Client Onboarding Manager in London

Puma Investments are looking for a Client Onboarding Manager to join our Client Onboarding team in London.

Puma Investments raises funds from a variety of sources including wealth managers and IFAs from the very large including SJP, Barclays Wealth, Evelyn Partners, and Cazenove, through regional players to the very small independents, from execution-only brokers and from HNWs. We also work with leading wrap platforms including Fidelity, Aberdeen, M&G and Transact.

Within this role, you will join our growing business to lead the Client Onboarding team.

The Client Onboarding Manager is responsible for overseeing the end-to-end onboarding process for clients investing across Puma’s range of products, delivering exceptional service to retail investors and financial intermediaries while working collaboratively with internal business units to support the firm's fundraising objectives.

In addition to leading the day-to-day operation and development of the team, the individual will drive continuous improvement by identifying opportunities to streamline, digitise and automate processes, enhancing efficiency, improving the client experience and supporting the continued growth of the business.

Role Responsibilities:

• Line management of team members, including goal setting, performance management, coaching, and career development in line with Puma values.
• Responsible for the day-to-day management of workloads across the Client Onboarding team, ensuring service levels, regulatory requirements, internal deadlines and quality standards are consistently met.
• Own and oversee the end-to-end onboarding journey across Puma's products and services, ensuring an efficient onboarding experience and excellent customer outcomes.
• Take ownership of escalated onboarding cases, complex queries, complaints and operational issues, ensuring timely resolution and appropriate stakeholder engagement.
• Oversee AML, KYC, Sanctions and Customer Due Diligence activities, ensuring regulatory obligations, risk controls and internal policies are adhered to at all times.
• Act as a subject matter expert for onboarding requirements, investor eligibility, documentation standards and due diligence processes, providing guidance and support to colleagues across the business.
• Respond to investor, adviser and third-party queries in a professional, accurate and timely manner, ensuring service standards and SLAs are achieved.
• Oversee the review and processing of legal documentation relating to investors, trusts, corporate entities, powers of attorney and estates, ensuring appropriate due diligence requirements are met.
• Ensure client and investor records are maintained accurately and comprehensively across internal systems and third-party platforms.
• Assist with the recruitment, onboarding, training and development of new team members, fostering a culture of continuous learning and high performance.
• Monitor onboarding performance, workflow volumes, aged cases and service levels, identifying risks, bottlenecks and opportunities for improvement.
• Drive continuous improvement initiatives across onboarding processes, systems and controls, enhancing efficiency, scalability, risk management and the overall client experience.
• Analyse feedback from internal and external stakeholders to identify opportunities to improve service delivery, streamline processes and increase operational efficiency.
• Maintain oversight of operational incidents, errors, breaches and complaints, ensuring they are accurately recorded, investigated, root causes identified and appropriate corrective actions implemented.
• Conduct quality assurance reviews and four-eye checks where required, ensuring high standards of accuracy and regulatory compliance.
• Support periodic reviews, audits and regulatory requests and undertake other duties as reasonably required by the business.

Experience Required:

• Demonstrable experience in a client facing role gained within Asset Management or Financial Services
• Experience managing end-to-end client onboarding including responsibility for AML/KYC, and operational SLA management
• Proven experience of handling and resolving client queries and complaints via email and phone, operating in a professional and confidential manner
• Demonstrable understanding of financial products, with a knowledge of the tax- efficient investment sector being highly beneficial
• Ability to prioritise effectively and maintain oversight of team workloads
• Strong attention to detail, accuracy and accountability
• Ability to communicate effectively at all levels of the organisation as well as with external stakeholders
• Desire to provide quality service and support, improving processes and procedures where needed
• Good proficiency with Word, Excel, PowerPoint and Outlook
• Good understanding of AML/KYC policies and procedures
• IMC or IOC qualified, or willing to obtain a relevant industry qualification

Personal Attributes:

• Kind
• Values-driven
• Adaptable and willing to get stuck into whatever needs doing
• Depth of character and gravitas but operating with humility
• The drive and attitude to excel in a high performing environment whilst maintaining high levels of integrity
• Energy, dynamism, and passion for complex business challenge
• Organised, rigorous and disciplined
• Pragmatic and practical
• Client-centric, with a genuine passion for delivering exceptional service and positive outcomes

About Us

Founded in 2012, Puma Capital Group is an award-winning investment manager operating within the tax efficient space and is a leading provider of growth capital to UK SMEs and property finance to developers and real estate investors.

The Puma Capital Group comprises four businesses focused on delivering long-term sustainable growth for our investors and partners:

Collectively the Group has over £1 billion in assets under management, supports over 14,000 investors, and has funded over £2 billion in property developments across the UK. We are proud to have assisted dozens of businesses across the UK elevate and build to deliver on their brilliant ideas.

In the years since we were set up, Puma Capital Group has grown significantly. We are now around 140 people across the Group, with our staff working from our head office in London, and regional offices in Manchester and Edinburgh.

It is an exceptionally exciting time for our business. Combining our already very strong track record with ambitious growth strategies, we have already developed our market share substantially and are looking to build further on our success.

At Puma, we are committed to fostering an inclusive and diverse workplace. As an equal opportunity employer, we consider all applicants for employment without regard to race, religion, age, sexual orientation, gender identity, gender reassignment, family or parental status, national origin, veteran status, neurodiversity, or disability status.

We strive to provide a work environment free from discrimination and harassment, where everyone has the opportunity to thrive. Our commitment to equal opportunity extends to all aspects of employment, including recruitment, hiring, promotion, compensation, benefits, training, and development.

Importantly, research shows that men typically apply for roles when around 60% of the criteria is met, however, women and other underrepresented people often only apply when they tick every box. So, if you think you have what it takes, but don't necessarily meet every single point outlined in the role description, please do still get in touch – we would love to hear from you!

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