Job description
The Pepperstone story started in 2010. We know what it’s like to trade the world’s markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech, we’re digital, nimble, connected, and united in our vision to create a better way to trade.
We thrive on progress – for our clients and for ourselves. Our organisational culture is ever-evolving, vibrant, diverse, global, and results-focused. You’ll find our 550+ team currently across 11 locations and 9 time zones.
The Role
The Global Client Onboarding Manager is at the heart of our global onboarding efforts, dedicated to providing an exceptional and compliant experience for clients in various regions. This role oversees a dynamic team spread across four offices and is responsible for ensuring onboarding performance, quality assurance, operational excellence, and collaboration across different functions.
In this position, you will play a key role in making a fantastic first impression on our clients, helping to uphold Pepperstone’s reputation for excellence. You’ll also have the exciting opportunity to continuously seek out ways to automate processes and improve workflows using both internal and external tools.
As our Global Client Onboarding Manager, your key responsibilities will include:
- Manage and lead the global Client Onboarding team, including Cyprus and three additional international offices.
- Oversee daily operations and team performance ensuring SLA’s and KPI’s are met.
- Build and maintain a strong client onboarding experience through company systems and platforms (Salesforce, internal admin tools and emerging automation solutions)
- Collaborate closely with Compliance, Risk, Product and Support teams to ensure onboarding process are effective, compliant and scalable.
- Conduct regular Quality Assurance checks and drive a culture of accountability and continuous improvement.
- Report on onboarding performance, client satisfaction and operational metrics to senior leadership.
- Lead onboarding initiatives that support strategic business goals such as reducing time to account opening.
- Support tool development by identifying automation opportunities and collaborating with internal tech teams and vendors
- Train, coach and develop onboarding team members globally, ensuring consistent knowledge performance, and alignment with regulatory requirements.
- Manage complex client escalations during onboarding in partnership with internal teams.
- Recommend and implement process changes to improve efficiency, compliance and customer experience
About you
- Proven leadership experience managing teams
- 5 years in a client onboarding, KYC/AML, or operational leadership role within financial services or fintech
- Comprehensive knowledge of onboarding tools and workflows, including expertise in CRM systems and mainstream EV and IDV providers.
- Experience working with or implementing automation and process transformation.
- Strong understanding of KYC/AML and customer due diligence frameworks
- Demonstrated ability to deliver on KPIs and continuously improve performance and customer outcomes
- Strong cross functional collaboration skills, particularly with Compliance, Product, Risk, and Customer Support
- Excellent Communication and Stakeholder management skills
- Ability to live the Pepperstone values
- Committed to ongoing learning and development
Why you will enjoy working with us
- Competitive salary structure including company bonus scheme
- Genuinely collaborative and friendly culture
- Flexible and hybrid working
- Remote working option - work from anywhere for up to 6 weeks per year
- Ongoing personal development & learning opportunities
- 3 paid volunteering days per year & Workplace Giving Program
- Periodic recognition and reward programs for outstanding performance and achievements
- Frequent events and celebrations
- Comprehensive medical insurance with coverage for your healthcare needs
- Pension fund
- Employee Assistance Program & Wellbeing Initiatives
- Convenient and cozy office located near the Limassol Municipal Garden
More about Pepperstone
We’re a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence. You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and move forward with impact. To learn even more visit Pepperstonecareers.com and www.linkedin.com/company/pepperstone/
We understand it’s important to do due diligence on a prospective employer, and see what our team is saying on Glassdoor. We respect our team members’ experiences and will never pay to remove a negative review.
Pepperstone is an equal-opportunity employer. We are passionate about building a diverse workplace and strongly encourage applications from any background.
“We are a 2025 Circle Back Initiative Employer – we respond to every applicant”.
We will be reviewing applications as they come through, so if this is an opportunity that excites you, don’t wait. Express your interest by clicking the apply button below as soon as possible.
Note to external agencies: While we appreciate the efforts of external recruitment agencies, we prefer to engage directly with applicants for this opportunity.
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