Onboarding Director
On-siteEdinburgh, Scotland, United Kingdom
Job Summary
Lead onboarding and implementation of large complex workplace pension clients, co-owning the transition from external prospect through to operational and relationship handover. Identify client pain points with existing arrangements and develop solutions aligned with risk and commercial appetite. Act as the single point of accountability for high-value implementations, partnering with Pursuit, Sales, and Relationship teams to shape onboarding approaches in bids. Manage broad stakeholder engagement across trustees, advisers, and internal specialists while driving continuous improvement in processes to reduce risk, cost, and delivery timelines. Ensure seamless collaboration across operations, legal, and client servicing to deliver a market-leading client experience at scale.
Required Qualifications
- Significant experience leading complex client onboarding, implementation or transition programmes within pensions, financial services or a related industry
- Strong knowledge of the DC Workplace Pensions market and the wider stakeholder landscape including trustees and advisers
- Exceptional stakeholder management and influencing skills with the confidence to challenge senior leaders and clients when required
- Proven ability to lead through ambiguity, balance competing priorities and deliver successful outcomes in a fast-paced environment
- Experience managing governance, risk, financial controls and operational delivery across complex programmes
- A track record of driving client-centric improvements that enhance service quality, business performance and client retention
- The judgment to lead through ambiguity
- The authority to challenge both internal leadership and clients
- The discipline to ensure delivery integrity
- Early identification of client pain points and inefficiencies with their existing pension arrangement and develop solutions in line with LBG risk and commercial appetite
- Support onboarding delivery from early external prospect discussion through to live operational handover
- Act as the single point of accountability for complex or high-value implementations
- Partner with Pursuit, Sales, and Relationship teams to shape onboarding approach in bids and support client conversion
- Lead delivery of onboarding with broad stakeholder management to encompass change delivery as well as supporting activity through implementation such as strong governance, risk management, and financial control
- Ensure seamless collaboration across internal teams including operations, proposition, legal, and client servicing
- Act as senior sponsor for onboarding clients, ensuring a market-leading client experience
- Drive continuous improvement in onboarding processes, reducing risk, cost, and delivery timelines
- Exceptional stakeholder management across the DC market including trustees, advisers (EBCs), corporate clients, and internal specialists
- Support strong growth in the DC Workplace market which will be expected to influence and drive solutions across business units
- Work in partnership with the Implementation Senior Manager
- Support the successful onboarding and implementation of large complex workplace pension clients
- Co-own the transition
- Take the lead externally from prospect through to operational and relationship handover
- Accountable for delivering a consistently high-quality client experience at scale
- Ensure onboarding is a competitive strength that supports new business conversion, client advocacy, and long-term retention
- Hybrid Working (at least two days per week, or 40% of time, at office site)
- Location: Edinburgh, Bristol, Leeds or London
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