Client Onboarding Associate Manager

Key Responsibilities

• Lead and manage a team of onboarding analysts responsible for client onboarding, verification, and due diligence activities.
• Ensure onboarding requests are completed accurately and within established service level agreements (SLAs).
• Oversee the review and approval of complex, high-risk, or exception-based onboarding cases.
• Manage workload allocation, queue management, and resource planning to meet daily and weekly business requirements.
• Drive team performance through regular coaching, feedback sessions, and career development conversations.
• Monitor operational metrics including quality, productivity, turnaround time, and adherence to established procedures.
• Partner with Compliance, Risk, Quality Assurance, and Training teams to support process improvements and risk mitigation initiatives.
• Identify onboarding bottlenecks and implement solutions to improve client experience and operational efficiency.
• Escalate operational, compliance, and capacity risks to leadership with actionable recommendations.
• Support onboarding of new hires and ensure successful completion of training and transition activities.
• Prepare performance reports, business reviews, and root cause analyses for management discussions.
• Promote a culture of accountability, collaboration, operational excellence, and customer-focused service delivery.

Qualifications

• Bachelor's degree in Business, Finance, Accounting, Economics, Management, or a related field.
• 5-8 years of experience in Client Onboarding, KYC, AML, Customer Due Diligence (CDD), Compliance Operations, Financial Services Operations, or related functions.
• Minimum 5 years of people management or supervisory experience.
• Strong understanding of client onboarding processes, customer due diligence, risk assessment, and compliance requirements.
• Experience reviewing and approving complex onboarding, due diligence, or customer verification cases.
• Proven ability to manage operational KPIs, service delivery metrics, and quality standards.
• Strong leadership, stakeholder management, communication, and coaching skills.
• Excellent problem-solving and decision-making abilities in a fast-paced operational environment.
• Experience working in banking, financial services, fintech, BPO, shared services, or compliance operations is highly preferred.
• Professional certifications related to compliance, risk, or financial services are an advantage but not required.