Onboarding and Review Manager

Rathbones provides individual investment and wealth management services for private clients, charities, trustees and professional partners. We have been trusted for generations to manage and preserve our clients’ wealth.

Our tradition of investing and acting responsibly has been with us from the beginning and continues to lead us forward. Our ambition is to be recognised as the UK’s most responsible wealth manager.

We see it as our responsibility to invest for everyone’s tomorrow. That means doing the right thing for our clients and for others too. Keeping the future in mind when we make decisions today. Looking beyond the short term for the most sustainable outcome. This is how we build enduring value for our clients, make a wider contribution to society and create a lasting legacy. Thinking, acting and investing responsibly.

Role Title: Client Onboarding and Review Manager

Department: RIMI

Contract Type: Permanent

Location: Jersey 

The Role

The Senior Client Onboarding & Review Manager will be responsible for overseeing the end-to-end process of onboarding new clients and conducting periodic/trigger event reviews and ongoing monitoring of existing clients to ensure continued compliance, satisfaction, and optimal service delivery.

This role combines both client-facing onboarding management and internal review processes, ensuring that new clients are integrated smoothly into the company’s services while existing clients are continuously monitored and managed to meet regulatory, operational, and service standards. The ideal candidate will be part of the Senior Management Function (SMF) within RIMI and have a keen eye for detail, the ability to work collaboratively with their team and across departments to maintain excellent client relationships and AML/Compliance standards.

Outcomes of the Role

• Fulfil a subject matter expert (SME) role for the client  onboarding and review function at RIMI, as agreed with the Chief Operations Officer/ The Executive Committee.
• Develop and customise onboarding and review plans/processes based on client needs, ensuring alignment with RIMI objectives, timelines, and legal/regulatory requirements.
• Maintain policies and processes for the onboarding and review of clients, whilst ensuring they remain in line with the most up to date legal/regulatory requirements and industry standards in Jersey and Guernsey.
• Participate in and execute projects and change initiatives related to the onboarding/ongoing monitoring of clients and their transactions.
• Assist with overseeing the first line processes, systems and controls for compliance with the firm’s client risk to protect the firm from anti-money laundering, terrorist/proliferation financing, financial crime and sanctions.
• Lead and manage a team of Client Onboarding & Review Specialists, ensuring all team members are effectively trained and equipped to handle their responsibilities.
• Develop and set clear objectives, performance metrics, and KPIs for the team to drive high standards and achieve operational goals.
• Ensure the team delivers high-quality onboarding experiences and timely client reviews by fostering a culture of excellence, accountability, and continuous improvement.
• Plan and allocate resources effectively across multiple onboarding projects and client reviews, balancing priorities and ensuring timely completion.
• Promote a collaborative team environment where knowledge sharing, communication, and teamwork are prioritised.
• Ensure that all team members are aligned with the company’s objectives and are kept informed about any changes in processes, policies, or client requirements.
• Lead the onboarding and ongoing monitoring/screening process for new clients, ensuring a smooth and efficient transition, whilst adhering to legal/regulatory requirements and internal policies and procedures.
• Act as the primary point of contact for clients throughout the onboarding process, ensuring clear communication, managing expectations, and addressing any concerns or queries.
• Deliver excellent customer service and maintain a good relationship with the business directly, and through the team’s activities.
• Maintain detailed records of all onboarding and review activities, ensuring that documentation is compliant with regulatory and internal requirements.
• Collaborate with the Investment Management Teams to understand client expectations, gather necessary documentation, including KYC, client due diligence and enhanced due diligence, and ensure all clients are identified, risk assessed and verified in accordance with the risk.
• Ensure relevant account opening approvals and Group opinions are obtained and recorded.
• Support the Investment Management teams by providing them with updated client information and insights from the review process.
• Perform deep dive analysis of high-risk clients, PEPs, Sovereign Actors and any other client type referred to the team, ensure enhanced measures are implemented in line with the risks posed, report findings and escalate where necessary.
• Approve new client accounts, new accounts for existing clients and approve high risk reviews.
• Coordinate with internal teams (e.g., AML, Compliance, Risk, Legal, CSE Support) to address any issues that arise during the onboarding and review process and ensure appropriate actions are taken.
• Plan the workload of the team to ensure all onboardings and reviews are completed on time, avoiding delays.
• Ensure client due diligence/risk assessments and KYC information and documentation is kept up to date and trigger event reviews are completed promptly.
• Maintain an up to date knowledge of AML client review regulation, through appropriate qualifications and attendance at industry seminars and conferences.
• Coordinate with technical support and product teams to address any specific requirements or challenges clients may have during the onboarding or review processes.
• Produce regular reports on client onboarding and the annual review programme to the Executive Committee outlining areas of concern, providing insights and recommendations to senior management.
• Manage the CDD/EDD Register, Exceptions Register, Declined Business Register and Blocked Accounts, ensuring MI is provided to the Executive Committees and clients falling outside of risk appetite are reported for consideration.
• Monitor key performance indicators (KPIs) such as onboarding and review completion times, client satisfaction, and review compliance to ensure continuous improvement.

Knowledge & Experience

• experience in a client onboarding, account management, or AML, Compliance role, preferably within a financial services, or regulated industry.
• Proven track record of managing and leading the client onboarding process, with a focus on efficiency, compliance, and customer satisfaction.
• Experience in conducting periodic client reviews/monitoring and managing the annual workload.
• Investment management experience is desired although not essential.
• Proven experience in managing and leading teams, with a strong ability to develop talent and drive performance.
• Strong project management and organisational skills, with the ability to manage multiple clients and tasks simultaneously.
• Excellent written and verbal communication skills, with the ability to present information clearly and effectively to clients and internal stakeholders at all levels.
• Strong attention to detail and analytical skills, with the ability to assess complex client information and ensure compliance with internal policies and external regulations.
• Ability to manage client expectations, resolve issues effectively, and maintain positive client relationships.
• Strong leadership skills to effectively manage a team.
• Detail-oriented with the ability to think strategically and manage tasks with precision.
• Understanding of Jersey/Guernsey regulatory and legal requirements.
• Familiarity with industry best practices related to client onboarding, reviews, and compliance.
• Strong understanding of the customer lifecycle and the role of client onboarding in customer success.
• ICA level 6 qualification such as the International Diploma in AML or Financial Crime Prevention, or equivalent.

Life at Rathbones

We aim to become an employer of choice for the wealth management sector, to achieve this we are working hard to build a diverse, equal, and inclusive workplace that motivates, develops and embraces the strengths of all our colleagues. Being part of Rathbones means you will join a team of passionate professionals in a successful culture that cares for its people. At Rathbones, we provide meaningful work, opportunities, and a voice to all.

We are committed to building a team that is made up of diverse skills, experiences and abilities and encourage applications from all backgrounds. We welcome individuals who share our values – those that are passionate about client service, operate with the highest levels of integrity and have a strong results focus.