Client Onboarding Manager

3 weeks ago

Worthing, West Sussex, United Kingdom Equiniti Full time

Company Overview

Equiniti stands as a prominent global provider of shareholder, pension, remediation, and credit technology solutions. With a workforce exceeding 6000, we cater to 37 million individuals across 120 nations.

Our vision at EQ is to establish ourselves as the foremost global share registrar, delivering supplementary services to our clientele. Our core values are the bedrock of our achievements: we are RELIABLE in fulfilling our promises, FOCUSED on generating long-term value, COOPERATIVE in our methodologies, and we ENHANCE our capabilities through continuous improvement. Now is an exceptional time to become part of EQ.

Position Overview

An exciting opportunity has emerged within the rapidly growing Employee Services (ES) division for a Share Plan Implementation Manager. This pivotal role involves overseeing the onboarding process for new clients acquired through various channels, including IPOs, competitive wins, RFPs, and new product launches. You will collaborate with a dynamic and fast-paced team dedicated to delivering client-focused solutions across Employee Services products: All Employee (SIP and SAYE) and Premier (Discretionary, Executive, and Global Nominee). Our objective is to provide expert guidance to clients and key stakeholders, ensuring a seamless integration of new plans into the ES framework.

Key Responsibilities

The primary responsibility of this role is to manage the implementation of all new share plans within the ES division. Utilizing a structured process, you will navigate the essential phases of defining service requirements, establishing a timeline of events, preparing for implementation, creating the Employee Portal, and producing necessary documentation, including client and payroll administration manuals. You will serve as the liaison with critical stakeholders, both internally and externally, lead planning meetings (in-person or via conference calls), and ensure that all actions are documented and followed through. Additionally, you will conduct Employee Portal demonstrations and provide exemplary service to clients throughout the implementation phase and during the transition to business-as-usual (BAU) operations.

This role may represent the first interaction a new client has with Equiniti, making it essential for the ES Implementation Manager to possess strong relationship-building skills, as well as exceptional planning and organizational abilities. Familiarity with employee share plan products and experience in managing client-facing projects will be advantageous.

Core Duties

  • Engage with clients to discuss new business and product needs while establishing delivery timelines.
  • Plan and execute various new business initiatives or product launches.
  • Act as a subject matter expert (SME) to support clients with technical inquiries related to plan setup and ongoing administration.
  • Conduct regular planning meetings (in-person or via conference calls) and keep stakeholders informed.
  • Collaborate with Employee Services Operations and other key business areas to fulfill client-specific requirements.
  • Coordinate with other service providers (administrators, payrolls, client-designated designers, printers, translators, legal advisors).
  • Ensure that all deliverables align with contractual service specifications.
  • Ensure that ES Operational teams and key business areas comprehend client service requirements.
  • Verify that all task documentation adheres to regulatory and compliance standards prior to client approval.
  • Develop the administration manual detailing key event processes, client roles, and responsibilities, including necessary file formats.
  • Provide marketing communication support and assist with client task roadshows/presentations.
  • Support the Business Development Manager and other team members with RFPs and tenders.
  • Facilitate a comprehensive BAU handover to the Client Services Manager upon completion of implementation.
  • Conduct Post Implementation Reviews (PIR) and document lessons learned.
  • Travel as needed for client engagements.

Required Skills and Attributes

  • Strong knowledge of Employee Share Plans.
  • Experience with MS Project.
  • Proven track record in managing client-facing projects.
  • Excellent planning, organizational, and task delivery skills.
  • Ability to manage client relationships effectively.
  • Self-motivated with a collaborative mindset.
  • Meticulous attention to detail.
  • Capability to identify and mitigate risks effectively.
  • Outstanding communication skills (both written and verbal).
  • Strong interpersonal skills and relationship-building abilities.
  • Ability to thrive under pressure and meet tight deadlines.
  • Commercial awareness.

We are committed to providing equal opportunities for all employees and encourage applications from individuals regardless of age, disability, gender, sexual orientation, race, religion, or marital status.

Please note that any employment offer is contingent upon satisfactory pre-employment screening checks, which include verification of five years of activity and gaps, DBS or Access NI checks, credit checks, sanctions, and CIFAS checks.

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