Client Onboarding & Service Associate - Payments Client Onboarding

Make your mark by leading complex client onboardings that help clients move quickly and safely onto our banking platform. You will run end-to-end implementations, solve tough issues, and improve how onboarding is delivered through better processes and smart use of digital tools. This role offers strong exposure to treasury and banking products, a broad network across teams, and clear room to grow your scope over time.

As an Associate in Client Onboarding & Service, you will lead treasury and banking product onboarding for new and existing clients transitioning to the firm’s banking platform. You will own delivery from kickoff to completion, set clear expectations, and keep clients and partners aligned to milestones. You will resolve higher-complexity onboarding issues, manage risk and controls, and escalate concerns early when needed. You will use data to prioritise work, track progress, and improve outcomes. You will also contribute to process improvements that reduce friction and strengthen consistency.

Job responsibilities

• Lead complex treasury and banking product onboardings, supporting client transitions to the firm’s banking platform.
• Own onboarding delivery end-to-end as a primary point of contact, setting clear milestones and driving actions through to completion.
• Diagnose and resolve complex onboarding issues within required standards, policies, and controls, escalating risks and control gaps promptly.
• Manage stakeholders across teams and clients, handling conflicts constructively and building trust through clear communication.
• Drive process improvements using root-cause analysis to reduce handoffs, rework, and cycle times.
• Support digital onboarding and client self-service adoption by simplifying steps and improving transparency.
• Use reporting and data to prioritise work, communicate progress, and manage delivery risks.
• Maintain strong documentation and audit-ready evidence to support a well-controlled onboarding process.
• Provide day-to-day guidance that supports consistent execution within established procedures.
   

Required qualifications, capabilities, and skills

• Bachelor’s degree or equivalent.
• Minimum 3 years of experience delivering onboarding, implementation, client service, operations, or related initiatives in a professional setting.
• Demonstrated ability to lead client onboarding or platform transition activities end-to-end.
• Strong analytical and problem-solving skills, with the ability to resolve complex issues within defined standards and policies.
• Strong stakeholder management skills, with the ability to influence across teams and manage competing priorities.
• Strong communication skills, including proficiency in English, Cantonese, and Mandarin (spoken and written). Required as you will support and communicate directly with China-based clientele.
• Data and technology literacy, with the ability to learn new tools and apply them to improve delivery.
• Strong organisation and time management skills, able to deliver under tight timelines with attention to detail.
   

Preferred qualifications, capabilities, and skills

• Knowledge of treasury, cash management, or trade finance products.
• Project management discipline, including milestone tracking and risk/issue management.
• Experience supporting anti-fraud practices in onboarding or client interactions.
• Understanding of cybersecurity practices to help protect client data during onboarding.
• Comfort using AI-enabled tools or workflow automation to improve speed, accuracy, and consistency.