
Exceptional Onboarding Experience Leader
18 hours ago
Global Client Onboarding Manager
About the Role:The Global Client Onboarding Manager is a key position in our organization, responsible for providing an exceptional and compliant experience for clients across various regions.
This role oversees a dynamic team spread across four offices and is accountable for ensuring onboarding performance, quality assurance, operational excellence, and collaboration across different functions.
- Manage and lead the global Client Onboarding team, including Cyprus and three additional international offices.
- Oversee daily operations and team performance ensuring SLA's and KPI's are met.
- Build and maintain a strong client onboarding experience through company systems and platforms (Salesforce, internal admin tools and emerging automation solutions)
- Collaborate closely with Compliance, Risk, Product and Support teams to ensure onboarding process are effective, compliant and scalable.
- Conduct regular Quality Assurance checks and drive a culture of accountability and continuous improvement.
- Report on onboarding performance, client satisfaction and operational metrics to senior leadership.
- Lead onboarding initiatives that support strategic business goals such as reducing time to account opening.
- Support tool development by identifying automation opportunities and collaborating with internal tech teams and vendors
- Train, coach and develop onboarding team members globally, ensuring consistent knowledge performance, and alignment with regulatory requirements.
- Manage complex client escalations during onboarding in partnership with internal teams.
- Recommend and implement process changes to improve efficiency, compliance and customer experience
- Proven leadership experience managing teams
- 5 years in a client onboarding, KYC/AML, or operational leadership role within financial services or fintech
- Comprehensive knowledge of onboarding tools and workflows, including expertise in CRM systems and mainstream EV and IDV providers.
- Experience working with or implementing automation and process transformation.
- Strong understanding of KYC/AML and customer due diligence frameworks
- Demonstrated ability to deliver on KPIs and continuously improve performance and customer outcomes
- Strong cross functional collaboration skills, particularly with Compliance, Product, Risk, and Customer Support
- Excellent Communication and Stakeholder management skills
- Ability to live the values
- Committed to ongoing learning and development
- Competitive salary structure including company bonus scheme
- Genuinely collaborative and friendly culture
- Flexible and hybrid working
- Remote working option - work from anywhere for up to 6 weeks per year
- Ongoing personal development & learning opportunities
- 3 paid volunteering days per year & Workplace Giving Program
- Periodic recognition and reward programs for outstanding performance and achievements
- Frequent events and celebrations
- Comprehensive medical insurance with coverage for your healthcare needs
- Pension fund
- Employee Assistance Program & Wellbeing Initiatives
- Convenient and cozy office located near the Limassol Municipal Garden
We are a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence.
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