Onboarding Global Manager

About the role

Trafigura, a global commodity trading and logistics company active in energy, metals and minerals, is building a new centralized, customer-focused global onboarding function. As Onboarding Global Manager you will own the function end to end, designing, implementing and leading the onboarding process and being accountable for its performance globally. The role reports directly to the Global COO, is supported by an Onboarding Steering Committee chaired by the COO, manages a global team and has a dedicated Performance and Change Lead.

Key responsibilities

• Lead the global onboarding team, including Regional Leads, set operational direction and service standards, and act as the senior escalation point for complex issues.
• Own the single point of contact experience for traders and customers globally, and coach the team through regular 1:1s and reviews.
• Own resourcing and workload planning across regions to meet SLAs.
• Document the end-to-end onboarding process from the views of counterparties, traders and internal risk teams, and recommend streamlining.
• Translate risk-tiering and data requirements from Compliance, Credit, Legal and anti-fraud teams into operating procedures, and advise those teams on their impact on user experience.
• Run the onboarding process within compliance, credit and legal requirements, ensure simple cases use automation and self-service, and escalate exceptions and high-risk cases consistently.
• Own client data quality, approve data updates and escalations, and define business requirements for IT solutions.
• Own metrics such as cycle times, SLA adherence, STP rate and escalation volumes, and drive continuous improvement.
• Build relationships with Traders, Compliance, Credit Risk, Master Data, Treasury, Legal, Trading Operations and IT, and with vendors and industry bodies.

Required profile

• Proven experience leading operational teams on onboarding or customer service, 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.
• Track record of improving and running an end-to-end operational process.
• Preferred: defining business requirements for technology solutions, experience building or scaling an operations or shared-services function, and managing teams across regions or time zones.

Required skills

• Preferred: onboarding/KYC platforms, CTRM/ETRM systems, SAP or equivalent ERP.
• Preferred: commodities trading environment experience.