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Head of Lending Client Experience, Rutherford, New Jersey

CategoryProduct Management and Development
CountryUnited States
StateNew Jersey
Head of Lending Client Experience

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. For the past 200 years at Citi, we have a drive to help clients move from ambition to achievement. Our company has been one of the foundational components of today's modern financial infrastructure-this gives us a level of unmatched expertise in tackling the world's most complex challenges and connecting across capabilities to enable lasting progress for our clients.

We attract and nurture local talent from all over the world, ensuring our people are both deeply attuned to regional needs but also bring a global mindset to help clients, communities and nations move forward. Individuals with the passion to push beyond borders and boundaries, and the wisdom and courage to do what is right fuel our culture.

The Head of Lending Client Experience will be part of Global CLM office under Digital Lending function, and provides business leadership of development of lending CX across CCB functions and geographies. As such, the role will be responsible to provide overall leadership and management of the Commercial Bank's Lending delivery channel on CCB Gateway. The individual will take leadership on the lending journeys/ delivery channels on loans to maximize client adoption and usage and to drive expansion across client segments.

Additionally the role will also be responsible for managing adjacent capability and delivery of lending journey related capabilities in partner such as CitiRisk Commercial, CRM etc. (in partnership with relevant CCB platform owners). The Head of lending client experience will work in close partnership with Gateway platform team, CCB Technology and Global Functions Technology teams to define business requirement, plan delivery and conduct relevant internal/ external trainings. The role is responsible to support lending client journeys across Originations, Servicing, Portfolio Monitoring and Loan analytics activities with the goal of ultimately providing digital and best in class lending experience for Citi Commercial Bank clients

This role will also engage with other wholesale lines of business and develop solutions that meet business and customer needs in a manner consistent with Citi's lending practices and regulatory expectations.

Key Responsibilities include:
  • Provide overall leadership and management of the Commercial Bank's Lending delivery channel on CCB Gateway
  • Lead CCB's client facing lending interactions across 21 markets
  • Direct continuous improvement through formal management of business requirements and delivery of lending capability across of the CCB Gateway and CitiRisk Commercial platforms
  • Coordinate the lending related Gateway development and priorities across regions and markets
  • Work closely with Gateway platform owners to ensure harmonization of common standards across product journeys
  • Drives process re-engineering and operational changes towards "to-be" for lending client channels
  • Works with CRM and CitiRisk platforms owners to design and coordinate Gateway dependencies on these platforms.
  • Partner with Gateway platform and Marketing team to develop communication strategy for lending client experiences
  • Obsesses with usage metrics and builds client empathy, through online research, client interviews, and SME process shadowing - identifying ongoing feedback
  • Support and perform end to end UAT testing and regression of Gateway for lending journeys
  • Work in partnership with functional & geographic leadership within Commercial Bank to establish and document the standard lending client journey services
  • Facilitates Regional client engagement to support Global research and design activities
  • Serve as the global subject matter expert for functionality, business and process related expertise for lending on CCB Gateway
  • Gather and share best practices from both internal/external sources for the development and deployment of external client facing systems
  • Communicate/disseminate changes coordinating with the Global CCB team, Regional businesses and other stakeholders
  • Track progress and compliance, particularly through implementation phase for client lending journeys
  • Develop a timely, factual and transparent communication process between delivery units and relationship sales units - jointly with partners in Products, CLM, Risk and Operations
  • Champion an improved client and CCB employee experience through positive attitude and action-oriented initiatives.
  • Collaborate with various internal organizations across the globe to ensure positive customer experiences.
  • Ensures organization strictly adheres to internal control policies
  • Ensure that the organization's activities are carried out in accordance with all regulatory, legal, and governmental regulations
Critical competencies for ideal candidate:
  • Expert knowledge of credit processes and policies of a Commercial Bank.
  • Expert knowledge of credit/loan products
  • Facilitates Regional client engagement to support Global research and design activities
  • Ability to influence and negotiate effectively at all levels and across a variety of businesses.
  • Consulting ability to determine context, collate relevant facts/data, analyze and coherently articulate the challenge, potential solutions and recommended solution.
  • Experience in working cross-functionally and across regions/ functions to drive partnership development, program success and KPIs
  • Maintains high levels of credibility with key stakeholders within the organization and holds self and others accountable for working in an inclusive way
  • Exhibits confidence and agility during change and transition to rally others around a clear purpose/direction, and keep focus during uncertainty
  • Open to risk taking by challenging the status quo and actively encouraging others to be bold- rewarding and recognizing both successes and test and learn examples
  • Highly skilled communicator with the ability to deeply connect with People: good listener, expresses ideas in a confident, organized and articulate manner and demonstrates advanced influence skills
  • Conducts rigorous analysis and is able to synthesize complex and multiple source data
  • Global mindset: ability to work with teams across different functional groups in multiple countries and understanding customer trends through various regions.
  • Focuses on Client usage metrics of lending client channels related components

  • 10+ years in management in Corporate/ Commercial Business, Risk and Technology, with increasing levels of responsibility
  • Must have good working knowledge CCB Gateway
  • Has a mix of technical depth and business savvy to weigh up roadmap tradeoffs between business and technical prioritization
  • Prior experience managing CCB CRM and CitiRisk underwriting suite of platforms initiatives.
  • Prior credit underwriting work experience is preferred
  • Solid knowledge of Citi and CCB risk policy
  • Must have strong knowledge of Commercial Banking products and the competitive landscape of this business
  • Experience in strategy development, enterprise solutions in a complex distributed environment employing a mix of modern and legacy platforms.
  • Comprehensive multi market functional knowledge developed through practical experience in defining and delivering re-engineering solutions within a global and diverse financial services environment.
  • Experience in formulating and executing commercial arrangements for products and/or services.
  • Direct experience in lending process management and workflow systems
  • Have experience working with core banking platforms and internal Citi systems such as CitiRisk, and product processors such as Flex / AFS Loan IQ, or their functional products/equivalent in the market.
  • Successful record in working and managing within matrix organizations across regions is required
  • Should have prior experience in leading innovative change at an enterprise scale
  • Should have experience in working with data compliance in multiple geographies and jurisdictions

Job Family Group:
Product Management and Development

Job Family:
Product Management

Time Type:

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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EmployerHead of Lending Client Experience

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