Head of Client Onboarding

Sterling Williams are working closely with a growing, well-funded Cross-border Payments organisation who are looking to hire a Head of Client Onboarding.

Head of Client Onboarding

London Based: Working in the office 3 days per week with 2 from home.

Salary circa £80 - 92,000 pa plus benefits

This is a permanent, London based role, but will have scope looking after an onboarding team spreading across 4 jurisdictions (UK, N.America, ME and Singapore)

As the Head of Client Onboarding, you will play a pivotal role in ensuring a seamless, efficient, and compliant onboarding experience for new clients. You will lead and develop a team responsible for managing the end-to-end onboarding process, working closely with cross-functional teams to optimise workflows and enhance client satisfaction. Your leadership will ensure the department meets regulatory requirements, maintains high service standards, and continuously improves processes to support business growth.

Key Responsibilities of the role will include:

• Leadership & Team Management: Lead, mentor, and develop a team of onboarding specialists, fostering a high-performance culture and ensuring effective line management.
• Process Optimisation: Design, implement, and enhance onboarding workflows to improve efficiency, reduce onboarding time, and enhance the client experience.
• Regulatory Compliance: Ensure all client onboarding activities adhere to relevant regulatory requirements, including KYC, AML, and other compliance mandates.
• Stakeholder Collaboration: Work closely with Sales, Compliance, Operations, and Product teams to ensure a smooth transition from prospect to active client.
• Client Experience: Develop strategies to enhance client satisfaction and engagement throughout the onboarding process.
• Performance Monitoring: Track key performance indicators (KPIs) to measure success and identify areas for improvement.
• Technology & Innovation: Identify opportunities to leverage technology and automation to streamline onboarding processes and improve scalability.
• Risk Management: Assess and mitigate risks associated with client onboarding, ensuring due diligence and operational integrity.

The successful candidate will have:

• Proven experience in a leadership role within client onboarding, preferably in the payments or fintech industry.
• Strong understanding of global regulatory requirements relating to KYC, KYB and AML.
• Exceptional leadership and people management skills, with a track record of developing high-performing teams.
• Experience in process improvement, workflow automation, and operational efficiency.
• Excellent stakeholder management and communication skills.
• Data-driven mindset with the ability to analyse KPIs and drive continuous improvement.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.