Director - Client Onboarding & OKYC - CIB (12-month Fixed Term Contract)

JOB TITLE: Director - Client Onboarding & OKYC - CIB (12-month Fixed Term Contract)

LOCATIONS: Edinburgh / London

HOURS: Full-Time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

About This Opportunity

This is an exciting fixed term contract opportunity to join Onboarding & Banking Servicing, leading our KYC Onboarding and OKYC teams across the UK and US. Sitting within Client Operations as part of CIB COO, this role will be vital to supporting CIB’s North Star strategy and helping grow the business safely, efficiently and sustainably.

You'll lead large operational teams as we modernise onboarding and servicing through a new client-facing portal and agentic solutions that will significantly reduce end-to-end onboarding and OKYC times. This will help clients gain quicker access to products, remove journey friction, improve colleague productivity and strengthen operational resilience.

This is a highly visible leadership role with responsibility for driving operational performance, championing continuous improvement, developing future leaders and delivering positive outcomes across clients, colleagues and the business.

As the teams are based across Edinburgh and London, some travel between locations and other hub sites will be required.

What You'll Be Doing

• Leading large, multi-disciplinary teams across KYC onboarding, OKYC and banking servicing activities.

• Setting and delivering strategic priorities that improve client experience, operational performance and business outcomes.

• Driving transformation, automation and agentic initiatives that reduce end-to-end cycle times and simplify client journeys.

• Developing high-performing leadership teams through coaching, succession planning and talent development.

• Championing continuous improvement and encouraging colleagues to identify opportunities to remove inefficiencies and improve ways of working.

• Using data, insight and operational metrics to inform decision making and deliver sustainable outcomes.

• Strengthening risk and control environments across onboarding, OKYC and servicing activities. 

• Building strong partnerships across Coverage, Product, Sales, Risk, Operations and Technology teams.

What We're Looking For

• Significant experience (typically gained over 8+ years) leading large, multi-skilled teams within banking or financial services.

• Strong knowledge of KYC, OKYC, KYB, onboarding and client servicing activities within a regulated environment.

• Ability to lead, motivate and inspire large teams through change, transformation and ambiguity.

• A track record of delivering strong client, colleague and business outcomes through effective leadership, talent development and stakeholder influence across complex organisations.

• Strong risk and control awareness, including the ability to apply frameworks effectively in practice.

• Proven ability to lead and deliver sustainable change, simplification and process improvement at scale.

• Ability to use data, analytics, automation and emerging technologies to improve performance, client outcomes and operational efficiency.

And Any Experience Of These Would Be Great

• Understanding of how agentic solutions can be applied within operational processes.

This Is A Place For You

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%.

• An annual performance-related bonus.

• Share schemes, including free shares.

• Benefits you can adapt to your lifestyle, such as discounted shopping.

• 30 days’ holiday, plus bank holidays.

• A range of wellbeing initiatives and generous parental leave policies.

Ready to make an impact? Apply today.