Digital Asset Custody - Operations Client Experience Lead

Citi is revolutionizing the future of digital asset management and blockchain integration. The Investor Services business is dedicated to building innovative solutions that redefine security, efficiency, and accessibility in the digital economy. Join a team where innovation is not just a buzzword, but the core of our DNA.

Investor Services Operations comprises multiple operations groups supporting our Custody (Global and Direct), Funds, and Execution Services businesses. This new and exciting space for our clients aims for Citi to lead the way.

The Digital Asset Operations Client Service Lead and EMEA Operations Lead is responsible for strategically leading and overseeing the end‑to‑end post‑transaction processes for digital assets, including the establishment of critical client service functions. This role drives operational excellence, ensures robust regulatory adherence, and champions continuous process improvement across all blockchain‑based settlement activities.

• Lead the establishment and scaling of a dedicated client service function from inception, designed to proactively and reactively manage client transactions, queries, and mitigate crypto custody‑related network risks.
• Provide executive leadership for the daily operations of the digital asset settlements team, ensuring accurate, secure, and timely transaction processing across diverse blockchain networks.
• Manage, mentor, and develop a high‑performing team, fostering a culture of accountability, collaboration, innovation, and operational excellence.
• Serve as the primary senior escalation point for highly complex settlement exceptions, critical blockchain transaction failures, and intricate reconciliation issues, driving timely resolution and ensuring paramount client satisfaction.
• Oversee the design, implementation, and rigorous adherence to advanced risk and control frameworks, ensuring comprehensive compliance with internal policies, evolving industry standards, and global regulatory requirements.
• Drive strategic collaborations with technology and product teams to identify, architect, and implement advanced process automation, sophisticated workflow improvements, and enhanced reporting capabilities.
• Act as a leading subject‑matter expert for blockchain‑based settlements, providing expert guidance on the operational impacts of new products, protocols, and significant regulatory developments to internal and external stakeholders.
• Partner closely with the Head of Digital Asset Operations to execute pivotal strategic initiatives, including major technology migrations, comprehensive process re‑engineering efforts, and new product rollouts across the digital asset ecosystem.
• Establish and maintain exemplary governance and documentation standards, ensuring all operational procedures, detailed risk assessments, and robust contingency plans are current and effectively communicated.
• Monitor, analyze, and report on key operational metrics, SLAs, and KPIs, implementing proactive measures to continuously maintain and elevate service levels.
• Operate within a 24/7 shift model to ensure continuous and seamless operational coverage for global digital asset activities.

What we’ll need from you:

• Leadership Experience: Extensive leadership experience in digital operations, technology, or financial services, with a direct focus on digital assets, blockchain, or distributed ledger technologies, ideally at a global institution.
• Domain Expertise: Deep and comprehensive understanding of crypto and blockchain fundamentals (e.g., Bitcoin, Ethereum, Hyperledger), various consensus mechanisms, decentralized finance (DeFi), smart contracts, and major token standards (ERC‑20, ERC‑721, etc.).
• Operational Acumen: Exceptional track record of designing, implementing, and scaling complex operational processes within highly regulated environments. Extensive experience with back‑office operations, settlement, reconciliation, and managing operational functions from conception to execution.
• Regulatory Knowledge: Expert comprehension of the current and emerging global regulatory landscape for digital assets, with a proven ability to strategically translate regulatory requirements into actionable operational and technical solutions.
• Client Service Leadership: Demonstrated experience in building and managing client service functions, with a strong focus on proactive risk management and client relationship management within a fast‑evolving technological domain.
• Leadership Skills: Exceptional executive leadership, communication, and interpersonal skills, with a proven ability to influence, negotiate, and collaborate with senior stakeholders across all levels of the organization and external partners.
• Problem‑Solving: Superior analytical and problem‑solving skills, with a demonstrated ability to analyze highly complex issues, identify root causes, and implement innovative, scalable, and sustainable solutions.
• Risk & Control Oriented: Profound understanding and demonstrated ability to embed robust risk awareness and stringent control discipline into daily custody operations, ensuring the secure and compliant handling of client assets in a dynamic digital environment.

Benefits:

• Generous holiday allowance (27 days plus bank holidays, increasing with tenure)
• Discretionary annual performance‑related bonus
• Private medical insurance packages tailored to personal circumstances
• Employee Assistance Program
• Pension Plan
• Paid parental leave
• Special discounts for employees, family, and friends
• Access to an array of learning and development resources

Senior Managers Regime & Fitness and Propriety:

Candidates applying for this role must be aware that it is a Senior Management Function pursuant to the FCA and PRA Senior Managers Regime. Under this regime, employees in certain roles must be assessed as fit and proper. Applicants will undergo comprehensive background checks, including criminal record checks, reference checks, credit checks, and other relevant screening. Annual fitness and propriety declarations are required. Assessment criteria include: Honesty, integrity and reputation; financial soundness; competence and capability.

Equal Opportunity & EEO Statement:

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 are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, please review our Accessibility and EEO Policy Statement.