Onboarding Team Lead

Who are we?

We are an award-winning, fast-growing fintech, and one of Europe's leading cash deposit marketplaces. We aim to transform the way people save and grow their money through innovation and technology.

Our online, user-friendly platform gives our clients access to hundreds of savings accounts, including market-leading and exclusive interest rates from 45+ of the UK's banks and building societies. We also partner with many leading wealth management companies – putting our clients in control and protecting the art of their possible.

Our culture

Flagstone is a company with big ambitions. Our headcount has doubled year on year, and to date, we have raised nearly £30m in funding to expand our business and support the needs of a growing customer base and team.

Our whole ethos revolves around three core values that underpin the principles and standards that drive our

behaviour and our brand, and demonstrate our culture to the outside world.

• Forge a new way
• Surpass expectations
• Community counts

In short, we're proactive and confident, aspirational yet authentic, and empathetic – with a commitment to our customers and our colleagues.

While we have high expectations and our people work hard, we also know that there's more to life than work. In a fast-moving, dynamic, hard-working environment like ours, it's just as important to know when to stop. That's why we work together to ensure we look after ourselves and take care of each other.

Our open and inclusive culture has mental health, wellbeing and a dedication to continuous development at the forefront, so we can be the best we can be.

There's still a lot to do, so join us on our journey, be part of something fresh and exciting – and protect the art of your possible.

What you'll do

The Onboarding team has a wide range of responsibilities including client onboarding, periodic reviews, ongoing client management and technical assistance. The Onboarding team manage the overall client experience, the day-to-day onboarding of the Flagstone's new clients, and are responsible for ensuring compliance with the firm's internal procedures and policies in respect of Anti- Money Laundering. Your days are guaranteed to be varied and we encourage you to voice your ideas with ways in which we can improve our service. Your responsibilities will include:

• Management of a successful first line execution of Flagstone's customer onboarding process
• Complex escalated customer and partner queries and challenges with the Onboarding team whilst maintaining a premium levels of client service and support
• Adhering to regulatory requirements, adhering to Anti Money Laundering and Know Your Customers / fraud processes
• Identifying, collating, logging and resolution of bugs/issues
• Maintaining strong relationships with Compliance and Marketing teams
• Conducting User Acceptance Testing (UAT) for software and services relating to customer onboarding
• Ensuring specialists uphold set SLA and KPI's in relation to Onboarding and escalated to Head of Onboarding
• Proactively contributing, encouraging, and delivering ideas to optimise process efficiency across Onboarding and wider Operational teams to be part of our constant progression to excellence
• Conducting client periodic reviews in line with ongoing client management policy, adhering to set deadlines
• Managing the performance of specialists/seniors/members 121s, appraisals and under performance
• Coaching and developing others. Providing an environment to have structured and meaningful development conversations to support the team with their career goals.
• Managing people processes for Onboarding specialists/seniors/members - team absences, holidays and performance
• Creating an environment to drive engagement and high performance
• Proactively communicating with the Head of Onboarding/Head of Operations and necessary stakeholders when needed
• Acting as a role model for Flagstone's culture and behaviours

What you'll need

• Demonstrates a solid understanding of AML regulations and how they apply within a fintech environment (5+ years' experience)
• Experience of leading teams in running first line operations
• Working knowledge in AML/KYC - customer and enhanced due diligence, sanctions, PEP, Adverse media and Financial Crime related screening
• Demonstrates excellent communication skills, both written and verbally and can write clearly, simply, and accurately to communicate information
• Experience of utilising and optimising CRM/Workflow management systems
• Significant experience of case management and handling customer queries/complaints with patience and in a personalised, friendly way
• Familiarity with tools such as Comply Advantage, Lexis Nexus, World-Check, GBG. Salesforce or similar
• Strong time management/prioritisation skills and multi-tasking ability
• Ability to drive and adapt to change
• An inquisitive mind that will question the "what, why and how we can improve"
• Confidence to question our processes and offer efficient and scalable solutions
• Desire to join a team of likeminded people who strive to support each other and give back to the community
• Communicates well and able to and build strong relationships across all levels

What you'll get

• Remote working kit
• Around the World in 90 days (remote working)
• Employee share scheme
• £1,000 annual learning bursary
• 25 days holiday (plus bank holidays)
• Additional 3 days community and charity leave each year
• Quarterly half days for Wellness leave
• Flexible bank holidays
• Income protection
• Life insurance (4x annual salary)
• Matched pension contribution (5%)
• Private healthcare
• Gym discount
• Dental/Optical care
• Season ticket loan
• Cycle2Work scheme