Customer Loyalty Member – Onboarding Private Banking (CEX)

Private Banking – Customer & Employee Experience (CEX) – Onboarding & Monitoring

Team: Private Banking – Customer & Employee Experience (CEX) – Onboarding & Monitoring 

Why This Role Is Exciting 
• You will be the driving force behind faster, more predictable, and compliant onboarding for Private Banking clients, improving both client and employee experience (CEX) through strong execution and coordination. 
• You will work at the intersection of operations, client assistance, risk/compliance (FCP/KYC), and stakeholder coordination to reduce fragmentation and re-work. 
• You will have a direct impact on key outcomes such as time to onboard, time to invest and first-time-right quality, supported by SLA/KPI steering. 
• You will own end-to-end cases and make things move across multiple teams and dependencies. 

Your Mission 
• Function as the end-to-end case owner for onboarding, from intake through 
coordination and monitoring to closure. 
• Coordinate all involved parties (Private Banker, Client, Financial Crime Prevention, Tax, Documentation, Product/IT, ...) and manage dependencies until completion. 
• Execute defined operational activities including system inputs (e.g., IRIS, AAA), status updates and administrative onboarding steps. 
• Proactively and reactively contact clients (email/phone) to support data & document collection, clarify missing information, and accelerate progress. 
• Actively monitor lead times, completeness and quality, trigger corrective actions, and escalate when SLA/thresholds, quality or risks are at stake. 
• Ensure first-time-right closure by confirming operational completeness 
(documentation, system records and required controls) and formally closing the case. 
• Contribute to dashboarding and reporting (backlog, ageing, lead times, quality trends) and help drive continuous improvement. 
• Provide oversight and lead initiatives for data quality management across the full lifecycle (via dedicated dashboard and steering committee) 

What We Are Looking For 
Must-Haves 
• Strong operational excellence skills: prioritization, disciplined follow-up, stakeholder management, and a can-do mentality.

•Comfortable interacting with clients via email and phone in a professional, service-oriented, and controlled manner.
• Good understanding of KYC/AML, documentation completeness, and operational controls in a regulated environment.
• Ability to align and steer stakeholders in a clear, assertive, and collaborative manner (Private Banker, FCP, ... as well as documentation and Product/IT related dependencies) to ensure progress and timely case closure.
• Data-driven approach: ability to use KPIs/dashboards to monitor backlog, lead times, quality, and recurring issues.
• Languages: Full professional proficiency in both national languages (client-facing) and good English.

Nice-to-Haves
• Experience with onboarding/remediation operating models (checklists, clear entry/exit criteria, playbooks).
• Familiarity with documentation lifecycle processes/tools and how they impact
onboarding completion.
• Experience with reporting cadences and operational steering (weekly follow-up, monthly steering) using KPIs.

What’s In It for You
• Be part of building an expert-driven onboarding setup that strengthens execution excellence, increases speed, reduces fragmentation, and improves predictability in Private Banking onboarding.
• Work in a high-impact, cross-functional environment, collaborating with
Commercial/SSO, FCP, Documentation and Product/IT stakeholders.
• Grow your skills in execution excellence, stakeholder steering, client assistance, and KPI-driven operational management.
• Make a tangible impact on outcomes that matter: time to onboarding/time to invest, first-time-right quality, and continuous improvement.

Curious? Motivated? Ready to make onboarding faster and more predictable?
Apply now and help us deliver a first-time-right Private Banking onboarding
experience, better for clients and easier for employees.