OverviewConnecting clients to markets – and talent to opportunity.
Position Purpose: The Client Onboarding Supervisor - North America oversees client onboarding, account maintenance, and service workflows for the FCM, ensuring timely execution, clear communication, and a consistent client experience across internal and external stakeholders.
This role leads onboarding and client service professionals, manages escalations, monitors service levels, and drives workflow improvements that enhance efficiency, controls, and client satisfaction.
Responsibilities
Primary duties will include:
- Oversee onboarding, account maintenance, and client service workflows.
- Monitor queues, aging items, service levels, and issue resolution.
- Coordinate with Compliance, Credit, Operations, Sales, and Technology to resolve requirements and exceptions.
- Serve as an escalation point for complex onboarding and client service matters.
- Identify workflow gaps and drive process standardization and improvement.
- Maintain procedures, reporting, and internal guidance materials.
- Coach team members and support consistent service delivery.
- Promote a client-focused culture while supporting regulatory, AML, KYC, operational, and control requirements.
Qualifications
Required Qualifications:
- 5+ years of experience in client onboarding, client services, operations, or financial services support.
- 3+ years of leadership experience managing teams, workflows, or service functions.
- Strong knowledge of onboarding, account maintenance, documentation, and financial services operations.
- Proven ability to manage escalations, resolve issues, and coordinate cross-functionally.
- Excellent client service, communication, organizational, analytical, and problem-solving skills.
- Bachelor's degree or equivalent experience.
Preferred Qualifications:
- Experience in brokerage, FCM, institutional, banking, or wealth management environments.
- Understanding of KYC, AML, CIP, and account opening requirements.
- Experience with workflow, CRM, onboarding, and reporting tools.
Working environment:
- Hybrid schedule: 4 days onsite and 1 day remote.
Hiring Salary Range $80,000 - $100,000. Salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity and alignment with market data.) Subject to business performance and recommendations of management, this role may be eligible to participate in an incentive compensation plan. This compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position, is offered.
