Client Onboarding Team Manager

Onboarding SpecialistCustomer SuccessFull TimeRemoteTeam 501-1,000Since 1997H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

7 days ago

Salary

$95K - $125K / year

Bachelor Degree7 yrs expEnglish

Job Description

• Oversee the account opening and asset transfer process for all firm channels, including Marketing, CRP, SRP, and Advisor Teams. • Establish and monitor KPIs including cycle time, NIGO rates, throughput, SLAs, and quality metrics to drive accountability and performance. • Develop and implement best practices and standardized operating procedures for onboarding workflows. • Manage team capacity planning to support peak onboarding volumes while maintaining a high-touch, client-focused service model. • Address and resolve onboarding challenges with urgency to minimize disruption to the advisor and client experience. • Partner closely with internal teams and advisor groups to understand advisor/client needs and design effective workflows. • Serve as a trusted operational partner to Advisors, proactively communicating updates and managing escalations. • Lead and coordinate onshore and offshore teams to ensure seamless execution and consistent service standards. • Monitor performance of distributed teams, providing coaching, feedback, and development opportunities. • Build and maintain strong relationships across leadership, external partners, custodians, and vendors. • Identify opportunities, design scalable workflows, and execute strategic initiatives to enhance onboarding efficiency. • Evaluate and redesign processes to improve accuracy, scalability, and risk mitigation. • Partner with Product and Technology teams to enhance and drive adoption of account opening technology solutions. • Develop and adhere to Service Level Agreements, quality control standards, and process documentation. • Drive adoption of Client Service Operations offerings through clear communication of value and continuous refinement. • Recruit, mentor, and lead a high-performing operations team aligned with organizational values. • Build unified, collaborative teams across multiple locations. • Provide coaching and training to foster team growth and operational excellence. • Align daily team execution with strategic organizational priorities. • Encourage cross-training and professional development to improve productivity and service quality.

Job Requirements

  • Bachelor’s degree in Business, Finance, Economics, or related field preferred.
  • 7+ years of wealth management operations experience, including 3+ years of direct management.
  • Direct experience with Schwab and/or Fidelity account opening and transfer processes strongly preferred.
  • Experience managing distributed (onshore and offshore) teams.
  • Strong analytical, problem-solving, and process improvement capabilities.
  • Ability to thrive under pressure, manage competing priorities, and drive results during peak volumes.
  • Superior verbal and written communication skills with strong relationship-building ability.
  • Proficiency in Microsoft Office Suite; familiarity with Salesforce, Workday, and custodial platforms preferred.

Benefits

  • Training and professional development
  • Medical, dental and vision coverage (Available to full-time employees and their families)
  • Health Savings Account (HSA) with employer contribution and Flexible Spending Accounts (FSA) for medical, dependent, and transit expenses
  • Life and AD&D insurance – employer paid and voluntary options
  • Short-term and long-term disability, workers compensation – employer paid
  • 401k with match and profit sharing
  • Wellness programs and resources
  • Voluntary benefits, including pet insurance
  • 18 days of paid time off (PTO), accrued annually (25 PTO days after 4 years of service)
  • 12 paid holidays each year (10 pre-determined and 2 floating days)
  • Paid parental leave and paid caregiver leave (Caregiver leave available after 6 months of tenure)
  • Reimbursement for tuition, licensing, and other credentials (Available after meeting service requirements)

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