CB Client Onboarding - Onboarding Team Lead VP 603

Formal Job Description 

Lead a team of five (5) to ten (10) Client Onboarding professionals who own our Client’s Treasury Product Onboarding experience end to end!

As a Client Onboarding Team Lead you will be responsible for leading and managing an experienced onboarding team that implements Treasury Products and Services. Client Onboarding Leads are responsible for setting team strategy, partnering with internal functions including sales, product and service, and continually improving the implementation processes and client experience. You will gather and provide data and feedback to internal business partners and ensure project management tools are developed and published. 

Job Responsibilities

• Ensure team operates effectively by adhering to implementation methodology and policies; manage team capacity and proactively manage expenses
• Maintain a client first culture among the team through open dialogue, encouragement of feedback and attracting and/or retaining superior talent
• Manage client and partner expectations and understanding throughout the implementation process 
• Manage team performance through coaching and development of individuals. 
• Support client escalations effectively with a clear path to resolution.
• Work with partners in Operations and Product Management to streamline processes
• Identify instances of business risk and show ownership of issues when they arise 
• Exhibit ownership of on-boarding experience and client satisfaction
• Foster a culture of teamwork by building and maintaining strong relationships with key partners in Relationship Management, Sales, Service, Operations and Product Management
• Develop, scope and execute on internal initiatives as assigned and provide diligent awareness of business risk and ownership of issues when they arise
• Utilize management reports and metrics to ensure success in meeting the team’s objectives and overseeing employee team adherence to policy and procedures

Required qualifications, skills and capabilities

• Comprehensive knowledge of Treasury Products and Services 
• Bachelor of Arts /Bachelor of Science degree and 6 years of relevant experience
• Experience in coaching or mentoring employees and proven ability to successfully manage conflict
• Experience in risk awareness and skills to develop and ensure quality program set ups
• Excellent interpersonal, organizational, verbal and written communications along with strong presentation and negotiating skills 
• Strategic thinking with the ability to adapt to change 
• Demonstrated team building skills and ability to work in a team environment along with experience in managing conflict and adapting to change 
• Comfort in using technology such as WebEx, Zoom and other collaboration tools for enhanced client discussions
• Microsoft Office Suite experience and Project Management, Payments and Receivables experience or eagerness to learn

Preferred Qualifications

• MBA
• PMP or other Project Management Certifications 
• Ability to provide quantifiable management reporting 
• Previous management experience

Joining our diverse and innovative global organization will provide you with endless opportunities for career and personal growth. 

• Become a part of our many Business Resource Groups, employees who come together on topics such as ethnicity, gender, age, accessibility, special interests and more
• Help the community through expansive volunteer opportunities
• Join one of our focus groups aimed at Innovation and Transformation, creating the future experience for our clients and employees

Final Job Grade and officer title will be determined at time of offer and may differ from this posting.

Some travel required (20%) to visit clients and internal partners.

Please note this role is not eligible for employer immigration sponsorship.