Client Onboarding Analyst

Citi; Tampa (FL); On-site; USD 93,000 - 140,000; Full time

Job summary

Citi in Tampa, Florida is seeking an experienced Client Onboarding Manager to lead global onboarding efforts for Investor Services, focusing on governance, workflow mapping, SOPs, and cross-functional collaboration.

The role requires 7–10+ years in onboarding/PM within financial services, strong documentation skills, and an automation mindset to standardize processes for future AI-enabled initiatives.

Based in Tampa, the position offers full-time hours and a competitive salary with Citi benefits.

Qualifications

• Bachelor’s degree in Business Administration, Finance, or a related field.
• 7 to 10+ years of experience in a client onboarding, operations, or project management role within the financial services industry, preferably in Investor Services (Custody, Fund Services).
• Proven experience in program and project management, with a strong track record of delivering complex projects on time and within budget.
• PMP or other relevant project management certification is a plus.
• Workflow/Process Mapping: Strong experience with process mapping tools such as Visio, or similar.
• Documentation: Excellent written and verbal communication skills, with a demonstrated ability to create clear, concise, and high-quality documentation.
• Change Management: Solid understanding of change management principles and experience in implementing change control processes.
• Automation Mindset: A forward-thinking individual who understands how to structure processes and documentation to support automation.
• Proactive and Driven: A self-starter with a strong sense of urgency and the ability to deliver high-quality work in a fast-paced, dynamic environment.
• Independent Contributor: Capable of working autonomously with minimal supervision, taking ownership of tasks, and driving them to completion.
• Adaptability and Problem-Solving: Adept at navigating complex situations and executing on tasks even when dealing with unfamiliar topics.
• Global Collaboration and Influence: Highly flexible and effective in working with partners across different time zones and cultures.
• Governance and Rigor: A strong commitment to enforcing standards and limiting exceptions, ensuring deviations from the global model have validated justification.
• Technology: Proficiency in Microsoft SharePoint administration and the full MS Office Suite (Excel, PowerPoint, Word).

Responsibilities

• Provide governance for the global client onboarding program and ensure alignment with PM framework.
• Standardize processes and report compliance using scorecards.
• Maintain central deal tracker content, data governance, and quality control.
• Develop end-to-end workflow maps for onboarding activities.
• Lead strategic projects to standardize onboarding across regions.
• Create and maintain global SOPs and desktop guidelines.
• Oversee change management and training for SOP updates.
• Identify opportunities for automation and collaborate with tech teams.
• Collaborate with Sales, Legal, Compliance, and Operations for alignment.

Skills

Governance & standards enforcement

Change management

Automation mindset

Proactive and driven

Independent contributor

Adaptability & problem solving

Global collaboration & influence

SOP/documentation mindset

Strategic transformation initiatives

Stakeholder management

Problem solving

Education

Bachelor’s degree in Business Administration, Finance, or related field

PMP certification (preferred)

Tools

Visio

Microsoft SharePoint

MS Office Suite (Excel, PowerPoint, Word)

Job description

We are seeking a highly motivated and experienced Client Onboarding Manager to join our FI Services Onboarding for Investor Services team. The successful candidate will have a strong background in program and project management, with a primary focus on supporting the global documentation and workflow creation of our client onboarding processes. This role is critical in ensuring that our onboarding procedures are efficient, standardized, and well-documented to support our global operations and future automation initiatives.

Key Responsibilities

• Onboarding Governance Framework Oversight & Training
  • Provide robust governance for the global client onboarding book of work, ensuring all projects align with the established Program Management (PM) framework and standards.
  • Enforce global standardization and adherence to the PM framework, conducting regular reviews and creating scorecard reporting to measure compliance.
  • Champion a strong commitment to limiting exceptions, ensuring that any deviations from the global model have a thoroughly vetted business justification.
  • Take full responsibility for the central deal tracker’s content management, data governance, and quality control, implementing reporting to ensure data integrity.
  • Lead the creation and communication of clear and concise global management reporting on onboarding activities, status, and metrics.
• Workflow and Process Mapping:
  • Design, develop, and maintain detailed end-to-end workflow and process maps for all global client onboarding activities.
  • Analyze existing workflows to identify inefficiencies, bottlenecks, and opportunities for improvement.
• Program and Project Management:
  • Lead and manage strategic projects aimed at enhancing and standardizing client onboarding processes across different regions.
  • Develop project plans, define scope and deliverables, and manage timelines to ensure successful project execution.
• SOP and Documentation Management:
  • Create, update, and maintain high-quality, global Standard Operating Procedures (SOPs) and desktop guidelines for all onboarding tasks.
  • Ensure all documentation is clear, concise, and easily accessible to a global audience.
• Change Management and Governance:
  • Oversee the stabilization of SOPs and implement a rigorous change management process to govern all updates and modifications.
  • Ensure all changes are communicated effectively to relevant stakeholders and that training is provided as needed.
• Automation and Continuous Improvement:
  • Document all processes with a clear focus on enabling future automation.
  • Collaborate with technology teams to identify and implement automation solutions that improve efficiency and reduce manual effort.
  • Proactively identify opportunities for continuous improvement within the client onboarding lifecycle.
• Collaboration and Stakeholder Management:
  • Work closely with global teams, including Sales, Legal, Compliance, and Operations, to ensure alignment and consistency in onboarding practices.
  • Act as a subject matter expert on client onboarding processes and provide guidance and support to internal teams.
• Strategic & Transformation Initiatives:
  • Manage and roll out transformation initiatives, performing impact analysis, updating guidelines, and coordinating the rollout.
  • Maintain artifacts for deal estimation and RFP responses.
  • Embrace an automation mindset, structuring processes and documentation to support future automation and proactively identifying opportunities to integrate AI into daily work.

Qualifications

• Bachelor’s degree in Business Administration, Finance, or a related field.

• 7 to 10+ years of experience in a client onboarding, operations, or project management role within the financial services industry, preferably in Investor Services (Custody, Fund Services)

• Proven experience in program and project management, with a strong track record of delivering complex projects on time and within budget.

• PMP or other relevant project management certification is a plus.

• Workflow/Process Mapping: Strong experience with process mapping tools such as Visio, or similar.

• Documentation: Excellent written and verbal communication skills, with a demonstrated ability to create clear, concise, and high-quality documentation.

• Change Management: Solid understanding of change management principles and experience in implementing change control processes.

• Automation Mindset: A forward-thinking individual who understands how to structure processes and documentation to support automation.

• Proactive and Driven: A self-starter with a strong sense of urgency and the ability to deliver high-quality work in a fast-paced, dynamic environment.

• Independent Contributor: Capable of working autonomously with minimal supervision, taking ownership of tasks, and driving them to completion.

• Adaptability and Problem-Solving: Adept at navigating complex situations and executing on tasks even when dealing with unfamiliar topics. Resourceful in finding solutions and driving progress.

• Global Collaboration and Influence: Highly flexible and effective in working with partners across different time zones and cultures. Exceptional collaboration skills with a proven ability to build consensus, secure buy-in from diverse stakeholders, and drive global standardization.

• Governance and Rigor: A strong commitment to enforcing standards and limiting exceptions, ensuring that any deviations from the global model have a thoroughly vetted business justification.

• Technology: Proficiency in Microsoft SharePoint administration and the full MS Office Suite (Excel, PowerPoint, Word).

Job Family Group:

Customer Service

Job Family:

Institutional Client Onboarding

Time Type:

Full time

Primary Location:

Tampa Florida United States

Primary Location Full Time Salary Range:

$93,440.00 - $140,160.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

Anticipated Posting Close Date:

Aug 19, 2026

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate’s