Digital Asset Custody - Operations Client Experience Lead - Citi

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. This role is part of Investor Services Operations, supporting our Custody, Funds, and Execution Services businesses.

What You’ll Do

• Strategic Leadership & Function Build‑out: Lead the establishment and scaling of a dedicated client service function from inception, designed to proactively 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 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, analyse, and report on key operational metrics, SLAs, and KPIs, implementing proactive measures to continuously maintain and elevate service levels.
• Global Coverage: 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, DeFi, smart contracts, and major token standards (ERC‑20, ERC‑721, etc.). Proven ability to navigate and explain complex blockchain architectures.
• 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 organisation and external partners.
• Problem‑Solving: Superior analytical and problem‑solving skills, with a demonstrated ability to analyse 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.

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.

Because this role is a Senior Management Function under the FCA and PRA Senior Managers Regime, it requires pre‑approval from the FCA and/or PRA and a fitness‑and‑proper assessment against honesty, integrity, financial soundness, competence, and capability. Comprehensive background checks and annual fitness declarations will also be required.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.