Head of Account Opening and Client Service Operations, Wealth Operations

Role Purpose

The Head of Account Opening & Client Service Operations is responsible for the end‑to‑end operational management of global functions across Client Onboarding and Client Service Operations (CSO).

This role owns the operational framework that underpins how Citi Wealth receives, services, supports, and resolves client interactions throughout the client lifecycle, ensuring consistent execution, strong control discipline, regulatory compliance, and high‑quality client outcomes across all regions.

The role acts as a senior operations partner to Wealth Business leadership and Control Functions and plays a key role in advancing the Wealth Operations target operating model and transformation.

Key Areas of Accountability

Account Opening Operations

• Provide executive oversight of account opening and client documentation support activities covering banking, custody, and investment accounts across Wealth businesses.
• Ensure accurate execution of post‑KYC onboarding activities, including documentation completeness, validation, and alignment to approved client profiles.
• Establish and enforce standards for documentation quality, exception management, rework reduction, and onboarding cycle time performance.
• Ensure adherence to Citi policies, regulatory requirements, and jurisdiction‑specific onboarding standards.
• Partner with KYC, Compliance, Legal, Tax, and Technology teams to resolve complex onboarding and documentation issues.

Client Service Operations (CSO)

• Lead Client Service Operations teams responsible for post‑onboarding client servicing and service execution:
• Ensure CSO delivery is standardized, scalable, and aligned to defined service level agreements, quality metrics, and control requirements.
• Drive consistency of service experience across regions, platforms, and client segments.
• Monitor service performance, operational risks, and client outcomes to identify improvement opportunities.

Risk, Controls & Governance

• Maintain executive accountability for operational risk management across Account Opening and CSO.
• Partner closely with Compliance, Risk, Legal, and Internal Audit to manage regulatory expectations and examination outcomes.
• Ensure consistent application of Citi policies and regulatory standards across regions and operating teams.

Transformation & Continuous Improvement

• Sponsor and lead initiatives focused on:
  • Process simplification and standardization
  • Deploy and adopt new technologies and capabilities like AI.
  • Digitization and workflow optimization
  • Improved transparency and client experience outcomes through Key Performance Indicators (KPI) and Service Level Agreements (SLA)
• Leverage complaint insights and service data to drive preventative actions and service improvements.
• Contribute to Wealth Operations transformation initiatives and operating model evolution.

People & Leadership

• Lead and develop senior operations leaders and regional managers across the Client Experience Operations portfolio.
• Set clear expectations around client focus, accountability, control discipline, and operational excellence.
• Partner with HR on talent management, succession planning, and capability development.
• Represent Account Opening and Client Service Operations in Wealth leadership and governance forums.

Essential Qualifications

• Extensive senior leadership experience in Wealth Operations, Client Operations, or Service Management within a large, regulated financial institution.
• Strong subject‑matter expertise in client onboarding, account opening, and/or client servicing.
• Recognized as a strategic leader who can balance operational execution with transformation, leveraging technology, AI, and data-driven capabilities to create sustainable competitive advantages and deliver the Wealth Operations target state.
• Strong partnership experience with Technology, Digital, Product, Data, and Operations teams to define and deliver strategic transformation roadmaps.
• Proven ability to drive organizational change and adoption of new technologies while maintaining business performance, regulatory compliance, and client service excellence.
• Deep understanding of operational workflows within Wealth Management and how emerging technologies can be leveraged to improve client and employee experiences.
• Proven ability to manage complex, global operations with significant regulatory and control requirements.
• Demonstrated experience driving transformation, standardization, and performance improvement a