Onboarding Manager – High-growth Fintech customers

As Onboarding Manager, you will be part of Multitude Bank’s fast-growing new business, providing account and payment solutions to high-growth fintech and regulated entities, including PSPs across Europe. 

You will lead corporate onboarding and customer support for these clients, helping ensure policies are applied consistently while supporting the Bank’s commercial goals. 

In broader context, you are part of Multitude Group’s Wholesale Banking Division, and the  
broader Operations community of over 150+ people working across Consumer, SME, and  
Corporate customers, offering strong peer support & career growth opportunities.  

Key Responsibilities 

• Lead and develop the Onboarding and Customer Support functions, building a high-performing team and scalable operating model (capacity planning, SLAs/KPIs, quality, training and performance management). 

• Own end-to-end client onboarding execution: allocate workload, manage day-to-day delivery, resolve escalations, and personally deep dive into high-risk and complex cases as needed. 

• Act as Process Owner for Onboarding and Customer Support, reducing cost and lead times through better process design. 

• Ensure CRA, EDD and related onboarding risk assessments are completed to internal standards and regulatory expectations, with strong documentation and audit trail. 

• Support Transaction Monitoring activities by assisting with investigations/escalations as needed, providing operational input on effectiveness and improvements. 

• Leverage workflow tooling, automation and AI to reduce manual effort, improve speed and quality, and strengthen consistency. 

• Identify operational friction and policy interpretation gaps impacting onboarding and support; work with FCC and stakeholders to implement pragmatic, risk-sound solutions. 

• Work closely with Sales, Product and Compliance to align on priorities, share updates and resolve issues quickly to better meet client onboarding and support objectives. 

Requirements 

• 5 years in financial services with strong AML/CFT expertise. 

• Bachelor’s degree or equivalent (EQF Level 6) required 

• Strong knowledge on regulatory expectations for onboarding, due diligence, and transaction monitoring. 

• Commercially minded and customer-focused, able to balance growth, risk and control requirements with sound judgement in escalations 

Core Competencies 

• Deep knowledge of AML legislation (e.g., FIAU IPs, EU Directives, PMLFTR) 

• Process improvement and decision-making capability 

• Skilled in managing regulatory and stakeholder expectations 

• Strong communication and analytical skills