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About the Role
As Client Onboarding Lead, you will own and shape the client onboarding process at Y TREE. You will redesign the end-to-end process, building a tech-led solution that scales while maintaining a personal touch. You will also manage complex client onboardings, acting as the go-to person for Source of Wealth and Source of Funds, and advocating for clients when the process presents obstacles.
Responsibilities
- Redesign the onboarding process for the future, identifying and fixing slow, manual, or frustrating elements with automation and human touch.
- Lead onboarding change initiatives with the Product team, providing clear briefs and shaping/testing solutions.
- Ensure the onboarding process is client-first, keeping clients informed and explaining the importance of each request.
- Evaluate and introduce digital tools, such as automated workflows and AI, to expedite and simplify onboarding.
- Measure key onboarding metrics (time to become a client, case stalling points, client satisfaction) to prioritize improvements.
- Own the onboarding experience for High Net Worth (HNW) and Ultra-High-Net-Worth (UHNW) clients.
- Act as the client's advocate with Advisers and senior colleagues, balancing client needs with compliance requirements.
- Maintain clear communication with clients, advisers, and colleagues regarding case status and next steps.
- Manage complex onboardings end-to-end, including clients with multiple trusts, companies, FICs, and international structures.
- Serve as the central point of contact for Source of Wealth (SoW) and Source of Funds (SoF) on complex cases, applying expert judgment to meet compliance standards.
- Prepare complex client cases for the Business Acceptance Committee, collaborating with New Client Relationships and Compliance teams.
- Ensure thorough understanding of client situations, balance sheets, and wealth structures for committee review.
Requirements
- Exceptional client-facing skills and experience with UHNW clients.
- Proven track record of improving processes, including redesigning and delivering them while demonstrating positive change.
- Outstanding working knowledge of SoW and SoF across complex structures (trusts, companies, FICs, international clients).
- Enthusiastic and everyday user of AI tools, actively seeking new applications.
- Confidence to challenge and influence advisers and senior managers.
- Hands-on experience with a CRM or CLM system.
- Private client experience.
- Experience in using automations and other low-code tools to improve operational processes (desirable).
- Experience working with product managers to define and develop technical process improvement solutions (desirable).
- Family office experience (desirable).
- Understanding of the entire onboarding process, not just a single aspect.
- Ability to handle a wide range of complex cases and apply sound judgment.
- Genuine client-first instincts combined with solid process knowledge.
Skills
- Client Onboarding
- Process Design
- Process Improvement
- Automation
- AI Tools
- Client Relationship Management
- Source of Wealth (SoW)
- Source of Funds (SoF)
- Compliance
- Stakeholder Management
- Communication
- Problem-Solving
- Technology Adoption
- Low-code Tools
Location
- London
Work Type
- Onsite
- Full-time
Experience Level
- Senior
- Lead
Benefits
- 25 days of annual leave
- Regular team socials
- Welcoming, dog-friendly office with breakout spaces and silent booths
- Private healthcare plan (through Vitality)
- 50% off premium gym memberships
- Access to Vitality's exclusive rewards programme
- Employee assistance programme for mental health and wellbeing support
- Family-friendly policies
- Support towards professional qualifications
- Electric car schemes
About the Company
- Y TREE is a rapidly growing WealthTech business redefining how individuals and families connect with their money.
- The company provides clients with control over personal finances to help them achieve financial and life aspirations.
- Y TREE utilizes sophisticated portfolio analytics, behavioral psychology, and cutting-edge UX/UI to create a revolutionary user experience.
- Founded in 2017 by experienced entrepreneurs in Technology, Corporate Advice, and Investment Management.
- Backed by leading European investors.
Equal Opportunity
- Y TREE is committed to building diversity in its teams, including diversity of thought, culture, backgrounds, and perspectives.
- Applicants are encouraged to apply as they are, and reasonable adjustments can be made to support the application process.
- Candidates who do not meet 100% of the requirements are encouraged to apply if they can demonstrate suitability.
- Sponsorship is not available for this role.