Global Payments Client Experience Lead & MEA Network Evolution Lead

22332 Citibank N.A. UAE -DIFC Branch; Dubai; On-site; AED 440,000 - 588,000; Full time

Job summary

A leading global banking institution seeks a Network Evolution and Client Experience Lead in Dubai, responsible for executing the MEA Network Evolution Strategy for Payments. Candidates should possess substantial managerial experience in Product Management and a proven financial acumen, alongside the ability to manage client experience effectively. The role involves collaboration with global teams to drive innovation in payment solutions.

Qualifications

• Substantial relevant experience, including managerial experience.
• Demonstrated experience in Product Management and/or Product Development.
• Ability to deliver presentations to clients and senior managers.

Responsibilities

• Lead the execution of the MEA Network Evolution Strategy for Payments.
• Collaborate closely with global payments teams.
• Act as the primary contact for payments client experience issues.

Skills

Product Management

Financial Acumen

Client Experience Management

Analytical Skills

Education

Bachelor’s/University degree

Master’s degree preferred

Job description

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 service clients with local and cross border interests and provide integrated reporting and management. TTS is innovative with a strong digital agenda; new products and services are continuously developed to meet evolving treasury requirements and unlock opportunities for growth. We provide clients with dynamic information, tools, and APIs to manage portfolios, financial positions, working capital and supply chains.

The Payments team is leading transformation to standardize the approach to managing our network. The objective is to align our MEA network markets to client business models which are increasingly regional and/or global. The team aims to keep the network competitive in the mid and long term and offer best in class solutions. As part of our strategy of being the network of networks, we are investing in enhancing our Payments offering, modernizing technology platforms and building client-centric value-add solutions that are best in class.

Role & Responsibilities

The Network Evolution and Client Experience Lead is a Director-level role responsible for leading the execution of the MEA Network Evolution Strategy for Payments and for Global Payments Client Experience.

As the global Payment Client Experience and Service digitization lead, this role collaborates closely with global payments Exco, Citi service leads, AI team and other global leads to deliver on:

• 3 E strategy of Citi Service: Eliminate inquiries, Enable clients to self-serve, Empower agents with AI.
• Collaboration with Onboarding team on Payments product onboarding simplification.
• Collaboration with AI team and drive the AI strategy and execution of Citi Service AI tools like Client Assist and Agent Assist.
• 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 :

• Act as the primary point of contact for payments client experience issues, ensuring timely and effective resolution in collaboration with cluster and global partners
• Provide critical feedback from client issues to inform product and service-wide strategic programs
• Manage and drive the efficient resolution of client-reported issues, adhering to closure targets and minimizing aging items
• Ensure all rejections are consensus-based and supported by thorough due diligence; conduct comprehensive due diligence on all rejected and successfully closed issues
• Monitor and report monthly Client Service Improvement Program (CSIP) metrics (Open / Closed / Aging), analysing data to identify trends, high-volume areas (regions, products), and opportunities for accelerated resolution, especially for aged items
• Governance & Stakeholder Engagement
• Conduct outcome-driven reviews during governance sessions, using a data-driven approach to address priority issues, accelerate resolution of aging items, and manage Corrective Action Requests (CARs)
• Engage with senior leadership (Payments CX global SPOC, cluster, and product SPOCs) for escalations, expedited resolutions, and bottleneck decision-making

Qualifications

• Substantial relevant experience, including evidenced managerial experience
• Demonstrated experience in Product Management and/or Product Development
• Experience in and understanding of logistics or industrial verticals with e-commerce solutions preferred
• Proven track record of success in roles requiring financial acumen
• Experience with and confidence in delivering presentations to clients and senior managers
• Prior ownership and management of a P&L
• Advanced judgment and in-depth quantitative or qualitative analysis to solve problems and develop new, innovative solutions
• Ability to think beyond existing solutions, assumptions or current knowledge of sophisticated areas
• Broad and diverse functional experience (marketing, credit, acquisitions, product development and analytics) with a track record of driving business innovation and leveraging data analytics
• Proven track record as an action-oriented leader who has driven cross-functional teams to achieve high-value business objectives and can work independently, with follow-through and end-to-end ownership of projects
• Significant experience serving a range of clients and understanding investment processes across asset classes and dealing with senior management

Education

• Bachelor’s/University degree; Master’s degree preferred

Job Family Group: Product Management and Development

Job Family: Product Performance Management

Time Type: Full time

Most Relevant Skills: See requirements listed above.

Other Relevant Skills: See above or contact the recruiter.