Manager, Client Onboarding

FIA TECHNOLOGY SERVICES, LLC; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading technology provider is seeking an experienced Onboarding Manager to oversee the client onboarding process. This role involves managing end-to-end client experiences, collaborating with diverse teams, and enhancing client satisfaction through effective relationship management. The ideal candidate will have a Bachelor's degree, proven onboarding experience, and strong analytical skills, ideally with knowledge of derivatives markets. This is a unique opportunity to contribute to innovative solutions within a dynamic industry context.

Qualifications

• Proven experience in onboarding, process implementation or project management roles.
• Knowledge of or exposure to derivatives markets is preferred.
• Ability to work collaboratively in a fast-paced, dynamic environment.

Responsibilities

• Manage end-to-end client onboarding process, ensuring a seamless experience.
• Collaborate with sales, account management, and technical teams.
• Conduct demos and product overviews.

Skills

Relationship management

Communication skills

Analytical skills

Problem-solving skills

Technical skills

Education

Bachelor's degree in finance, Economics, Business or related field

Tools

Excel

SQL

Visualization tools

Job description

FIA Tech is the leading technology provider to the exchange traded derivatives industry. Owned by a consortium of thirteen leading clearing firms and the Futures Industry Association (FIA), FIA Tech is committed to serving the industry and launching innovative solutions to improve market infrastructure across the listed and cleared derivatives industry. FIA Tech works in close partnership with the broader industry, including exchanges, clearinghouses, clearing firms and other intermediaries, as well as independent software vendors, buyside firms and end users to bring efficiency to the exchange traded and cleared derivatives industry.

Position Overview

We are seeking an experienced and skilled professional to join our Client Onboarding team. The Onboarding Manager will support the sales process in product overviews and demos, manage end to end client onboarding processes, collaborate with various stakeholders and provide feedback to enhance client experience across various FIA Tech Brokerage and Documentation products. This role offers the opportunity to have a strong voice in the future design of our platforms, be the face of our organization, and contribute significantly to the continued success of our organization. The ideal candidate has a talent for relationship management, accepts the challenge that comes with leading successful implementation projects and can troubleshoot and fix issues. Additionally, knowledge or experience with trading and clearing processes, fee and commission management, and FIA Tech’s suite of products is preferred.

Key Responsibilities

• Manage end-to-end client onboarding process, ensuring a seamless and positive experience for new clients.
• Collaborate with sales, account management, and technical teams to gather necessary information for onboarding.
• Conduct demos and product overviews to introduce clients to products, services, and support channels.
• Customize onboarding plans based on client needs and ensure timely execution of each step.
• Propose and develop new ideas and innovative strategies for achieving goals and solving challenges
• Serve as the primary point of contact for clients during the onboarding phase, addressing inquiries and resolving issues promptly.
• Provide training sessions to clients on platform usage, features, and best practices.
• Work closely with cross-functional teams to identify areas for process improvement and implement enhancements to streamline onboarding procedures.
• Maintain accurate and up-to-date client records and documentation.
• Create and maintain comprehensive project plans and product enhancement documentation
• Monitor client satisfaction and gather feedback to enhance onboarding processes and overall client experience.
• Collaborate with the sales team to identify upsell and cross-sell opportunities during the onboarding process.
• Serve as the key liaison between client and internal FIA Tech stakeholders
• Support customer testing and operation of FIA Tech’s systems including creating and maintaining test plans, utilizing internal tools to document, track and close all customer incidents/questions
• Achieving excellent understanding of FIA Tech’s products, functionality, and workflows as well as external products that affect our industry

Qualifications

• Bachelor's degree in finance, Economics, Business or related field
• Proven experience in onboarding, process implementation or project management roles
• Knowledge of or exposure to derivatives markets is preferred
• Strong communication and interpersonal skills
• Strong analytical and problem-solving skills
• Technical skills, efficiency in excel, knowledge of SQL and visualization tools preferred
• Ability to work collaboratively in a fast-paced, dynamic environment
• Detail-oriented with excellent organizational and time-management abilities
• Excellent problem-solving and analytical skills, with a focus on data-driven decision-making
• Customer-centric mindset with a commitment to delivering exceptional service
• A willingness to adapt to evolving processes and technologies.