Senior onboarding process and solution specialist

WorldFirst; Greater London; Hybrid; GBP 60,000 - 75,000; Full time

Job summary

A leading FinTech company in Greater London is seeking a Customer Onboarding Manager to enhance the onboarding experience for UK and EEA customers. The ideal candidate should have over 5 years of experience in customer onboarding, with strong knowledge of KYC and CDD regulations. Responsibilities include designing the onboarding flow, managing operations, and optimizing client portals. This role offers the potential for either an individual contributor or team lead position and requires a proactive approach to drive continuous improvement.

Qualifications

• 5+ years of customer onboarding experience, ideally in Fintech.
• Working knowledge of KYC & CDD regulations.
• Ability to work independently during busy periods.

Responsibilities

• Design end-to-end onboarding flow and manage onboarding operations.
• Optimize client-facing portal for better onboarding experience.
• Conduct KYC/KYB reviews and communicate with clients.

Skills

KYC & CDD knowledge

Analytical skills

Organizational skills

Problem-solving skills

Communication skills

Education

Degree or equivalent professional qualifications

Tools

Customer onboarding software

Job description

Description

Position at WorldFirst Introduction : WorldFirst is a subsidiary of Ant International, a global digital payment and financial services leader. Through the World Account, WorldFirst is meeting the needs of SMEs engaged in international trade or business, both online via marketplaces or websites, as well as offline to support importers and exporters. This includes global collection (receiving payments), making payments, currency conversion, risk management to help WorldFirst customers reduce costs, improve turnover efficiency to generate more revenue and sales, and quickly capture global business opportunities. WorldFirst serves one million customers worldwide and is connected to over 100 marketplaces.WorldFirst is shaking up the financial services industry- our mission as a FinTech is ‘to make it easy to do business anywhere’. Our Strategic Account Management team is responsible for driving commercial growth across existing accounts, as well as helping prospect new ones too.

What You’ll Do WorldFirst's Onboarding team is responsible for the successful registration and accreditation of all UK and EEA customers, including design and development of end-to-end onboarding process and the management of onboarding operation team. The team is part of the International Risk Management to ensure we can onboard our customers quickly, efficiently and compliantly. Specializing in CDD and KYC, the Onboarding team interacts daily with Product, Tech and Customer facing teams to enhance customer experience from the very start of their journey with WorldFirst.

• Design end to end onboarding flow, identify risks within onboarding journey, provide risk remigration solution, and drive the implementation of product solution and operation efficiency
• Design optimization plan of the client-facing portal to promote better customer onboarding experience and higher conversion rate
• Identify vendor / inhouse built risk solution for onboarding journey, drive the integration with product and tech team to achieve risk mitigation and compliance
• Work with different risk owners and stakeholders within WorldFirst, own the continuous upgrade of the onboarding SOP
• Manage a team of onboarding operation specialist, and work closely with Sales & Customer facing teams to complete thorough CDD & KYC / KYB reviews to seamlessly onboard business customers
• Verify KYC / KYB documents, ownership structures, payment flows, and UBO information
• Conduct clear and consistent periodic account reviews of existing client’s information for ongoing KYC purposes
• Communicate with clients via phone, email or chat - where needed - to facilitate a positive customer onboarding experience
• Provide guidance to customer facing teams with regards to the onboarding policies
• Depends on your previous experience and capabilities, we can offer either Individual contributor role or a team lead role

Our ideal candidate

• Working knowledge of KYC & CDD regulations and processes
• Previous experience of implementation of end-to-end onboarding journey, especially on onboarding flow design, product solution, vendor integration and risk solution
• Demonstrable analytical and problem-solving skills, excellent attention to detail
• Proactive, organised and highly efficient - able to work independently through periods of high volumes
• Ability to balance commercial drivers and risk management
• Work from office minimum 3 days per week / in line with business requirements
• Minimum 5 years of customer onboarding experience, preferably in Fintech or payment services
• Ideally degree educated / equivalent professional qualifications
• Business-level proficiency in English; Chinese language skills would be a strong advantage.
• This is not a pure onboarding operation role - we need the candidate to have knowledge to drive the continuous upgrade of current onboarding product solution.

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