Global Payments Client Experience Lead & MEA Network Evolution Lead

Citigroup Inc.; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A global financial services company is seeking a professional to lead the MEA Network Evolution Strategy for Payments. The role involves managing enhancements to the payments network, overseeing client experience, and driving innovative solutions. Candidates should hold a Bachelor's degree with substantial experience in product management and financial analysis. The position is full-time, based in Dubai.

Qualifications

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

Responsibilities

• Lead the strategic enhancement and management of the existing payments network.
• Act as the primary point of contact for payments client experience issues.
• Monitor and report monthly Client Service Improvement Program metrics.

Skills

Product Management

Financial Acumen

Client Presentation

Cross-functional Leadership

Problem Solving

Education

Bachelor’s/University degree

Master’s degree

Job description

Treasury and Trade Solutions (TTS) is a market leading provider of Payments, Liquidity, Cards and Trade Solutions to financial institutions, public sector and corporate clients around the world. We have a global network spanning 100+ countries and provide clients with dynamic information, tools, and APIs to manage portfolios, financial positions, working capital and supply chains. The Payments team is transforming to standardize the approach to managing our network, align MEA markets to clients’ business models, and remain competitive with best-in-class solutions and modernized technology platforms. This role leads the MEA Network Evolution Strategy for Payments and is responsible for Global Payments Client Experience.

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), analyzing data to identify trends and opportunities for accelerated resolution, especially for aged items
• Governance & Stakeholder Engagement: conduct outcome-driven reviews during governance sessions, address priority issues, accelerate resolution of aging items, and manage Corrective Action Requests (CARs)
• Engage with senior leadership 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 delivering presentations to clients and senior managers
• Prior ownership and management of a P&L
• Advanced judgment and quantitative or qualitative analysis to solve problems and develop innovative solutions
• Ability to think beyond existing solutions and current knowledge in sophisticated areas
• Broad functional experience (e.g., marketing, credit, acquisitions, product development and analytics) with a track record of driving business innovation
• Proven, action-oriented leader who has driven cross-functional teams to achieve high-value objectives and can own projects end-to-end
• Experience serving a range of clients and understanding investment processes across asset classes

Education

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

Time Type: Full time

Equal Opportunity

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you require a reasonable accommodation to use our search tools or apply for a career opportunity, please review accessibility information and the EEO policy statements as applicable.