Client Documentation

Are you an experienced manager who can motivate a global team and deliver results under tight deadlines?

Job summary 

As a Client Documentation Team Lead in Client Onboarding, you will lead a team that coordinates, reviews, and maintains the documentation required to establish and service client accounts, products, and operational capabilities. You will help ensure documentation meets internal standards, is organized and accessible in required systems, and supports downstream partners in delivering a timely onboarding experience. You will communicate clearly with internal stakeholders and clients, escalate issues when needed, and keep work moving in a fast-paced environment. You will apply a strong risk and control mindset while using metrics and data to drive outcomes and continuous improvement.

Job responsibilities 

• Lead and develop a global documentation team to deliver work accurately and within agreed service levels and deadlines
• Manage document intake, tracking, routing, and prioritization across internal stakeholders and client-facing teams
• Perform high-level completeness and consistency checks on documentation (for example, required forms, signatures, dates, and entity details) and escalate gaps for remediation
• Ensure documentation is properly organized, indexed, and stored in designated repositories and systems to support onboarding and servicing readiness
• Partner with cross-functional teams including Onboarding, KYC/AML, Legal, Compliance, Tax, Credit, Operations, and Product to resolve documentation issues and meet timelines
• Monitor queues, manage exceptions, and drive closure of documentation breaks; provide clear status updates, risks, and dependencies to stakeholders
• Execute and reinforce documented procedures, controls, and recordkeeping practices to support audit readiness and evidence collection
• Use metrics and data to identify trends, improve throughput, and enhance quality outcomes
• Identify recurring pain points and contribute to standardization, playbooks, and process improvements
• Coach and motivate team members; provide feedback, performance management, and career development support
• Promote a client-focused, collaborative team culture that supports high-quality service delivery

Required qualifications, capabilities, and skills 

• 3 years of people management experience
• Experience leading an operations team in a deadline-driven environment
• Excellent verbal and written communication skills
• Demonstrated ability to influence and collaborate with stakeholders across functions and geographies
• Strong client focus and ability to partner effectively with internal groups and coverage teams
• Strong risk and control mindset with attention to detail and quality
• Ability to use metrics and data to manage performance and drive results
• Continuous improvement mindset with demonstrated process and execution focus
• Ability to develop subject matter expertise to meet client and stakeholder needs
• Ability to operate effectively in a fast-paced, dynamic environment

Preferred qualifications, capabilities, and skills 

• Experience in financial services (preferably Corporate or Commercial Banking)
• Prior experience working with documentation management or client onboarding documentation workflows
• Experience partnering with KYC/AML, Legal, Compliance, or Tax stakeholders in an onboarding context
• Experience implementing process improvements, playbooks, or operational standardization initiatives
• Experience managing escalations and complex issue resolution across multiple markets