EMEA Services Billing Operations Director

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Job Overview

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills to Citi.

By Joining Citi, you will become part of a global organization whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress

Role Overview

The EMEA Billing Operations Director is a senior leadership role responsible for driving operational excellence, strategic transformation, client service delivery, and risk management across high-volume Services Billing, and Transaction Services operations. This executive will lead large, geographically dispersed teams while overseeing critical billing, payment processing, cash management, reconciliation, operational accounting, and transaction reporting functions.

The role requires a transformational leader who can modernize operations through Artificial Intelligence (AI), automation, advanced analytics, and digital transformation initiatives to improve efficiency, scalability, client experience, and regulatory compliance. The successful candidate will develop and execute a strategic vision that aligns operational performance with business objectives while fostering a culture of accountability, innovation, continuous improvement, and talent development.

Key Responsibilities:

Strategic Leadership & Transformation

• Provide executive leadership for large-scale Billing, Cash, Trade Operations, and Transaction Services functions across multiple locations and global teams.

• Develop and execute long-term operational strategies that enhance scalability, client service, productivity, and financial performance.

• Lead business transformation initiatives leveraging AI, automation, predictive analytics, and digital solutions to improve operational efficiency and reduce risk.

• Drive innovation by identifying emerging technologies and industry best practices that enhance operational effectiveness and client outcomes.

• Serve as a strategic advisor to senior leadership on operational performance, capacity planning, technology investments, and process modernization.

Operational Excellence

• Oversee end-to-end billing operations, payment processing, cash management, transaction reporting, reconciliation, proofing, operational accounting, and related activities.

• Ensure seamless delivery of high-volume, mission-critical client transactions while maintaining service-level commitments and operational integrity.

• Lead operational efficiency initiatives utilizing Lean, Six Sigma, process reengineering, and intelligent automation methodologies.

• Establish performance metrics, dashboards, and KPI frameworks to drive accountability, transparency, and continuous improvement.

• Manage complex operational issues and provide leadership during critical incident management and resolution activities.

Client & Business Management

• Oversee client transaction reporting and support strategic initiatives including new product launches, statement migrations, branding enhancements, and regulatory disclosures.

• Partner closely with Operations, Technology, Product, Finance, Risk, Compliance, and Client organizations to deliver integrated business solutions.

• Build and maintain strong relationships with key stakeholders, clients, and senior executives.

• Lead executive-level communications regarding operational performance, strategic initiatives, and business outcomes.

Risk, Compliance & Controls

• Maintain a strong risk and control environment across all operational functions.

• Ensure adherence to all applicable laws, regulations, policies, procedures, and industry standards.

• Drive proactive risk identification, mitigation, and remediation activities through enhanced controls, monitoring, and AI-enabled risk analytics.

• Maintain operational resilience and business continuity readiness for critical services.

• Foster a culture of ethical conduct, accountability, transparency, and regulatory excellence.

Talent Leadership & Organizational Development

• Lead, mentor, and develop a high-performing team of managers and senior leaders across multiple functions.

• Build leadership bench strength through succession planning, coaching, and talent development programs.

• Foster an inclusive and collaborative culture that encourages innovation, continuous learning, and employee engagement.

• Drive workforce transformation by equipping teams with skills in AI, automation, analytics, and digital capabilities.

• Effectively manage organizational planning, budgeting, performance management, and resource allocation.

Leadership Competencies

• Strategic Vision and Enterprise Thinking

• Executive Presence and Influence

• Change Leadership and Transformation Management

• AI and Digital Innovation Leadership

• Talent Development and Coaching

• Operational Excellence and Process Improvement

• Risk Management and Regulatory Expertise

• Stakeholder Management and Executive Communication

• Data-Driven Decision Making

• Financial and Business Acumen

Qualifications:

• 15+ years of progressive leadership experience in Billing Operations, Cash Management, Trade Operations, Transaction Services, or related financial services operations.

• Proven experience leading large-scale operations, complex organizations, and enterprise transformation initiatives.

• Demonstrated success implementing AI, automation, analytics, or digital transformation programs within operations environments.

• Deep knowledge of Cash and Trade Operations, Payment Processing, Transaction Services, operational accounting, reconciliations, and client reporting.

• Strong risk, controls, compliance, and regulatory management experience.

• Exceptional leadership, negotiation, stakeholder management, and executive communication skills.

• Proven ability to lead across diverse teams and create a culture of accountability, innovation, and inclusion.

What we offer:

By joining Citi Solutions Center Poland, you will not only be part of a business casual workplace with a hybrid working model (currently up to 2 days working at home per week), but also (potentially, subject to final offer) receive a competitive base salary and enjoy a whole host of additional benefits which can include:

• Employer paid Defined Contribution Pension Plan contribution of 6% of employee’s pensionable earnings (PPE Program)

• Employer paid Private Medical Care Package for employees and Private Medical Care Packages for certain family members available at preferential rates

• Employer paid Life Insurance Program for employees and Life Insurance for certain family members available at preferential rates

• Employee Assistance Program financed by Employer

• Paid Parental Leave Program (maternity and paternity leave; statutory and 2 weeks additional paid paternity leave)

• Sport Card for employees subsidised via Social Benefits Fund and Sport Cards for certain family members available at preferential rates

• Additional benefits from Company’s Social Benefit Fund, in particular: Holidays Allowance, support for sport and cultural activities, team building events.

• Additional day off for volunteering

• Cafeteria/ flex benefit – a company benefits system which enables employees to select and purchase benefits offered by a provider and available for employees on the platform.

• Opportunity to receive an annual discretionary incentive award

• Special offers and discounts for employees

• Click here to review the Remuneration Regulations extract.

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. 

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

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