Client Onboarding Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of Ubiquity's client onboarding process from the signed agreement to the live plan.

• Lead and mentor the New Plan and Conversion Team Leads.

• Recruit as the team grows and foster a culture centered on ownership, accuracy, and customer care.

• Oversee the onboarding pipeline, managing timelines, quality, and service level agreements (SLAs).

• Address complex or escalated onboarding situations.

• Create and document onboarding and conversion workflows along with standard operating procedures (SOPs).

• Develop training programs so specialists can effectively handle new plan setups and conversions.

• Collaborate with Product and Engineering to translate frontline insights into requirements, and test and implement new tools.

• Monitor key performance indicators (KPIs) such as time to live, accuracy, pipeline health, and customer satisfaction.

• Leverage data to inform staffing and process-related decisions.

• Project capacity needs against the sales pipeline and seasonal fluctuations.

• Work alongside Sales, Client Experience, Compliance, Payroll, and other teams to address onboarding challenges at their source.

⛳️ Requirements

• Minimum of 5 years of experience in fintech, financial services, or a closely related regulated field.

• At least 3 years of experience leading a team that directly interacts with end customers in high-stakes, detail-oriented tasks such as onboarding, implementation, account setup, or money movement.

• Proven ability to build a team or function from the ground up, including documentation, structure creation, and training program development.

• Practical experience collaborating with in-house Product and Engineering teams to define, test, and implement internal tools or workflow automation.

• Demonstrated success in achieving measurable results such as reduced cycle times, lower error rates, increased customer satisfaction, or effective team scaling.

• Strong analytical abilities and composure under pressure.

• Capability to utilize data for performance evaluation and capacity assessment, balancing speed and accuracy in financial and compliance contexts.

• Excellent communication skills with the ability to simplify complex topics and present them to senior leadership.

• Proficiency in Salesforce or similar CRM/workflow platforms, along with Microsoft Office.

• A Bachelor's degree or equivalent experience is required.

• Experience with 401(k) processes is highly preferred but not mandatory.

• Familiarity with plan documents, payroll integrations, or asset transfers between providers.

• Background working in a company that serves small businesses.

• Experience with Lean, Six Sigma, workflow, or case management tools.

• Experience utilizing AI or automation to enhance operations team scalability.

🏝️ Benefits

• Target bonus of up to 10% based on both company and individual performance.