Client Onboarding Manager

12 hours, 56 minutes ago
Full-time
Lead
Customer and Technical Support
Ubiquity Retirement + Savings

Ubiquity Retirement + Savings

Ubiquity Retirement + Savings offers flat fee 401(k) plans for small businesses, empowering them to secure a financial future with affordable retirement solutions and exceptional customer support.

Capital Markets
51-200
Founded 1999
$20M raised

Description

  • Lead, coach, and develop New Plan and Conversion Team Leads, including hiring as the team scales.
  • Own the onboarding pipeline, maintaining timelines, quality standards, and SLAs while resolving complex or escalated cases.
  • Design, document, and improve scalable onboarding and conversion workflows, SOPs, and operating playbooks.
  • Build training programs that prepare specialists to manage new plan setups and conversions.
  • Partner with Product and Engineering to translate frontline needs into requirements and test and launch internal tools.
  • Track KPIs including time to live, accuracy, pipeline health, and customer satisfaction to guide process and staffing decisions.
  • Forecast team capacity against the sales pipeline and seasonal demand.
  • Partner with Sales, Client Experience, Compliance, Payroll, and other teams to address root causes of onboarding friction.

Requirements

  • 5+ years of experience in fintech, financial services, or another regulated environment.
  • 3+ years of experience leading a customer-facing team handling high-stakes, detail-intensive work such as onboarding, implementation, account setup, or money movement.
  • Experience building a team or function from scratch, including documentation, operational structure, and training programs.
  • Experience partnering with Product and Engineering teams to define, test, and adopt internal tools or workflow automation.
  • Demonstrated results improving cycle times, error rates, customer satisfaction, or team scalability.
  • Strong analytical skills, attention to detail, and ability to balance speed, accuracy, compliance, and financial risk.
  • Strong communication and presentation skills, including explaining complex topics to senior leaders.
  • Proficiency with Salesforce or comparable CRM/workflow platforms and Microsoft Office.
  • Bachelor’s degree or equivalent experience.
  • 401(k) recordkeeping, plan administration, or retirement plan conversion experience preferred; familiarity with plan documents, payroll integrations, asset transfers, Lean or Six Sigma, AI/automation, small-business services, or case management tools is a plus.

Benefits

  • Salary range of $130,000–$160,000, based on experience and qualifications.
  • Eligible for a target annual bonus of up to 10% based on company and individual performance.

Interested in this position?

Apply directly on the company website

Apply Now

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