Customer Onboarding Team Leader

Principal Duties and Responsibilities

1. Lead and mentor the Customer Onboarding team, setting clear objectives and performance standards.
2. Oversee and coordinate end-to-end onboarding activities, ensuring timely and accurate execution.
3. Develop and maintain onboarding workflows and guidelines to enhance efficiency and customer experience.
4. Identify and implement automation or digital solutions to improve onboarding speed and reduce manual efforts.
5. Monitor onboarding progress and customer feedback to ensure continuous process improvement.
6. Ensure full compliance with regulatory and internal requirements during all onboarding activities.
7. Drive initiatives to enhance customer satisfaction, engagement, and retention throughout the onboarding journey.

Key Accountabilities

1. Guide, and assist employees by direct reports to perform their functional operations efficiently.
2. Supervise the team’s staff to ensure that they are appropriately motivated and trained and carry out their responsibilities to the required standards.
3. Evaluate employees’ performance with continuous feedback on their assigned targets.
4. Comply with communication and information sharing/handling policy to ensure confidentiality of the information and comply with all relevant risk and information security procedures to ensure operating within the acceptable risk levels.
5. Administer the development and implementation of the function’s policies, procedures, and processes covering all areas of the function’s activities to ensure the fulfillment of all work requirements.
6. Follow all relevant policies, procedures, and processes in order for the work to be carried out in a controlled and consistent manner.

Job Requirements

Education and Certifications

1. Bachelor Degree in Business Administration, Marketing, Accounting, Finance or similar is required, Master Degree is preferred.
2. Professional certifications are preferred

Knowledge and Experience

• 4 + years of experience in customer onboarding, client relations, or account management, customer lifecycle management.

Skills Required

1. Leadership skills
2. Analytical skills
3. Problem-solving skills
4. Communication skills
5. Project management skills