Role Summary
The Onboarding Manager is a client-facing strategic professional responsible for leading the end-to-end onboarding experience for clients in the LATAM region. This role acts as a project manager and the central point of contact for clients, advising them on account opening and the implementation of Treasury and Trade Solutions (TTS) products. The Onboarding Manager owns the entire onboarding process, from initial planning to final execution, ensuring a seamless and positive client experience. This position requires strong project management skills, excellent communication and diplomacy to guide, influence, and coordinate with clients and internal teams. The ideal candidate will have a significant impact on client satisfaction and the successful integration of our services.
Responsibilities:
- End-to-End Ownership: Lead and manage the entire client onboarding lifecycle, including account openings and the implementation of TTS products, ensuring a seamless end-to-end process.
- Client Advisory: Act as the primary advisor to clients for all onboarding-related activities, providing expert guidance on processes and product setups.
- Project Management: Develop and maintain customized project plans for each client implementation, outlining deliverables, milestones, and critical path items.
- Single Point of Contact: Serve as the single point of contact for the client and internal partners (such as Sales, Product, Technology, and Operations) for all onboarding projects within the LATAM region.
- Stakeholder Coordination: Manage and coordinate the work of cross-functional internal teams to ensure project milestones are met and client requirements are delivered successfully.
- Client Relationship Management: Build and maintain strong relationships with clients, acting as a trusted advisor throughout the onboarding process and effectively managing their expectations.
- Process Oversight: Provide oversight for account maintenance activities to ensure operational readiness and stability for the client.
- Efficiency and Reporting: Continuously work to reduce implementation cycle times and accurately report on project status, escalating any delays or issues as needed.
- Issue Resolution: Partner with the client and internal teams to escalate, manage, and resolve critical issues, ensuring a smooth implementation.
- Governance and Quality: Establish and lead project governance, ensuring strict adherence to defined quality standards and best practices.
- Smooth Transition: Ensure a successful and smooth transition for the client from the implementation project to business-as-usual and production support teams.
- Risk Management: Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding its clients and assets by driving compliance with applicable laws, rules, and regulations.
Qualifications:
- Experience: 6-10 years of experience in client onboarding, implementation, project management, or a related client-facing role, preferably within the financial services industry.
- Languages: Fluency in both English and Spanish (written and verbal) is mandatory.
- Core Skills:
- Proven experience in leading cross-functional teams to deliver multi-work stream projects.
- Strong communication, presentation, and diplomacy skills to manage client meetings and influence internal and external stakeholders.
- Effective leadership skills with an ability to promote team building and develop strong partnerships.
- Excellent analytical and complex problem-solving abilities.
- Personal Attributes:
- Self-starter with the ability to take initiative and drive projects forward independently.
- Excellent organizational, planning, and customer relationship management skills.
- Strong negotiation and decision-making capabilities.
- Ability to work effectively under a high-volume workload and prioritize tasks.
- Certifications: Project Management Certification (e.g., PMP, PRINCE2) is preferred.
Education:
- Bachelor's/University degree required.
- Master’s degree is preferred.
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Job Family Group:
Customer Service
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Job Family:
Institutional Client Onboarding
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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