Project Manager - Client Onboarding
Location
Jersey | United Kingdom
Job description
Reports to Senior Project Manager - Client Onboarding
With a focus on driving excellent client service and understanding the needs of our clients, we are continually enhancing the onboarding approach. As a result, we are looking for an experienced Project Manager to join the newly established Client Onboarding Centre of Excellence, which is integral to the Aztec’s Group transformation agenda.
The purpose of this role is to manage the end-to-end client onboarding experience within the Centre of Excellence. This will encompass the onboarding journey for new promoters, migrations and new structure set-ups across our jurisdictions, markets and services.
The role holder will be required to demonstrate excellent programme management, communication, stakeholder management and strategic thinking skills.
Key responsibilities:
The responsibilities of the role include, but are not limited, to:
Programme Management
- Accountable for delivering a best-in-class experience for clients across the full end-to-end onboarding journey.
- Managing multiple onboarding projects of differing complexity and size simultaneously (may also be across different jurisdictions and asset classes).
- Documenting the timelines and plan for onboardings in consultation with internal and external stakeholders, whilst drawing on experience from previous onboardings.
- Operating a flexible interpretation and adoption of onboarding methodology, whilst ensuring an appropriate level of resource is made available throughout. Where necessary, resourcing may include third party consultants and internal short-term secondments.
- Be responsible for creating specific SLAs / KPIs for each onboarding and managing the team against these and appropriate escalation to the Head of Onboarding where required.
- Identify and capture lessons learned and act on, to enable continuous improvement of the onboarding journey.
Client Experience
- Build relationships with clients by demonstrating a strong understanding of the industry they operate in and ability to design the onboarding process to address their motivators, challenges and goals.
- Evidence consultative skills through advising the client on the appropriate course of action for their specific onboarding experience and also through sharing industry best practice.
- Manage relationships amongst stakeholders by building confidence and trust with clear professional communication and transparent expectation management.
- Be able to manage relationships with the client’s third parties as required throughout the onboarding journey.
Stakeholder Management
- Work within a partnership model which includes Client Facing Teams, Business Development and other internal Aztec Teams such as Legal, Risk, Compliance and other Centres of Excellence.
- Managing the onboarding plan and provide progress reports to relevant Steering Committees, Client Relationships Leads and other key internal and external stakeholders on the status of the onboarding through the stages of the lifecycle.
- Demonstrate strong influencing and conflict management skills.
- Ensure that there is appropriate handover to Client Facing teams at the end of the onboarding journey.
Risk and Issue Escalation
- Identifying risks or issues that may impact the delivery of the onboarding process, whilst providing and facilitating the creation of options and recommendations to mitigate and drive solutions in a positive and constructive manner.
- For complex and strategic onboardings in particular, attend client Steering Groups (or equivalent) and provide updates on the status of the onboarding against SLAs/KPIs set.
- Act on real-time feedback and escalate issues effectively and in a timely manner.
People Management
- Ability to engage, coach and motivate other Project Managers within the team and act as an escalation point for queries of more junior team members.
- May be required to line manage more junior project managers and work alongside senior leadership to feed into team succession plans.
Skills, knowledge, expertise:
- 5+ years of programme management experience across differing complexities of projects.
- Proven track record of stakeholder management and strong communication skills (both internal to the business and external).
- Has worked in the alternatives industry and understands the challenges that our clients face, as well as the markets we work in and the services we deliver.
- Ability to manage client expectations through effective communication and appropriate risk management.
- Experience in adopting a consultative approach in addressing issues and creating solutions.
- Strong alignment to Aztec Group values.
- Project management qualification(s) preferable (or equivalent).
- Ability to quickly learn new information, processes and procedures.
- Proven ability to meet deadlines and proactively identify and deal with problems.
- A self-starter with the ability to work independently on concurrent initiatives.
- Ability to communicate effectively with stakeholders across all levels of seniority.
- Strong continuous improvement mindset and experience in identifying process and efficiency improvements.
- Plans, schedules, prioritises, and allocates work effectively to delivers multiple and challenging deadlines (may use project management techniques or other recognised methods such as Agile/Waterfall/Hybrid).
- Remains calm, effective, and positive even when under pressure; takes ownership for delivering outcomes and is pragmatic and action orientated.
Training:
Opportunity to complete additional project management / continuous improvement qualifications on a case-by-case basis as part of the individual’s progression plan.
KPIs:
• Increased client satisfaction evidenced via NPS scores/onboarding questionnaires.
• Employee Engagement
• Successful execution of onboarding and adherence to client KPIs/SLAs for each journey
Location:
Based in either Guernsey, Jersey, Luxembourg or UK. Travel may be required on a periodic basis to Aztec’s locations to build relationships with clients / the team.
Job tags
Salary
