Client Administration & Onboarding Manager

Description of the assignment

The Client Administration & Onboarding Team is part of the Business Implementation and is responsible for the overall client on-boarding and administration process including the opening, maintaining and closing of static data in the main bank systems, with particular regard to customers, cash & securities accounts, securities and counterparts.
The Client Administration & Onboarding Manager Team is the main entry point for customer requests related to opening, modification and closure and ensures the overall delivery of efficient and high quality operational and administrational client support in close coordination with all business partners and internal BP2S teams. The aim is to have a high quality set of client data from the beginning to the end of the client relationship. Hence, be an active and valuable part in the positive client’s experience and journey throughout the relationship. Therefore, the Team Lead holds the vision of the team and ensures the guiding principles are adopted by leading by example.

Main activities

The following duties reflect the core responsibilities that the Team Leader roles implies. It is to highlight that these can evolve in time as the business follows a dynamic process. 

Team Lead: 

• Ensure the team has a proper structural and cultural environment
• Establish and foster a positive team work culture allowing an active learning culture
• Ensure the capacity of the team is well managed and the development of the individual team members is taken into consideration
• Understand when to escalate and how to manage issues 
• Take on the general duties such as continuous feedback rounds, team member meetings, objective and personal goals settings.
• Proactively contribute to the team’s overall vision and goal which is achievement of a high data quality and maintaining a high client service satisfaction
• Manage hybrid team set-ups
• Full responsibility on HR related topics

Specific duties:

• Overview the different areas and phases (client onboarding, administration, client offboarding)
• Control plans implementation and follow through
• KYC re-certifications handling
• Reporting to clients (MIS and statistics)
• Attending BACs 
• Audit requests handling

Searched profile

Professional Career Track/Experience

• Minimum of 5 years of experience within Middle/ Back-office
• Proven experience interacting with clients at all levels
• Experience in working with remote teams
• Management experience: ideally 3 years 

Professional Skills/Know-how

• Commercial education 
• Fluent in English, German
• Computing skills and MS office Suite 

Behavioural Skills:

• Ability to collaborate/Teamwork
• Ability to deal with difficult situations 
• Organisational skills – following through
• Adaptability
• Communication skills – oral & written in various languages (see above)
• Empathy and resilience 
• Ability to engage and motivate
• Ability to share/pass on knowledge
• Ability to synthetize/simplify
• Solution oriented approach and ownership
• Creativity & Innovation/share ideas

Transversal Skills:

• Analytical and critical thinking
• Negotiation skills 
• Conflict management