior cross-functional leaders across Operations, Compliance, Technology, and Business to co-create simplified, future-state processes that reduce manual touchpoints and administrative overhead.

• Establish globally standardized operating procedures and process architectures that unify regional and legacy workflows into consistent, high-quality standards — scalable enough to absorb future regulatory change and business growth.

• Partner with Technology, Product, and Engineering teams to define automation requirements and translate simplified process designs into intelligent workflow solutions, including Robotic Process Automation and system integrations.

• Build "intelligent-ready" process architectures where structured, clean data flows seamlessly into advanced predictive and decision-support technologies, eliminating unstructured data and manual intervention points that limit automated throughput.

• Lead enterprise-wide change management — developing communication strategies, training programmes, and adoption plans that guide global operations teams through process transitions and embed a data-first operating mindset.

• Define and govern KPIs covering process quality, cycle time, error rates, and First-Time-Right performance, establishing feedback loops and post-implementation reviews that validate measurable productivity and cost outcomes.

• Ensure all redesigned processes maintain full alignment with global Anti-Money Laundering, Sanctions, and KYC regulatory requirements, balancing operational efficiency with rigorous risk control.

Required qualifications & skills

• 15 or more years of relevant experience in operations, compliance, or transformation roles within financial services, with demonstrated leadership of large, geographically dispersed, multi-country teams.

• A track record of delivering large-scale process transformation programs, including the integration of automation and artificial intelligence to drive measurable efficiency gains in complex operational environments.

• Deep experience managing AML and KYC operational environments, with a thorough understanding of global regulatory requirements and quality control standards.

• Exceptional ability to build and sustain senior stakeholder relationships across business, compliance, and technology functions, securing alignment and buy-in for enterprise-wide change.

• Highly analytical with rigorous attention to detail, combining strong quantitative reasoning with the ability to translate complex process data into clear, actionable solutions.

• Outstanding verbal and written communication skills, with the confidence to engage and influence at the most senior levels of a global organization.

• A Bachelor's or University degree is required; a Master's degree is preferred.

Beneficial skills & qualifications

• Hands-on experience with process mining tools (such as Celonis or UiPath Process Mining) and process modelling methodologies used to visualize and diagnose end-to-end operational workflows.

• Practical knowledge of Robotic Process Automation platforms and experience defining business requirements for workflow automation and system integration in a regulated financial services environment.

• A product-oriented mindset with experience translating operational problems into structured, technology-enabled solutions — including exposure to AI-driven decision-support or predictive analytics tools.

• Formal training or certification in Lean, Six Sigma, or equivalent process improvement methodologies applied within a global banking or financial services context.

What we offer

At Citi, you will take on a role with genuine global reach, leading transformation that shapes how one of the world's largest financial institutions operates at its most fundamental level. This is an environment where senior professionals are given the mandate, resources, and visibility to deliver change that matters.

• Hybrid working model — 3 days in the office and 2 days working remotely, providing the structure and flexibility to lead effectively across global time zones.

• Executive-level visibility and strategic ownership of a transformation program with direct impact on Citi's global KYC operations and regulatory standing.

• The opportunity to shape the future operating model for a critical compliance function, integrating cutting-edge automation and AI capabilities at scale.

• Access to Citi's global network of senior leaders, technology partners, and cross-functional teams across more than 90 countries.

• Competitive compensation and a comprehensive benefits package, including financial wellbeing support, health and wellness programs, and family benefits.

• Ongoing investment in professional development, including access to learning resources, leadership programs, and exposure to the full breadth of Citi's transformation agenda.

Apply now to lead one of the most consequential process transformation programs at Citi — and leave a lasting mark on how global KYC operations are built and run.

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