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Client Onboarding Manager - Asset Management Services

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    Digital & Technology

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  • Contact:

    Sarah Doan-Gill

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  • Consultant:

    Sarah Doan-Gill

Client Onboarding Manager - Asset Management Services

- Contract until end of April 2025 (likely extension)
- On-site in Warsaw (Hybrid working)

We are looking for a Client Onboarding Manager to lead and co-ordinate BPaaS onboarding projects:
Data Management Services, Investment Operation Services and Investment Accounting Services, with a focus on minimizing friction and ensuring a smooth transition while safeguarding the funded service scope to ensure profitable service delivery.

What you will be responsible for:

The Client Onboarding Manager will play a crucial role in ensuring a seamless and efficient onboarding process for new customers. This position requires a deep understanding of Asset Servicing / Asset Management, advanced organizational, interpersonal and communication skills. Good understanding of project management methodologies and tools is also essential to the role.

As our Onboarding Manager, you will be reporting to BPaaS Program Manager and be responsible for:

• Develop and maintain relationships with clients and acting as the primary point of contact during the onboarding process.
• Oversee all aspects of BPaaS onboarding projects including project initiation, project planning (internal/external), scope management, resource management, time management, project governance, controlling, and reporting.
• Together with Service experts, provide guidance and support, explaining standard business processes, service features and answering questions to facilitate customer understanding and manage customer expectations with regards to the service outcome as well as potential scope changes. Ensure a consequent tell-approach is applied in the service onboarding.
• Collaborate with cross-functional teams including Sales, SaaS, Product Development, Professional Services as well as program managers/project managers on larger deals to streamline onboarding process, jointly develop onboarding plans to ensure efficient service delivery and ensure common goals.
• Monitor project timelines, milestones, and deliverables, and provide regular updates to BPaaS leadership team.
• Understanding how to manage change as a process and applying all the rigor and discipline around the change management process. Handling competing and conflicting demands and changing the approach to best fit the situation.
• Continuously identify opportunities to improve onboarding process and documentation of best practices, with a focus on enhancing efficiency and the overall customer experience.
• Stay up-to-date with the financial products and services to effectively guide customers through the onboarding process.
• Maintain and update SLAs, policies, and other critical service documentation in collaboration with the delivery team.

What we value:

• Most important is that you can see yourself contributing and thriving in the position described above. We would expect you to be proficient in several of the following skills and be able to upskill to a high standard for the remainder.
• Proven experience in customer onboarding within the Asset Management or Asset Servicing industry.
• Great project management skills, with the ability to handle multiple projects simultaneously.
• Bachelor's degree in Finance, Business, or a related field. MBA or relevant certifications (e.g., CFA) is advantageous.
• Significant knowledge of financial technology and business processes, especially with asset managers, pension funds, insurance companies or Asset servicers.
• PMI/PMP, Prince 2 or equivalent certification
• Detail-oriented with good organizational and problem-solving abilities.
• Advanced communication and interpersonal skills, with an emphasis on client relationship management.
• Fluent in English
• Ability to work both individually and collaboratively within a team.
• Readiness to travel to customer sites from time to time