Global Client Onboarding Specialist

Job Description

Primary responsibilities/essential functions in this role include:

• Uses expert knowledge in functions to enhance the organization
  • Develops solutions to complex problems that require the use of ingenuity and innovation; ensures solutions are consistent with organizational and business objectives
  • Provides guidance on complex and/or ambiguous operational issues, technical questions, and business processes
• Develops best practices, processes, and procedures
  • Proactively reviews team processes and work output to identify opportunities for improvement or enhancements
  • Develops and helps enhance/maintain workflows within Appian and other technologies
  • Coordinates and implements newly developed policies, processes and procedures
  • Proactively identifies areas of risk and makes recommendations for process controls.
  • Develops and maintains workflow guides/documentation
• Autonomously leads new and complex client activity
  • Provides leadership during the client activity process considering factors such as client needs, business impacts, resources, and operational risk, and recommends solutions to the impacted areas where needed
  • Analyzes client requests and helps engage and organize business areas to address potential impacts and mitigate risk
  • Troubleshoots unusual or non-standard client requests and reviews them with the appropriate business units for discussion
  • Collaborates with Legal and Operational partners to understand requirements and customization, and deliver to client expectations
  • Communicates with clients and their service providers such as transition managers, custodian banks and KVGs when issues are escalated
  • Coordinates with internal departments including our legal, relationship, portfolio, and operational teams as needed
  • Coordinates and leads business problem and process analysis. Collaborates with business partners in shaping and implementing solutions
• Provides leadership/direction to the team, department, and key business partners.
  • Serves as technical resource and/or subject matter expert to the team and other departments to resolve issues, enhance processes and share knowledge
  • Participates in and leads cross departmental initiatives (i.e., client transitions, systems implementation) with focus on operational and client related impacts
  • Leads and participates in development of departmental vision for high impact, complex departmental or cross functional initiatives
  • Translates vision into project scope by planning, prioritizing, coordinating and overseeing departmental projects
  • Continues to deepen knowledge of domain area and proactively shares best practices and collaborates with global counterparts in teams with similar responsibilities
  • Performs quality checks and/or reviews oversight reports to verify the accuracy of work prepared by other associates and mitigate risk
  • Helps identify, assess, and address training needs for the team
  • Supports managers to identify strengths and skill development opportunities for less senior and junior level associates
  • Participates in the training and development of other associates. Provides feedback to managers regarding special training requirements for associates
  • Serves as a positive role model and mentor for other associates