Global Payments Client Experience Lead & MEA Network Evolution Lead

Overview

Treasury and Trade Solutions (TTS) is a market leading, award-winning provider of Payments, Liquidity, Cards and Trade Solutions to financial institutions, public sector and corporate clients around the world. With a global network spanning 100+ countries, we are uniquely qualified to service clients with local and cross border interests and provide integrated reporting and management. TTS is a highly innovative organization with a strong digital agenda; new products and services are continuously being developed to meet our clients rapidly evolving treasury requirements and unlock new opportunities for growth. We provide clients with dynamic information, tools, and APIs to effectively manage their portfolios, financial positions, working capital and supply chains.

The Payments team is leading transformation to standardize the approach to managing our network. The main objective is to align our MEA network markets to our client's business models which are increasingly regional and / or global. In addition, the Payments team must ensure that our network remains competitive in the mid and long term and offers best in class solutions to our clients. As part of our strategy of being the network of networks, we are making significant investments in enhancing our Payments offering, modernizing the technology platforms as well as building client centric value-add solutions that are best in class.

The Network Evolution and Client Experience Lead role is a Director level position responsible for managing and leading the execution of the MEA Network Evolution Strategy for Payments. Additionally, this role will be responsible for Global Payments Client Experience. As the global Payment Client Experience and Service digitization lead this role would be collaborating closely with global payments Exco, Citi service leads, AI team and a lot of global leads to deliver on the 3E strategy of Citi service to eliminate inquiries, enable clients to self-service and empower agents with AI. This role also collaborates with onboarding teams on payments product onboarding simplification and drives the AI strategy and execution of Citi Service AI tools like Client Assist and Agent Assist. It will also involve Global Payments CSIP and portfolio management. This role is responsible for driving the strategic evolution of the MEA payments network and ensuring an exceptional client experience across the payments ecosystem. The successful candidate will blend strategic vision with operational excellence, collaborating extensively across functions to deliver innovative solutions and efficient client issue resolution.

Key Responsibilities

Global Payments Network Strategy & Evolution :

• Lead the strategic enhancement and management of the existing payments network and solutions
• Analyse the payments landscape and industry trends to identify opportunities for network and solution improvements and innovation
• Drive innovation by collaborating internally and with external ecosystem players to deliver transformative solutions and technologies
• Serve as the MEA lead for Network Evolution, partnering with global, cluster, and country product, operations, and technology teams to drive standardization, simplification, and commercialization
• Collaborate with Technology, Operations, and Coverage teams to ensure timely, cost-effective, and high-quality delivery of strategically aligned product solutions
• Develop and refine product strategies, go-to-market approaches, and delivery models in close coordination with global and regional product teams
• Create frameworks and strategies for globally consistent solution deployment
• Coordinate planning and activities for launching new capabilities and functionalities across technology, operations, implementations, and regional teams

Client Experience Management & Service Digitization :

Qualifications

Education

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