Client Onboarding Process Specialist

5 days ago

Melbourne, Victoria, Australia beBeeBusiness Full time $75,000 - $90,000
About the Role

As a hands-on business analyst, you will play a key role in shaping the end-to-end client onboarding experience, ensuring it is seamless, compliant, and optimised for conversion. You will support back-office processes and tools to ensure workflows are operationally efficient and documented.

You will work closely with product managers, UX designers, engineers, compliance, and operations teams to define requirements, analyse data, and ensure delivery of best-in-class onboarding journeys across multiple regions and regulatory frameworks.

This is an exciting opportunity to join a fast-paced, global environment where you will directly impact client acquisition and growth by making onboarding smoother, faster, and more engaging.

Key Responsibilities
  • Requirements gathering and analysis
  • Work with product managers to translate business objectives into clear, detailed requirements for onboarding features and flows.
  • Capture regulatory requirements from multiple jurisdictions and ensure they are captured and embedded in onboarding journeys.
  • Facilitate workshops and discussions with stakeholders (compliance, operations, marketing, customer support).
  • Process mapping and documentation
  • Document 'as-is' and 'to-be' onboarding workflows (signup, KYC/AML, appropriateness test, deposit)
  • Define user stories, acceptance criteria, and edge cases for the product backlog.
  • Maintain clear and up-to-date Confluence documentation.
  • Data and insights
  • Analyse onboarding funnel metrics (signup conversion, KYC pass rates, deposit rates, first-trade conversion rates)
  • Partner with BI/business/product teams to identify bottlenecks and opportunities for improvement.
  • Provide recommendations backed by quantitative analysis and customer feedback.
  • Delivery support
  • Support engineering teams by clarifying requirements, testing deliverables, and managing dependencies.
  • Conduct UAT for new onboarding features and back office tooling and ensure readiness for release.
  • Help prioritise backlog items based on business value and impact.
  • Stakeholder Management
  • Act as the bridge between product, compliance, marketing, and customer support.
  • Ensure all teams are aligned on onboarding initiatives and deliverables.
  • Present findings, reports, and recommendations to senior stakeholders.
About You
  • Experience in business analysis within finance is a bonus
  • Strong understanding of risk, electronic verification, KYC, AML, and regulatory onboarding requirements.
  • Proficiency in documenting workflows, writing user stories, and producing acceptance criteria.
  • Analytical skills with experience using BI/data tools (e.g Tableau, Mixpanel).
  • Excellent communication and stakeholder management abilities.
  • Familiarity with Agile/scrum delivery environments.
  • Strong problem-solving skills and attention to detail.
  • Proficiency in Jira/Confluence and backlog management.
  • Experience working with onboarding/identity verification providers (e.g., Jumio, Onfido, Trulioo).
  • Knowledge of A/B testing and funnel optimisation techniques.
  • Previous experience in multi-region, multi-regulation product environments.

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