Specialist, Onboarding

Liberty is seeking a dedicated Onboarding Specialist to steer the daily operations of its client onboarding teams. This role is pivotal in ensuring a seamless and superior onboarding journey for clients, upholding the highest global operational benchmarks. The ideal candidate will foster an environment of continuous improvement, driving efficiency and excellence in every aspect of the client onboarding process.

About the Role

This position demands a leader who can not only manage day-to-day operations but also champion a culture of exceptional client service. You will be at the forefront of shaping the client experience from the very beginning of their relationship with Liberty. This involves overseeing the performance of onboarding teams, ensuring they are equipped with the necessary skills and resources to deliver world-class service. Your strategic input will be crucial in refining existing processes and implementing new initiatives to enhance efficiency and client satisfaction. The role requires a deep understanding of operational best practices within the financial services sector and a commitment to achieving outstanding results.

The responsibilities of the Onboarding Specialist are multifaceted, focusing on both operational oversight and strategic development:

• **Operational Management:** Lead and manage the daily activities of client onboarding operations teams, ensuring that all processes are executed efficiently and effectively.
• **Performance Enhancement:** Drive optimal performance of the teams by setting clear objectives, providing regular feedback, and implementing performance improvement strategies.
• **Client Experience:** Ensure the delivery of an exceptional onboarding experience for all clients, embodying Liberty’s commitment to world-class service standards.
• **Process Improvement:** Identify opportunities for streamlining and optimising onboarding processes, leveraging automation and best practices to enhance efficiency and reduce turnaround times.
• **Team Development:** Foster a supportive and high-performing team environment through effective coaching, mentoring, and skills development.
• **Compliance and Regulation:** Maintain a thorough understanding of relevant banking regulations and compliance requirements, ensuring all onboarding activities adhere to these standards.
• **Stakeholder Engagement:** Collaborate with internal stakeholders to ensure a cohesive and integrated client onboarding journey.

What They're Looking For

Successful candidates will possess a blend of strong leadership capabilities, technical expertise, and a client-centric mindset. A relevant qualification and substantial experience in service management and operations are essential.

**Key Requirements:**

• An Advanced Diploma or equivalent qualification in Business or Commerce.
• A minimum of 5-7 years of experience in Service Management and Operations.
• A minimum of 5-7 years of experience in advanced banking regulatory and compliance matters.
• Extensive experience in general client services and/or support, coupled with seasoned technical expertise in client onboarding.
• Demonstrated ability in behaviours such as developing expertise, embracing change, examining information, exploring possibilities, generating ideas, and interacting effectively with people.
• Familiarity with technical competencies including Automation Acumen, Automation Enablement, Automation Literacy, Client Relationship Management, Coaching and Mentoring, and Operational Practices.

This role offers a significant opportunity to contribute to a leading financial services organisation and shape the initial client journey. In South Africa, specialists in client onboarding and operations within the financial sector typically command competitive salaries, often ranging from R400,000 to R700,000 per annum, depending on experience and the specific institution. Major banks, insurance companies, and investment firms are common employers for such roles, offering clear pathways for career advancement into management and strategic operational positions.

Type of Qualification: Advanced Diploma
Field of Study: Business Commerce

Experience Required
Service Management
Operations
5-7 years
Advanced banking regulatory and compliance experience

5-7 years
Advanced general client services and / or support experience with seasoned technical experience in client onboarding