Onboarding Global Manager

Main purpose

Trafigura is one of the world's leading commodity trading and logistics companies, with operations spanning energy, metals and minerals. We are now transforming the way we onboard our customers and partners by building a new global function: centralized, customer-focused and high-performing.

As the Onboarding Global Manager, you will own this function end to end. This is an experienced operational leadership role where you will design, implement and lead the onboarding process and be accountable for its performance globally. You will report directly to the Global COO, supported by an Onboarding Steering Committee (SteerCo) chaired by the COO and made up of senior leaders, whom will support the execution of your transformation recommendations You will manage a global team and be supported by a dedicated Performance and Change Lead to drive your project management.

Key responsibilities

Lead the Global Team

• Act as the senior escalation point for complex or contentious onboarding issues.
• Own the single-point-of-contact experience for traders and customers globally.
• Lead the global onboarding team, including Regional Leads, and set operational direction and service standards.
• Build a customer-focused, problem-solving team culture.
• Coach the team and hold it to clear performance expectations through regular 1:1s and reviews; develop talent and address performance gaps.
• Own resourcing and workload planning across regions to meet SLAs.
• undefined

Design, Implement and Run the Onboarding Operating Model

• Document the end-to-end process from the perspective of (1) counterparties/vendors/banks (2) traders/operations and (3) internal risk and support teams, and recommend streamlining opportunities for each group
• Collect and document the risk-tiering and data requirements set by risk-owning teams (Compliance, Credit, Legal, bank checks/anti-fraud) and translate them into clear operating procedures for the team.undefined
• Advise risk and support teams on how their requirements affect all user experiences, and report findings and risk-adjusted recommendations to the SteerCo..
• Direct day-to-day execution of the onboarding process within the requirements set by Compliance, Credit and Legal.
• Ensure straightforward cases flow through automation and self-service, and that exception and high-risk cases are escalated consistently across regions to the relevant risk team.
• Own client data quality within onboarding (approving data updates, mergers and deletions in line with the Client Data Policy), escalating uncertain data decisions to the relevant risk team and the DOO, and providing transparency on client data remediation. Define business requirements for IT solutions across existing systems (IT owns technical delivery of your requirements
• Undertake a eview the function including IT budget and present it to the SteerCo.

Drive Performance & Continuous Improvement

• Own metrics and reporting on cycle times, SLA adherence, STP rate and escalation volumes.
• Identify and document issues, and lead continuous improvement of the onboarding process.
• Build trusted relationships with Traders, Compliance, Credit Risk, Master Data, Treasury, Legal, Trading Operations and IT.
• Develop relationships with vendors and industry bodies (e.g. Energy Leap) to keep the function current and continuously improving.

Required qualifications

• Proven experience leading operational teams onboarding or customer service teams, ideally in trading, banking or a similarly regulated environment.
• Strong people leadership - coaching, performance management and building a service-oriented culture at scale.
• Working knowledge of KYC, AML, CDD, and regulatory onboarding requirements, or a track record of learning them quickly.
• Able to apply policy standards and escalate to the relevant risk teams.
• Track record of improving and running an end-to-end operational process.

Preferred qualifications

• Able to define business requirements for technology solutions and work with IT on delivery
• Experience building, consolidating or scaling an operations, shared-services or onboarding function (e.g. establishing a new team, merging regional teams or expanding scope).
• Experience managing teams across two or more regions or time zones.Experience in a commodities trading environment.
• Working knowledge of one or more of: onboarding/KYC platforms, CTRM/ETRM systems, SAP or equivalent ERP (technical integration expertise sits with IT and the Performance and Change Lead).

Attributes for success

• Sets a high standard and holds teams accountable.
• Calm, pragmatic and decisive under pressure.
• Customer-focused and problem-solving oriented.
• Data-literate and credible with senior stakeholders.
• Collaborative, diplomatic and persuasive, with strong verbal, written and presentation skills.
• Strategic thinker who understands the end-to-end process and is equally comfortable in the detail.
• Executes in stages, listens to understand, asks questions and challenges the status quo.

Department overview

The Client Onboarding function is a new, centralized, customer-focused and high-performing global service that is transforming the way Trafigura onboards its customers and partners. The initial scope is onboarding for Trafigura Trading. Expansion into wider Trafigura affiliates and client lifecycle management is a future possibility for growth. This role reports directly to the Global COO. Key relationships include Traders, Compliance, Credit Risk, Master Data, Treasury, Legal, Trading Operations and IT, as well as the Performance and Change Lead.

Equal opportunity employer

We are an Equal Opportunity Employer and take pride in a diverse workforce! We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, colour, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or handicap, disability, or any other legally protected status.