Who we're looking for
This is an opportunity to take on a highly visible global leadership role at the centre of Schroders' onboarding activity. We're looking for someone who enjoys bringing structure, pace and clarity to complex delivery, can build confidence with senior stakeholders, and wants to shape how onboarding is managed across regions. You'll lead a team of senior case managers and case managers, set high standards for delivery and client experience, and provide clear oversight of work performed through our offshore hub. Reporting to the Global Head of Onboarding, you'll have the scope to influence priorities, improve ways of working and make a tangible impact on how we deliver for clients.
About Us
Schroders is a global investment manager which provides active asset management, wealth management and investment solutions. We aim to provide excellent investment performance to clients through active management. We serve a diverse client base that includes pension schemes, insurance companies, sovereign wealth funds, endowments, foundations, high net worth individuals, family offices, as well as end clients through partnerships with distributors, financial advisers, and online platforms.
Established in 1804, we have around 5,500 people across 36 global locations. Schroders' success can be attributed to its diversified business model, spanning different asset classes, client types and geographies.
The base
We moved into our new HQ in the City of London in 2018. We're close to our clients, in the heart of the UK's financial centre and we have everything we need to work flexibly.
What you'll do
•Own the case management model, including intake, prioritisation, planning and delivery of onboarding events.
•Provide oversight and challenge of activity performed by the Indian Operations hub.
•Act as senior escalation point for complex, high-value or high-risk onboarding.
•Own regional relationships with Distribution, Legal, Compliance and Product.
•Report on pipeline, risks and dependencies to the Global Head of Onboarding.
•Develop the case management team and raise technical standards.
•Keep the global dashboard accurate and ensure onboarding requests are prioritised through the council rather than locally.
•Use workflow tooling to track every activity behind each event and pre-empt blockers before dates are at risk.
•Manage team capacity, allocating each event to the case manager with the right skills and bandwidth.
•Balance capacity against committed and proposed onboarding events so the prioritised pipeline is always covered.
•Flag early when capacity is filling or full, escalating to the council so dates or priorities can be reset before delivery is at risk.
•Be accountable for meeting agreed go-live dates on every case, escalating in good time when issues are blocked or stalling delivery.
•Lead, coach and develop the case management team, setting objectives, giving regular feedback and building succession.
•Shape a team culture of ownership, openness and continuous improvement across the regions and hub.
•Run appraisals and objective setting, giving in-the-moment feedback that reinforces good behaviours and a service-focused mindset.
The knowledge, experience and qualifications you need
•Onboarding or client lifecycle experience, including leading a delivery team.
•Deep onboarding, mandate change or fund launch experience in asset management.
•Strong client-facing skills and confidence handling senior stakeholders under pressure.
•Experience overseeing outsourced or offshore delivery.
•Excellent judgement on risk, escalation and prioritisation.
•Leadership experience with professional operations teams.
•Comfort managing through live data and workflow tooling, and confidence using it to hold others to delivery dates.
•Genuine people leader: proven at line managing, coaching and developing an onboarding or operations team.
•Builds an inclusive, high-performing culture across regional and Indian Operations hub colleagues.
•Excellent at surfacing risk and issues early, giving the business time to make informed decisions.
What you'll be like
•Owns the outcome personally; visible and accountable to clients when cases are difficult.
•Challenges constructively, including work performed offshore.
•Prioritises ruthlessly across a busy pipeline.
•Coaches case managers and raises technical standards by example.
•Keeps a clear head and clear communication under pressure.
•People focused: invests time in the team, recognises good work and tackles issues early.
•Gives feedback in the moment, positive and corrective, so standards and service focus are reinforced every day.
•Raises risk early rather than late, creating time for informed decisions.
