CLIENT ONBOARDING MANAGER JOB DESCRIPTION

Client onboarding in financial services is a compliance-governed function. Firms operating across bilateral OTC derivatives markets, institutional asset management mandates, and multi-jurisdictional account structures must clear clients through KYC, AML screening, and regulatory documentation, in the right sequence, at the right pace, before revenue can move. The Client Onboarding Manager owns that sequence end to end, coordinating legal, compliance, credit, and front-office stakeholders under defined SLAs. Errors here carry regulatory exposure, not just delays.

As the Client Onboarding Manager, you direct the structured intake of new institutional and corporate clients across financial products, including fixed income, equities, and OTC derivatives, translating regulatory requirements and documentation obligations into a controlled, client-facing delivery process. You operate within a dedicated onboarding function, partnering with Compliance, Legal, Operations, and relationship management teams to maintain SLA adherence while managing concurrent client portfolios of varying complexity.

Career Impact: Owning AML, KYC, and multi-jurisdictional account opening across asset classes, including emerging markets and complex fund structures, builds a compliance and client service credential that commands growing demand across global banks, custodians, and asset managers.

Business Impact: Institutional clients cannot fund mandates, execute under ISDA agreements, or access bilateral markets until this function clears them; the accuracy and pace of your onboarding pipeline directly determines revenue recognition timing and regulatory standing for the firm.

Growth Opportunity: Deep exposure to cross-border regulatory frameworks, MIFID II, EMIR, SFTR, and Dodd-Frank, alongside project management of multi-asset launches positions you for senior client service, compliance operations, or relationship management roles within financial services.

• Lead end-to-end onboarding project management for new institutional and corporate clients across bilateral and multi-asset products.
• Coordinate KYC, AML, credit, legal, documentation, and front-office stakeholders to ensure delivery within agreed client and regulatory timelines.
• Review and validate client documentation packages against jurisdictional requirements, regulatory frameworks, and market-specific account opening procedures.
• Manage concurrent client pipelines, prioritizing new business against SLA commitments in partnership with relationship managers and business development stakeholders.
• Partner with sub-custodians and local market agents to finalize account opening submissions in complex and emerging market jurisdictions.
• Draft, review, and negotiate onboarding-related service agreements, investment policies, and legal arrangements with clients and internal legal counsel.
• Identify and escalate financial crime risk signals, applying risk-based assessment to declined, exited, or high-risk client situations.
• Drive continuous process improvement across onboarding workflows to reduce cycle time and strengthen risk controls.

• Bachelor's degree in Finance, Economics, Law, Business Administration, or equivalent work experience.
• Five or more years of client onboarding or KYC/AML experience, with direct responsibility for complex financial services clients or institutional mandates.
• Demonstrated knowledge of AML and KYC regulatory standards, including client risk rating, beneficial ownership, sanctions screening, and suspicious activity reporting obligations.
• Familiarity with financial regulatory frameworks governing onboarding, including at least one of MIFID II, EMIR, SFTR, or Dodd-Frank.
• Proven ability to manage multiple concurrent onboarding projects under tight SLA conditions with accuracy and independent judgment.
• Strong written and verbal communication skills, with demonstrated ability to convey complex regulatory or documentation requirements clearly to both clients and senior internal stakeholders.
• Ability to assess complex corporate structures, including trusts, funds, and overseas entities, and determine appropriate due diligence scope.

• Industry qualification in compliance or anti-financial crime, such as an ICA Certificate or ACAMS designation.
• Experience onboarding clients into OTC derivatives products, including fixed income, equities, stock lending, or cleared products under ISDA or equivalent frameworks.
• Exposure to institutional asset management client types, including pension plans, insurance companies, or investment funds, and their custodian and administrator relationships.
• Proficiency in a second language relevant to the client base, particularly French, German, or a language spanning key emerging market jurisdictions.

• Client onboarding cycle time versus agreed SLA, measured per client and product type.
• Percentage of onboarding cases completed without regulatory deficiency findings or compliance escalations.
• Volume of concurrent client accounts actively managed without breach of documentation or timeline standards.
• Rate of first-submission document acceptance by compliance and legal review teams, reflecting completeness of client-facing guidance.
• Financial crime risk assessment accuracy, tracked through quality review of KYC files and client risk ratings.
• Typical tools: CRM platforms (commonly Salesforce or similar); workflow and case management systems (commonly proprietary or vendor-built onboarding platforms); data management tools (commonly MS Office suite with advanced Excel).

• Base Salary Range: $90,000 to $135,000 annually, depending on seniority and market
• Bonus: Annual discretionary bonus, typically 10% to 20% of base salary
• Equity: Uncommon at individual contributor level; offered at some large financial institutions
• Health Benefits: Medical, dental, and vision coverage; employer contribution standard
• PTO: 15 to 20 days annually, plus public holidays and firm-designated days
• Common Perks: Professional development allowance, compliance certification sponsorship, commuter benefits

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background screening, including criminal history and applicable credit history review consistent with financial services regulatory requirements, is a condition of employment. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, and local law. Candidates requiring a reasonable accommodation during any stage of the hiring process should notify the recruiting team. Applicants must hold current authorization to work in the United States.

The Client Onboarding Manager owns the end-to-end onboarding experience for new clients, managing project scope, documentation, and stakeholder communication across concurrent engagements in a tech business setting. Working directly with clients and internal teams, this role builds the operational foundation that enables efficient, scalable client integration and supports the overall growth of the company.

Key Responsibilities

• Manage new client onboarding hands-on, both with clients and internally.
• Manage project scope and client expectations.
• Create and maintain project documentation.
• Manage communication with client and internal stakeholders to ensure effective and efficient onboarding.
• Manage multiple onboarding projects simultaneously.
• Contribute to the overall development of the company.

Required Qualifications

• 2+ years of client onboarding experience in a tech business.
• Exceptional written and verbal communication skills in English.
• Good Microsoft Excel skills and technical skills generally.
• Strong numeracy and world-class interpersonal skills.
• Strong work ethic and willingness to receive and give candid feedback.

Embedded within the EMEA Bilateral Client Onboarding team, the Client Onboarding Manager conducts end-to-end onboarding for a portfolio of clients across Bilateral products, including FICC, Equities, and Stock Loan Repo, serving as the client-facing lead for OTC Derivative onboarding requests. Working closely with Documentation, Compliance, Credit, Tax, Middle Office, and Front Office stakeholders, this role streamlines global onboarding processes and strengthens internal partnerships to deliver business development and revenue outcomes.

Core Functions

• Serve as client-facing lead to ensure successful delivery of onboarding requests for Markets OTC Derivatives for new and existing EMEA clients.
• Manage internal stakeholders across the full onboarding cycle, including Documentation, Compliance, Credit, Tax, Middle Office and Front Office.
• Coordinate new business pipeline management and prioritisation with business partners and onboarding stakeholders.
• Assist clients with BoAML account opening requirements and provide necessary data for their internal account setup.
• Collaborate with the wider onboarding team to establish a streamlined global process across multi-asset classes and market products.

Qualifications & Experience

• Experience in an onboarding or KYC role within Financial Services.
• Experience with OTC Derivatives, including Fixed Income, Equities and FX Products, with Stock Loan, Repo, F&O and OTC Clearing as an advantage.
• Knowledge of KYC Requirements and Jurisdictional Tax Requirements.
• Exposure to legal contracts and regulatory requirements, including MIFID II, EMIR, Dodd-Frank, and SFTR.
• Strong organisational abilities and commitment to high-quality client service.
• Excellent communication skills with initiative, strategic and creative problem-solving skills.
• Entrepreneurial and analytical mindset with ability to think commercially and prioritise under time pressure.

Reporting to Management, the Client Onboarding Manager serves as the initial point of contact for future clients, coordinating daily across internal teams, lawyers, notaries, and banks to deliver a distinctive onboarding experience within a fund and corporate services environment. Partnering with AML experts and working across service agreements and KYC processes, this role strengthens client relationships and drives ongoing improvements that support the firm's operational efficiency and compliance standards.

Primary Duties

• Coordinate daily between prospective clients, internal teams, lawyers, notaries, and banks.
• Draft and review service agreements with future clients.
• Collect KYC information required by the AML team and work with experts performing initial and ongoing KYC/AML duties.
• Provide clients with a unique, distinctive, and qualitative onboarding experience.
• Report to Management on client needs and demands, and work on process improvements to increase efficiency.
• Contribute to finding day-to-day solutions to serve clients and develop the relationship.

Education & Experience

• Diploma in Business Management, Law, or Economics.
• 3 to 5 years of professional experience in a similar environment with strong client interaction.
• Strong knowledge of Fund Services, Asset Services and/or Corporate Services.
• Curiosity about and ongoing development of knowledge in the regulatory environment, especially Financial Crime.
• Fluent in English, with French and/or German as an advantage.
• Excellent relationship and communication skills, well organised, rigorous and able to prioritise workload.
• Dynamic, proactive, positive and enthusiastic attitude.

Sitting at the intersection of financial crime risk and client service, the Client Onboarding Manager leads relevant sub-teams across CDD, PR, and OPS to onboard new corporate clients, applying a risk-based approach to balance FC risk protection with high-quality service for all customers, including declined and exited business. Operating across complex corporate structures, AML and sanctions compliance requirements, and legal arrangements, this role safeguards the bank while maintaining transparent communication with the Head of Client Onboarding and senior stakeholders.

Duties

• Manage and coordinate onboarding of new corporate clients, including legal arrangements, funds, and change events throughout the lifecycle of facilities.
• Develop excellent knowledge of onboarding processes and lead stakeholders through an efficient onboarding process with regular and accurate communications.
• Use excellent judgment when involving relationship managers or escalating issues in the process.
• Carry out duties independently at a consistently high level with excellent time management and prioritisation skills.
• Maintain detailed work-in-progress updates and work transparently with the Head of Client Onboarding on client experience and business risks.

Skills & Qualifications

• Graduate with a related degree and/or related industry qualification such as ICA or ACAMS.
• Minimum 5 years of experience in onboarding or AML within the financial, corporate or legal sector.
• Knowledge of AML and Sanctions compliance requirements, including KYC, client risk rating, suspicious activity reporting, client screening and risk assessment.
• Strong technical knowledge of complex corporate structures including Trusts, Funds and overseas jurisdictions such as BVI, Channel Islands and Cayman Islands.
• Ability to manage numerous reviews, confidential information and multiple priorities in a fast-paced, deadline-driven environment.
• Excellent written and oral communication skills, able to tailor communication to client and internal audiences, including senior management.
• Strong problem-solving, negotiation, and escalation skills with a proactive, results-driven mindset.
• A second language would be an advantage.

A key member of the Client Account Services team, the Client Onboarding Manager serves as a market entry subject matter expert, managing end-to-end account opening for clients in complex emerging market countries while consulting on documentation requirements, market renewals, and transition processes. Collaborating across internal partners and local sub-custodians, this role drives automation and standardization initiatives that improve process quality, timeliness, and client delivery outcomes at a global scale.

Functions

• Manage end-to-end market account opening for clients in complex emerging market countries, guiding market entry and documentation requirements.
• Review and analyze market documents, working with local sub-custodians to finalize local market account opening in accordance with market SLAs.
• Actively track market account openings and name change or merger activity, ensuring full compliance with department standards.
• Drive automation and digital tools strategy by identifying efficiencies and implementing solutions.
• Develop innovative ways to solve complex business challenges using data and visualization to influence decision-making.
• Work with clients to drive standardization and optimization, and assist through market restructures, fund mergers, and transitions.
• Partner with CAS Coordination members and internal stakeholders to provide seamless client delivery and improve process quality and timeliness.
• Project-manage global account openings and business-driven programs supporting regulatory, product and business change.

Requirements

• Relationship management and client service experience.
• Strong industry, product, and global market knowledge.
• MS Office skills required.
• Experience in digital tools such as Alteryx, Tableau, and Xceptor.
• Strong organizational, analytical, and problem-resolution skills with knowledge of LOB processes and procedures.
• Good oral and written communication skills with the ability to interface clearly with clients and internal business partners.

Seamless institutional client onboarding across all asset classes depends on the Senior Client Onboarding Manager, who independently leads implementation of new business by serving as primary project manager and liaison between clients, custodian banks, and internal teams to onboard custom investment mandates and launch onshore and offshore funds. Based within the Client Service organization and collaborating across Investment, Legal, Compliance, Operations, and Sales, this role strengthens institutional relationships and delivers against the firm's commitment to operational excellence across public and private investment products.

Leadership Responsibilities

• Lead implementation of new business as primary project manager and liaison between clients, custodian banks, and Voya teams to onboard custom investment mandates and launch funds.
• Lead contract negotiations, define service deliverables, and partner with Client Service and all Voya departments to establish account and operating requirements.
• Communicate and partner with cross-functional internal teams and external service providers on new business initiatives and client relationships.
• Perform all KYC, beneficial owner, AML, and suitability responsibilities in accordance with regulations and Voya policies.
• Maintain all client requirements in designated systems, ensuring accurate records of client and portfolio data across integrated systems.
• Apply investment industry knowledge to manage issues, identify opportunities to enhance services and support improvements to internal processes and service delivery.
• Lead or participate in multi-functional project teams to support new business initiatives with continuous collaboration with Client Service and Operational teams.

Experience & Qualifications

• Bachelor's degree in Finance, Economics, or a related field, with an advanced degree or CFA as a plus.
• 7+ years of client service, consulting, or operational experience within Investment Management or Financial Services, working closely with institutional external clients.
• In-depth knowledge of the investment management and asset management industry, including all regulatory aspects such as KYC, CID, CRD, and AML.
• Knowledge of fixed income, equity, public and private markets and asset management products.
• Exceptional project management skills with ability to independently drive projects and resolve issues in a timely and accurate manner.
• Ability to administer and optimize technology tools including MS Office and Salesforce.
• Service-oriented, client-focused philosophy with proactive ownership, critical thinking, and strong attention to detail.
• Excellent verbal and written communication skills with the ability to articulate complex information clearly.