Client Onboarding Manager Job at Citi (São Paulo)

Client Onboarding Manager

Citi

Location:
Brazil , São Paulo

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Onboarding Manager is a client-facing strategic professional responsible for leading the end-to-end onboarding experience for clients in the LATAM region. This role acts as a project manager and the central point of contact for clients, advising them on account opening and the implementation of Treasury and Trade Solutions (TTS) products. The Onboarding Manager owns the entire onboarding process, from initial planning to final execution, ensuring a seamless and positive client experience. This position requires strong project management skills, excellent communication and diplomacy to guide, influence, and coordinate with clients and internal teams. The ideal candidate will have a significant impact on client satisfaction and the successful integration of our services.

Job Responsibility:

Lead and manage the entire client onboarding lifecycle, including account openings and the implementation of TTS products, ensuring a seamless end-to-end process
Act as the primary advisor to clients for all onboarding-related activities, providing expert guidance on processes and product setups
Develop and maintain customized project plans for each client implementation, outlining deliverables, milestones, and critical path items
Serve as the single point of contact for the client and internal partners (such as Sales, Product, Technology, and Operations) for all onboarding projects within the LATAM region
Manage and coordinate the work of cross-functional internal teams to ensure project milestones are met and client requirements are delivered successfully
Build and maintain strong relationships with clients, acting as a trusted advisor throughout the onboarding process and effectively managing their expectations
Provide oversight for account maintenance activities to ensure operational readiness and stability for the client
Continuously work to reduce implementation cycle times and accurately report on project status, escalating any delays or issues as needed
Partner with the client and internal teams to escalate, manage, and resolve critical issues, ensuring a smooth implementation
Establish and lead project governance, ensuring strict adherence to defined quality standards and best practices
Ensure a successful and smooth transition for the client from the implementation project to business-as-usual and production support teams
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding its clients and assets by driving compliance with applicable laws, rules, and regulations

Requirements:

6-10 years of experience in client onboarding, implementation, project management, or a related client-facing role, preferably within the financial services industry
Fluency in both English and Spanish (written and verbal) is mandatory
Proven experience in leading cross-functional teams to deliver multi-work stream projects
Strong communication, presentation, and diplomacy skills to manage client meetings and influence internal and external stakeholders
Effective leadership skills with an ability to promote team building and develop strong partnerships
Excellent analytical and complex problem-solving abilities
Self-starter with the ability to take initiative and drive projects forward independently
Excellent organizational, planning, and customer relationship management skills
Strong negotiation and decision-making capabilities
Ability to work effectively under a high-volume workload and prioritize tasks
Project Management Certification (e.g., PMP, PRINCE2) is preferred
Bachelor's/University degree required
Master’s degree is preferred

Nice to have:

Project Management Certification (e.g., PMP, PRINCE2) is preferred
Master’s degree is preferred

Additional Information:

Job Posted:
May 10, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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