Services Onboarding Transformation Program Manager

Overview

The Investor Services Onboarding Transformation will establish a standardized, scalable, and efficient onboarding model across Custody, Funds, Securities Finance, Citi Service, and Coverage teams. The initiative focuses on simplifying processes, clarifying ownership through well-defined roles and responsibilities, strengthening governance, enhancing tooling, and improving client experience.

A dedicated Program Manager (PM) is essential to successfully deliver this transformation due to the scale, complexity, and cross-functional nature of the initiative. The PM provides structured oversight, ensures alignment across stakeholders, and maintains delivery discipline across the program’s many interdependent work streams.

This Director (C15) role will lead day-to-day program execution, drive governance and decision cadence, manage cross-workstream dependencies, and ensure successful adoption and global rollout while protecting Business-as-Usual (BAU) onboarding delivery.

• Program & Portfolio Leadership: Leads complex, multi-year transformation programs with multiple work streams, vendors, and technology dependencies; establishes disciplined delivery, planning, and reporting.
• Operating Model Design: Shapes and implements end-to-end Target Operating Models (TOM), including RACI, process taxonomy, standard operating procedures, and control alignment.
• Governance & Executive Communication: Builds and runs effective governance across ExCo/Steering/Operating Committees; produces concise materials, escalations, and decision logs.
• Stakeholder Management & Influence: Aligns senior stakeholders across Sales, Product, Onboarding, Operations, Technology, and Utilities; drives outcomes through influence and credible challenge.
• Change & Adoption Management: Drives change impact assessment, communications, training, readiness, and phased rollout to BAU.
• Risk, Controls & Issue Management: Maintains a strong control mindset; anticipates risks and manages issues, mitigations, and dependency blockers with transparency.
• Data & Process Standardization: Promotes standard definitions, product catalogues, and KPI frameworks to improve accuracy, reduce ambiguity, and enable scalability.
• Tooling & Workflow Enablement: Partners with Technology to deliver workflow automation, intake/deal tracking, reporting dashboards, and testing frameworks.

• Own the integrated program plan across Operating Model, Tooling, Functional Execution, Operational Readiness, and KPI/Reporting work streams; manage milestones, interdependencies, critical path, and resourcing.
• Coordinate across global functions (Sales, Product, Services Onboarding, Custody, Funds, Securities Finance, Citi Service/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…