Digital Asset Custody - Operations Client Experience Lead

Are you looking for a career move that will put you at the heart of a global financial institution? Citi is seeking an exceptionally talented Senior Lead to join our Digital Assets Operations team. By joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Team/Role Overview

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 where our business is looking to lead the way.

What you’ll do

• 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.
• As a senior operational leader, the role partners extensively with executive stakeholders, technology teams, and control functions to deliver superior client outcomes and spearhead strategic enhancements aligned with Citi’s broader digital asset strategy.
• The role will require the successful candidate to form effective working relationships with all stakeholders – Technology, Product, Processing teams, Coverage teams, Risk and Control etc. ensuring that the team performs to the highest standard.

The successful candidate will be required to have a good understanding of Blockchain and Digital Assets (including Crypto and digital money), end‑to‑end operations and act as the client advocate.

Strategic Leadership & Function Build‑out:

• 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.

Operational Oversight:

• Provide executive leadership for the daily operations of the digital asset settlements team, ensuring accurate, secure, and timely transaction processing across diverse blockchain networks.

Team Development & Culture:

• Manage, mentor, and develop a high‑performing team, fostering a culture of accountability, collaboration, innovation, and operational excellence.

Complex Issue Resolution:

• 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.

Risk & Control Governance:

• 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.

Innovation & Automation:

• Drive strategic collaborations with technology and product teams to identify, architect, and implement advanced process automation, sophisticated workflow improvements, and enhanced reporting capabilities.

Subject Matter Expertise:

• Act as a leading Subject Matter Expert (SME) for blockchain‑based settlements, providing expert guidance on the operational impacts of new products, protocols, and significant regulatory developments to internal and external stakeholders.

Strategic Initiative Execution:

• 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.

Governance & Documentation:

• Establish and maintain exemplary governance and documentation standards, ensuring all operational procedures, detailed risk assessments, and robust contingency plans are current and effectively communicated.

Performance Management:

• Monitor, analyze, and report on key operational metrics, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs), implementing proactive measures to continuously maintain and elevate service levels.

Global Coverage:

• This role operates within a 24/7 shift model to ensure continuous and seamless operational coverage for global digital asset activities.

What we’ll need from you

• 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.
• 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.). Proven ability to navigate and explain complex blockchain architectures.
• Exceptional track record of designing, implementing, and scaling complex operational processes within highly regulated environments.
• 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.
• 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.
• 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.
• 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.
• A 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.

Development Value

We work hard to have a positive financial and social impact on the communities we serve. In turn, we put our employees first and provide the best‑in‑class benefits they need to be well, live well and save well.

What we can offer you

• Generous holiday allowance starting at 27 days plus bank holidays; increasing with tenure.
• A discretionary annual performance‑related bonus.
• Private medical insurance packages to suit your personal circumstances.
• Employee Assistance Programme.
• Pension Plan.
• Paid Parental Leave.
• Special discounts for employees, family, and friends.
• Access to an array of learning and development resources.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.