Head of Client Onboarding

Purpose

The Head of Client Onboarding will lead the end-to-end client onboarding and asset transfer function, ensuring timely, accurate, and well-controlled processes for both standard and complex activity. You will manage teams responsible for onboarding and offboarding client assets, oversee AML/KYC compliance, and lead strategic initiatives such as bulk asset transfers and post-M&A migrations. This role is critical to ensuring a smooth client journey from inception through transition, with a strong focus on controls, service standards, and continuous improvement.

Responsibilities

Client Onboarding & AML/KYC Governance

• Lead the onboarding of new clients, ensuring robust control and governance around AML, KYC, and due diligence checks.
• Collaborate with Compliance, Risk, and Distribution to ensure onboarding practices meet regulatory obligations and internal standards.
• Continuously review and enhance onboarding processes to reduce friction while maintaining compliance integrity.

Transfer Operations Management

• Oversee the onboarding and offboarding of client assets across multiple wrappers and custodians.
• Manage the BAU transfer team to deliver efficient, accurate, and client-centric asset movements.
• Own the oversight and resolution of transfer exceptions, delays, and escalations.

Migrations & Bulk Transfers

• Lead special projects involving bulk asset transfers, including large-scale new business migrations and post-M&A integration activity.
• Develop and execute migration plans, coordinating with Technology, Product, and Client Services to ensure minimal disruption and maximum efficiency.
• Provide strategic input into migration readiness assessments, data integrity, and risk mitigation plans.

Operational Oversight & Continuous Improvement

• Build and track KPIs, SLAs, and MI to monitor performance, capacity, and client experience within the onboarding and transfer teams.
• Identify and implement process improvements to enhance control, speed, and scalability of onboarding and transfer activity.
• Drive a high-performance culture within the team through effective leadership, coaching, and development.

• Proven experience in a senior operations or onboarding role within a platform, wealth manager, or investment services firm.
• In-depth understanding of AML/KYC requirements, asset transfers, and operational controls.
• Experience managing BAU and complex transitions such as bulk asset moves, corporate actions, or M&A integration.
• Strong stakeholder management and project delivery skills, with the ability to coordinate across functions and third parties.
• Familiarity with FCA regulations and relevant compliance frameworks.

Qualifications

• Over 10 years Experience

• Highly organised, detail-oriented, and risk-aware.
• Client-focused mindset with a passion for service excellence and continuous improvement.
• Effective leader and team builder, able to inspire high standards and accountability.
• Resilient and adaptable, with a hands-on approach to solving operational challenges.

Other Relevant Information

• Reports to Head of Operations
• Able to work with a variety of styles to ensure maximum empathy and collaboration with colleagues and stakeholders
• Team attitude is needed as the successful candidate will be working closely with others areas of the business
• Flexible attitude to working hours – sometimes the workload will demand additional commitment outside the contractual hours.
• Demonstrated track record of strong client service
• Must be a strategic thinker, self-starter and solution-orientated individual