Head of Client Onboarding

We have an exciting opportunity for an experienced professional as Head of Client Onboarding and you will work as part of the Commercial Team of VISTRA Luxembourg servicing our global clients in Real Estate, Capital Markets, Private Equity and Corporate and Private Clients.

You will play an important role providing support to the definition, preparation and maintenance of the key processes within the Commercial Team in charge of the client intake lifecycle (from the targeting to prospect to the handover phase) as well as participate to execution of these processes including the participation to Intermediaries and Client meetings.

Your responsibilities include :

As Onboarding Senior Manager, you are responsible for ensuring the successful on-boarding of new clients. When onboarding clients you will act as a direct escalation point for the client, Relationship Managers, servicing teams and Central Operations team. You will coordinate your team’s activities, ensuring a seamless experience for clients and internal and external stakeholders until the file is BAU.

You are responsible for the fair allocation of projects, participation in commercial pitches with clients and the provision of innovative solutions to onboard clients in an effective and well organised manner. You are collaborative and able to raise your concerns and ideas with an open and respectful approach.

In this role you will :

• Act as onboarding main point of escalation for clients and external parties throughout the entire onboarding / implementation process
• Ensure the continued progression and review of onboarding projects as effectively as possible
• Responsible for the procedures for collection, verification and maintenance of client KYC / AML evidence
• Own client relationships from completed sale through successful go live process as BAU
• Ensure a successful client acceptance process if performed on the VISTRA side and with other parties (banks, notaries, counsellor’s etc)
• Lead the implementation phase of all clients including project scope definition, project plan development, project resources and timeline; create master files, invoicing templates and working party lists
• Ensure concerns are raised in a timely manner and validate appropriate solutions
• Demonstrate the ability to provide effective guidance and suggestions to both clients, your team and operational teams on implementation goals, objectives and setup
• Review and guide both internal and external (clients) through correspondence, reports and presentations
• Review Service Agreements for the AIFM, depositary, central administration divisions as well as the operational teams with the support and approval of the relevant teams / functions involved in the process
• Coordinate internal resources and maintain comprehensive documentation
• Develop and maintain strong client relationships
• Conduct weekly status update meetings with the client and representatives from stakeholder groups
• Work in an efficient, accurate and entrepreneurial way in compliance with all internal procedures throughout the initial stages of the client relationship
• Identify issues and key success factors to generate solutions that improve processes and efficiency
• Record the working hours / clients in the time billing system according to the objectives set
• Develop a thorough industry knowledge and understanding of the client’s business

Remain up to date on the following topics :

Relevant experience :

At , we believe our clients’ businesses and people can make a difference in the world. That’s why our work is focused on helping our clients act with confidence and speed to seize opportunity wherever it arises. As a global corporate service provider and fund administrator with more than 5,000 professionals in over 45 jurisdictions, we empower legal entities globally to work smarter, grow faster, act responsibly, protect capital and scale across borders — by doing what we do best : reducing risk and enhancing efficiency.

We support our clients over six sectors : Private Equity, Real Estate, Capital Markets, Corporate, Company Formation and Private Wealth and deliver value across three service lines :

We grow when you grow, and we succeed when we work together across boundaries and borders, as one team. So, our promise to our clients is the same to you : working together, we will give you the confidence, the tools and the support to achieve your ambitions and leverage your unique skills — to seize your opportunity and help make a difference in the world.