Agency Onboarding Manager

Permanent contract|London|Compliance

Agency Onboarding Manager

London, United Kingdom Permanent contract Compliance


Description of the Business Line or Department

The Client Lifecycle and digital(‘CLD’) department is the cross-business client management division of Global Banking and Investor Solutions (‘GBIS’).  As part of the GBIS COO Service Unit, the GBS Cross Border Client Management Group is globally in charge of the client experience across the GBIS activities (except PRIV). The department is particularly in charge of:

  • CXS – Client Relationship Management for Premium Clients
  • AFM and CFA – Coordinates the onboarding process and facilitates document collection.
  • KYC – KYC due diligence for both on-boarding and periodic reviews
  • RRF – Management of client reference & regulatory data
  • DCI – E-client services
  • CLT – Project management

Summary of the key purposes of the role

Manage the Agency Onboarding team which covers MARK/EQD/PSC and MARK/EQD/COR onboarding for the Agency business

  • Ensure all onboarding related tasks are performed efficiently, accurately, and quickly
  • Contribute to production tasks where required
  • Interaction with Front-officers, Transition Management, KYC team, Compliance, Credit team, Legal team, Trade support unit, Client Data team…
  • Contribute to all projects related to PRM and CTY transformation plan and ensure Agency specificities are considered in all CLD or REG projects

Summary of responsibilities

  • Coordinating the onboarding process for new & existing customers in line with Senior Management’s strategy – with the support of teams located in the SG Paris and SG Bangalore hubs as necessary
  • Issuing and processing client documentation to enrich onboarding cases in workflow tool
  • Advising the Front Office team members of the documentation and regulatory requirements to on-board prospective clients
  • Providing transparency to stakeholders about the status of onboarding requests
  • Producing statistics about the onboarding process (SLAs, KPIs, KRIs…) and communicating them through the relevant governance forums
  • Identifying and escalating to Senior Management onboarding bottlenecks which may cause delays
  • Ensuring strong engagement and regular interaction with other departments (e.g. Business Lines, Risk, Legal, Compliance, Client Services, Client Data team, Finance, Operations etc.)
  • Ensuring that appropriate procedures are in place and up to date and that processes are in line with regulatory and company specifications
  • Ensuring that the global CLD/AFM set up (especially Paris and Bangalore teams) is appropriately leveraged in light of their core missions
  • Coordinating the implementation of new projects, tasks, process changes into standard BAU processes
  • Periodically reviewing the team’s processes to identify continuous improvement opportunities (e.g. process improvement, automation, controls…)
  • Defining and ensuring the implementation and monitoring of key performance indicators for the Onboarding department

The manager is also expected to:

  • Ensure Operational Management of UK AFM teams
  • Sponsor & pilot some team’s projects
  • Support and coach of the team,
  • Define (and review) of collaborators’ objectives.
  • Keep up to date with knowledge of new products / markets / procedures
  • Keep abreast of rules defined and of CLD best practices to propagate them to the team and other stakeholders
  • Attend key Operating and European Committees as necessary
  • Collaborate with the other Onboarding managers in France, America, Asia and India to optimize the onboarding service provided to the Front Office and harmonise procedures, systems, staff training and performance as relevant
  • Support the management in the implementation of the CLD strategy regionally

Operational Risk & Regulatory Responsibility:

  • Responsibility for ensuring that team is fully aware of and adhere to internal Policies that relate to them, their business or other businesses for which they have any level of responsibility. It is the manager’s responsibility to ensure compliance with operational risk
  • Responsibility for managing, controlling, preparing and escalating risk within the scope of his/her position.
  • Act with integrity and due skill, care and diligence in carrying out his/her duties. Actions should always be able to satisfy high standards of scrutiny.
  • Observe proper standards of market conduct. Responsibility to ensure that all reasonable steps are taken to be fully aware of, understand and comply with all regulatory requirements from all regulatory bodies that are applicable to his/her business.

Supervision duties:

  • Manage and supervise the respective teams based in the UK, ensuring that the team is adequately and appropriately staffed and trained
  • Organise duties and roles within the team to ensure that the team works well and to the best of their abilities
  • Create, implement and continuously review an approach for talent management and development, succession planning, and
  • performance management
  • Establish an environment that promotes respect for the individual employee and adheres to the policies and guidelines of the Company.
  • Work with Human Resources to recruit staff with the correct level of skills and competencies, adhering to the Company’s recruitment procedures and best practices.
  • Manage the performance of the team ensuring staff have clear pre-set objectives and get regular feedback on their performance. Ensure performance appraisals are conducted in line with the firm’s policy and standards.
  • Provide leadership, direction, advice and guidance to the team, thus maintaining high levels of integrity, motivation and morale.
  • Maintain staff competence by ensuring that staff skills or knowledge gaps are met with appropriate training and development, so they are able to perform to their maximum capability and fulfil their potential.
  • Initiate actions to further improve your own and the team’s skills and performance

Oversight duties:

  • Oversight functions offshored to Bangalore & participate to performance dialogue meetings
  • Being the escalation point for offshore management

Profile required



  • Prior team management experience
  • Prior experience in Onboarding or related processes in a broker or investment bank environment –good knowledge of at least one of the following is necessary: product and service offering, customer base, regulatory environment
  • Proven ability to motivate staff, and create, maintain, and enhance a dynamic and positive work environment
  • Demonstrated ability to prioritize and work within tight and changeable timeframes
  • Proven track record in delivering strategic and tactical initiatives from start through to completion within expected timeline and budget
  • Understanding of the specific stakes of MARK business line regarding business development and thus the particular needs related to on-boarding & customer data management
  • Good Knowledge/ Expertise of business processes:  KYC, Legal contract types, Regulatory controls (Tax, Mifid, EMIR, DFA…), Onboarding, Referential and Regulatory data.

Qualifications & Skills:

  • Confident, driven, self-starter with an ability to work independently
  • Strong customer focus and relationship management skills
  • Excellent organizational and delegation skills: ability to plan, prioritise, allocate and evaluate work carried out both by self and others
  • Strong problem solving and analytical skills: ability to follow through on all aspects of complicated workflows, excellent attention to detail
  • Ability to operate in a hands-on and diverse environment
  • Effective conflict manager: ability to listen to client and stakeholder requirements, anticipate, eliminate, mitigate, escalate issues as appropriate
  • Excellent communication skills: ability to communicate clearly and effectively to senior management and clients, ability to present clear and concise solutions
    Ability to build, cultivate, and maintain good working relationships with Business Lines, Support and Control areas
  • Ability to identify controls and build a strong, ongoing control framework

Why join us

People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like “hard work” and “dedication” together with “community” and “respect” has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different.

Business insight

If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Société Générale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender identity.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 22000M2C
Entity: SG CIB
Starting date: 2022/10/17
Publication date: 2022/07/19