Client Onboarding Manager

Client Onboarding Manager

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Job Overview

We are seeking a highly motivated and experienced Client Onboarding Manager to join our FI Services Onboarding for Investor Services team. The successful candidate will have a strong background in program and project management, with a primary focus on supporting the global documentation and workflow creation of our client onboarding processes. This role is critical in ensuring that our onboarding procedures are efficient, standardized, and well-documented to support our global operations and future automation initiatives.

Key Responsibilities

• Workflow and Process Mapping: Design, develop, and maintain detailed end-to-end workflow and process maps for all global client onboarding activities. Analyze existing workflows to identify inefficiencies, bottlenecks, and opportunities for improvement.
• Program and Project Management: Lead and manage strategic projects aimed at enhancing and standardizing client onboarding processes across different regions. Develop project plans, define scope and deliverables, and manage timelines to ensure successful project execution.
• SOP and Documentation Management: Create, update, and maintain high-quality, global Standard Operating Procedures (SOPs) and desktop guidelines for all onboarding tasks. Ensure all documentation is clear, concise, and easily accessible to a global audience.
• Change Management and Governance: Oversee the stabilization of SOPs and implement a rigorous change management process to govern all updates and modifications. Ensure all changes are communicated effectively to relevant stakeholders and that training is provided as needed.
• Automation and Continuous Improvement: Document all processes with a clear focus on enabling future automation. Collaborate with technology teams to identify and implement automation solutions that improve efficiency and reduce manual effort. Proactively identify opportunities for continuous improvement within the client onboarding lifecycle.
• Collaboration and Stakeholder Management: Work closely with global teams, including Sales, Legal, Compliance, and Operations, to ensure alignment and consistency in onboarding practices. Act as a subject matter expert on client onboarding processes and provide guidance and support to internal teams.

Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field.
• 7 to 10+ years of experience in a client onboarding, operations, or project management role within the financial services industry, preferably in Investor Services (Custody, Fund Services)
• Proven experience in program and project management, with a strong track record of delivering complex projects on time and within budget.
• PMP or other relevant project management certification is a plus.
• Workflow/Process Mapping: Strong experience with process mapping tools such as Visio, or similar.
• Documentation: Excellent written and verbal communication skills, with a demonstrated ability to create clear, concise, and high-quality documentation.
• Change Management: Solid understanding of change management principles and experience in implementing change control processes.
• Automation Mindset: A forward-thinking individual who understands how to structure processes and documentation to support automation.
• Proactive and Driven: A self-starter with a strong sense of urgency and the ability to deliver high-quality work in a fast-paced, dynamic environment.
• Independent Contributor: Capable of working autonomously with minimal supervision, taking ownership of tasks, and driving them to completion.
• Adaptability and Problem-Solving: Adept at navigating complex situations and executing on tasks even when dealing with unfamiliar topics. Resourceful in finding solutions and driving progress.
• Global Collaboration and Influence: Highly flexible and effective in working with partners across different time zones and cultures. Exceptional collaboration skills with a proven ability to build consensus, secure buy-in from diverse stakeholders, and drive global standardization.
• Governance and Rigor: A strong commitment to enforcing standards and limiting exceptions, ensuring that any deviations from the global model have a thoroughly vetted business justification.