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

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 over-engineered 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.

• 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.

• 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.

• 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…