Services Onboarding Transformation Program Manager

Role Overview

• Own the integrated program plan across Operating Model, Tooling, Functional Execution, Operational Readiness, and KPI/Reporting workstreams; manage milestones, interdependencies, critical path, and resourcing.
• Coordinate across global functions (Sales, Product, Services Onboarding, Custody, Funds, Securities Finance, CitiService/Coverage, Technology, and Utilities) to ensure synchronized design and implementation.
• Establish and run the governance cadence: prepare materials for ExCo, Steering Committee, Operating Committee, and workstream forums; maintain RAID, decision logs, action tracking, and escalation pathways.
• Drive delivery of a unified Target Operating Model (TOM) and supporting SOPs, RACI, process maps, and controls; ensure consistent sign-offs and auditability.
• Lead implementation of Single Intake & Deal Management, including landing slots, triage/prioritization mechanisms, and standardized mobilization practices.
• Oversee development and adoption of standardized product catalogues detailing services, platforms, reporting formats, data requirements, and transfer mechanisms.
• Partner with Technology to deliver integrated workflow and tooling improvements, including automation, data/process quality controls, status tracking, and reporting dashboards.
• Ensure operational readiness: training, procedure rewrites, readiness criteria, test frameworks, connectivity/migration coordination, and cutover planning with minimal BAU disruption.
• Implement a harmonized change management framework to manage analysis, delivery, testing, documentation, and transition to BAU across Investor Services lines.
• Own the central KPI & reporting framework: define metrics, deliver dashboards and thematic insights, and enable continuous improvement across onboarding performance and lifecycle.
• Drive the adoption and implementation roadmap, including phased rollout, resource planning, risk/control updates, and post-implementation stabilization.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citi, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment, and escalating, managing and reporting control issues with transparency.

Requirements

• 15+ years of relevant experience in program management, transformation, operations, or product delivery within Services, TTS / Investor Services, Custody, Funds, or Securities Finance.
• Demonstrated experience leading global, cross-functional transformation programs with complex governance, technology delivery, and operational change components.
• Strong understanding of onboarding lifecycle, client implementation, service readiness, and associated risk and control considerations.
• Proven ability to define and implement Target Operating Models, standard processes/SOPs, and performance management/KPI frameworks.
• Experience partnering with Technology on workflow/tooling delivery (requirements, roadmap, testing, rollout) and data/process standardization.
• Excellent communication, presentation, and negotiation skills; ability to influence senior stakeholders and drive timely decisions.
• Strong analytical and problem-solving skills; comfortable with ambiguity and able to drive structured execution.
• People leadership capability (direct and/or matrix), including coaching, performance management, and team development as applicable.

Benefits

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays