Client Onboarding Manager GTB Channels

First Abu Dhabi Bank

Key Responsibilities

• Manage a team of onboarding directors, managers, and trainers, ensuring they have the tools, training, and guidance required for peak performance.
• Drive digitization and client utilization across GTB channels to support revenue growth and improved customer experience.
• Lead onboarding and client training for complex structures including liquidity management solutions, virtual accounts, and treasury platforms.
• Stay updated on market trends and propose automation or digital enhancements to improve onboarding performance and customer satisfaction.
• Ensure customers receive continuous training to maximize channel usage.
• Maintain onboarding processes that are efficient, compliant with operational risk policies, and optimized for faster revenue realization.
• Reduce time to revenue by ensuring timely client onboarding and issue resolution.
• Build management dashboards to improve transparency and performance monitoring.
• Identify and correct process gaps to prevent onboarding errors.
• Partner with internal teams including Group Operations, GTB Channels, GTB Product, and Advisory to enhance turnaround time and client experience.
• Ensure timely fulfillment of client maintenance requests with strong risk controls.

Specific Responsibilities

• Oversee the full onboarding lifecycle and coordinate handover to GTB Client Services.
• Ensure the team participates in client meetings and supports large cash and trade deals with Advisory.
• Contribute to RFP responses and client proposal processes.
• Cultivate a partnership-oriented culture with clients to ensure a smooth onboarding journey and improved turnaround times.
• Ensure the team is trained to guide clients in completing all onboarding documentation.
• Maintain updated SOPs signed off by all relevant stakeholders.
• Coordinate early with GTB Channels teams to prepare for new products or capabilities.
• Ensure all products and services are delivered professionally and in line with client expectations.
• Oversee testing, training, and go-live processes during onboarding.
• Ensure all documentation and terms and conditions are current and accurate.
• Confirm that fees and charges are set up correctly in relevant systems.

Skills Set

• Client onboarding
• GTB channels and digital banking
• Documentation and process coordination
• Training and client engagement
• Operational risk awareness
• Workflow optimization
• Dashboard reporting
• Stakeholder communication
• Problem solving
• Team leadership