Onboarding & Operations Lead

Gravita; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

Gravita is undertaking a major operational transformation to improve onboarding, compliance and service delivery. The role combines process design, system selection and hands-on delivery across Operations, Technology and Risk functions to standardise how clients are onboarded and managed.

You will define ownership, drive system implementations and embed changes into BAU while supporting broader transformation projects and KPI reporting.

Qualifications

• Experience supporting operational change, process improvement and standardisation in a project or multi-stakeholder environment.
• Strong project delivery skills, with the ability to bring structure to unclear requirements, coordinate stakeholders and keep work moving through to implementation.
• Experience working closely with QRM or Risk functions, ideally in professional services, a regulated environment or a partnership-style business.
• Analytical mindset, with the ability to define simple metrics, interpret data and drive action.
• Experience reviewing, selecting and implementing operational systems and tooling.
• Clear, organised and delivery-focused, with good follow-through.

Responsibilities

• Lead the review, selection and implementation of new onboarding system(s), working with Technology and business owners to ensure the systems support clear processes, controls, reporting and handover into BAU.
• Define and implement a clearer Client Operations model, including how teams and individuals will work with the new systems, processes, roles, responsibilities and handover points across Operations, Compliance, Places and the service lines.
• Standardise key operational processes, including onboarding, changes in client status, internal requests, compliance touchpoints and handover between teams.
• Work with QRM to translate AML, KYC, conflicts, client acceptance and Letter of Engagement requirements into practical operational processes.
• Support other priority operational and transformation projects where agreed with ExCo.
• Define and deliver a practical plan to address historic compliance gaps, operational inefficiencies and control weaknesses.
• Define KPIs across team performance, onboarding, compliance activity and operational delivery; implement reporting that provides visibility of performance, risk and bottlenecks.
• Ensure all processes, controls, tooling and reporting are fully documented, embedded and transitioned to appropriate long-term owners.

Skills

Operational change

Process improvement

Project delivery

Stakeholder coordination

Analytical mindset

Systems & tooling

Tools

Operational systems

Job description

Gravita is undertaking a major operational transformation to improve onboarding, compliance and service delivery. The role combines process design, system selection and hands-on delivery across Operations, Technology and Risk functions to standardise how clients are onboarded and managed.

You will define ownership, drive system implementations and embed changes into BAU while supporting broader transformation projects and KPI reporting.