Client Onboarding Manager
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
- Onboarding Governance Framework Oversight & Training
- Provide robust governance for the global client onboarding book of work, ensuring all projects align with the established Program Management (PM) framework and standards.
- Enforce global standardization and adherence to the PM framework, conducting regular reviews and creating scorecard reporting to measure compliance.
- Champion a strong commitment to limiting exceptions, ensuring that any deviations from the global model have a thoroughly vetted business justification.
- Take full responsibility for the central deal tracker's content management, data governance, and quality control, implementing reporting to ensure data integrity.
- Lead the creation and communication of clear and concise global management reporting on onboarding activities, status, and metrics.
- 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.
- Strategic & Transformation Initiatives
- Manage and roll out transformation initiatives, performing impact analysis, updating guidelines, and coordinating the rollout.
- Maintain artifacts for deal estimation and RFP responses.
- Embrace an automation mindset, structuring processes and documentation to support future automation and proactively identifying opportunities to integrate AI into daily work.
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.
- Technology: Proficiency in Microsoft SharePoint administration and the full MS Office Suite (Excel, PowerPoint, Word).