Client Onboarding Manager

An exciting opportunity has arisen for a Client Onboarding Manager to join our growing business and lead the Client Onboarding team.

The Client Onboarding Manager is responsible for overseeing the end-to-end onboarding process for clients investing across Puma’s range of products, delivering exceptional service to retail investors and financial intermediaries while working collaboratively with internal business units to support the firm's fundraising objectives.

In addition to leading the day-to-day operation and development of the team, the individual will drive continuous improvement by identifying opportunities to streamline, digitise and automate processes, enhancing efficiency, improving the client experience and supporting the continued growth of the business.

Key Responsibilities

· Line management of team members, including goal setting, performance management, coaching, and career development in line with Puma values.

· Responsible for the day-to-day management of workloads across the Client Onboarding team, ensuring service levels, regulatory requirements, internal deadlines and quality standards are consistently met.

· Own and oversee the end-to-end onboarding journey across Puma's products and services, ensuring an efficient onboarding experience and excellent customer outcomes.

· Take ownership of escalated onboarding cases, complex queries, complaints and operational issues, ensuring timely resolution and appropriate stakeholder engagement.

· Oversee AML, KYC, Sanctions and Customer Due Diligence activities, ensuring regulatory obligations, risk controls and internal policies are adhered to at all times.

· Act as a subject matter expert for onboarding requirements, investor eligibility, documentation standards and due diligence processes, providing guidance and support to colleagues across the business.

· Respond to investor, adviser and third-party queries in a professional, accurate and timely manner, ensuring service standards and SLAs are achieved.

· Oversee the review and processing of legal documentation relating to investors, trusts, corporate entities, powers of attorney and estates, ensuring appropriate due diligence requirements are met.

· Ensure client and investor records are maintained accurately and comprehensively across internal systems and third-party platforms.

· Assist with the recruitment, onboarding, training and development of new team members, fostering a culture of continuous learning and high performance.

· Monitor onboarding performance, workflow volumes, aged cases and service levels, identifying risks, bottlenecks and opportunities for improvement.

· Drive continuous improvement initiatives across onboarding processes, systems and controls, enhancing efficiency, scalability, risk management and the overall client experience.

· Analyse feedback from internal and external stakeholders to identify opportunities to improve service delivery, streamline processes and increase operational efficiency.

· Maintain oversight of operational incidents, errors, breaches and complaints, ensuring they are accurately recorded, investigated, root causes identified and appropriate corrective actions implemented.

· Conduct quality assurance reviews and four-eye checks where required, ensuring high standards of accuracy and regulatory compliance.

· Support periodic reviews, audits and regulatory requests and undertake other duties as reasonably required by the business.

Experience and Skills required

· Demonstrable experience in a client facing role gained within Asset Management or Financial Services

· Proven experience of handling and resolving client queries and complaints via email and phone, operating in a professional and confidential manner

· Demonstrable understanding of financial products, with a knowledge of the tax- efficient investment sector being highly beneficial

· Ability to prioritise effectively and maintain oversight of team workloads

· Strong attention to detail, accuracy and accountability

· Ability to communicate effectively at all levels of the organisation as well as with external stakeholders

· Desire to provide quality service and support

· Good proficiency with Word, Excel, PowerPoint and Outlook

· Good understanding of AML/KYC policies and procedures

· IMC or IOC qualified, or willing to obtain a relevant industry qualification

Personal Attributes

· Kind

· Values-driven

· Excellent communicator

· Adaptable and willing to get stuck into whatever needs doing

· Depth of character and gravitas but operating with humility

· The drive and attitude to excel in a high performing environment whilst maintaining high levels of integrity

· Energy, dynamism, and passion for complex business challenge

· Organised, rigorous and disciplined

· Pragmatic and practical

· Client-centric, with a genuine passion for delivering exceptional service and positive outcomes