Onboarding Manager

Summary

Join Pepperstone as their Global Client Onboarding Manager, leading a global team and ensuring exceptional client experiences. You will oversee daily operations, maintain a strong onboarding experience through various systems, collaborate with multiple teams, conduct quality assurance checks, and report performance metrics. This role involves leading onboarding initiatives, supporting tool development, training team members, managing escalations, and recommending process improvements. The ideal candidate possesses proven leadership experience, extensive knowledge of onboarding tools and workflows, and a strong understanding of KYC/AML frameworks. This position offers a competitive salary, flexible and hybrid working options, remote work opportunities, personal development opportunities, and comprehensive benefits.

Requirements

• 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 Pepperstone values
• Committed to ongoing learning and development

Responsibilities

• 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

Benefits

• 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