KYC Operations Manager (UAE Nationals Only)

Role Overview

KYC Operations Manager at Citi, based in the United Arab Emirates. This is an intermediate management-level position responsible for full leadership and direction of a team delivering Anti-Money Laundering (AML) monitoring, governance, oversight, and regulatory reporting services in coordination with the Compliance and Control team.

Role Purpose

To ensure the development and management of a dedicated internal KYC (Know Your Client) program at Citi, with oversight of AML monitoring, governance, and regulatory reporting while leading a team to execute processes in accordance with compliance policies and control standards.

Key Responsibilities

Program & Process Management

• Lead and oversee program management of existing KYC Business-as-Usual (BAU) and Refresh processes.
• Drive the migration and integration of additional functions into the global operating model.
• Maintain and manage the Book of Work for system releases, process enhancements, and infrastructure improvements, ensuring successful implementation and stakeholder alignment.

Operations & Execution

• Manage and lead KYC operations, including executing processes in accordance with Citi compliance policies and overseeing the KYC control environment.
• Oversee new client onboarding activities and drive process improvement initiatives aimed at enhancing efficiency, strengthening controls, and improving the overall client onboarding experience.
• Monitor account refresh activities on a daily basis to ensure all regulatory, compliance, and documentation requirements are completed within established timelines.
• Drive operational excellence through continuous process optimization, stakeholder engagement, and implementation of strategic initiatives supporting the firm's KYC and client lifecycle management objectives.

Quality Assurance & Compliance

• Conduct quality assurance reviews of new client onboarding and periodic refresh cases, ensuring adherence to Citi policies, regulatory requirements, and established quality standards prior to case closure.
• Ensure compliance with regulatory requirements, internal policies, and control standards, while proactively identifying and mitigating operational, compliance, and reputational risks.
• Safeguard Citi, its clients, and assets by ensuring compliance with applicable laws, regulations, policies, and control requirements, while maintaining the highest standards of professional conduct and ethical behavior.

People Leadership & Development

• Provide effective people leadership, including performance management, coaching, and development of team members, while ensuring all service level agreements (SLAs) and operational standards are consistently met.
• Lead and manage teams effectively by fostering a culture of accountability, collaboration, continuous improvement, and high performance.
• Ensure delivery of team objectives, quality metrics, productivity targets, and service level agreements while supporting strategic business and regulatory priorities.

Risk Management & Escalation

• Proactively identify, assess, and manage risks associated with client onboarding, account maintenance, and KYC processes, ensuring appropriate escalation and resolution of issues.
• Promote a strong risk and control culture by transparently escalating, managing, and reporting control issues, ensuring effective oversight of team activities and accountability for maintaining established standards.

Stakeholder Management & Reporting

• Serve as a key liaison between Compliance, Business, and Senior Management stakeholders, ensuring alignment on regulatory requirements, risk management priorities, and operational objectives.
• Deliver accurate and timely Management Information System (MIS) reporting to senior management, providing insights into performance, risks, and key metrics, while ensuring delivery against BAU and Refresh Program targets.
• Partner with key stakeholders across Compliance, AML, Operations, and Business teams to drive regulatory compliance, operational excellence, and continuous process improvement initiatives.

Subject Matter Expertise

• Serve as a Subject Matter Expert (SME), providing guidance, training, and support to senior stakeholders and team members on KYC, regulatory, and operational matters.

Decision-Making & Judgment

• Demonstrate the ability to operate effectively with limited direct supervision, exercising sound judgment, initiative, and accountability in day-to-day decision-making.
• Exercise a high degree of independence, judgment, and autonomy in managing complex cases, operational issues, and stakeholder interactions.

Qualifications & Experience

• 5–8 years of experience
• Bachelor's degree or University degree, or equivalent experience

Skills & Competencies

• Business Acumen
• Credible Challenge
• Laws and Regulations
• Management Reporting
• Policy and Procedure
• Program Management
• Referral and Escalation
• Risk Controls and Monitors
• Risk Identification and Assessment
• Risk Remediation

Additional Information

• Position Type: Full time
• Job Family Group: Operations - Services
• Job Family: Business KYC
• UAE Nationals Only
• Citi is an equal opportunity employer and provides reasonable accommodations to qualified candidates with disabilities.