Product Lead – Client Onboarding (FX/CFDs)

Responsibilities

• Act as the primary global point of contact for the Client Onboarding function
• Own onboarding conversion metrics end-to-end: application start → submitted → approved → funded
• Lead, train, and develop the global onboarding team, including performance management and project delivery
• Analyse funnel performance to identify drop-off points and implement improvements
• Monitor and optimise appropriateness quiz pass rates, including question-level failure analysis
• Manage incomplete application journeys and re-engagement flows to improve re-attempt rates
• Ensure onboarding cases are prioritised, tracked, and completed in line with agreed SLAs
• Review and implement regulatory and KYC requirements across jurisdictions, balancing compliance with conversion
• Escalate and oversee complex or high-risk cases, including coordination with Compliance team where required
• Drive the integration and optimisation of digital e-KYC workflows and tools
• Identify and implement process and UX improvements to enhance client experience while maintaining compliance
• Ensure clear and effective communication across Compliance, Marketing, Product, Operations, and regional offices
• Liaise with KYC vendors and technology providers to drive onboarding efficiencies
• Produce regular KPI reporting and management dashboards for senior leadership, including conversion rates, drop-off analysis, and funnel performance
• Ensure 24/7 onboarding coverage and operational excellence across regions

Requirements

• Minimum 5 years of hands-on onboarding or KYC experience within a financial services institution (Forex / CFD brokerage strongly preferred)
• Bachelor's degree in Finance, Business Administration, or a related field
• Strong understanding of onboarding funnels, conversion metrics, and activation strategies
• Familiarity with AML, KYC, and regulatory frameworks across multiple jurisdictions
• Experience analysing data to identify drop-off points and drive conversion improvements
• Experience implementing and developing the use of digital tools and technologies (e-KYC providers, CRM platforms, dashboards)
• Proven experience managing and developing teams
• Excellent analytical, written, and verbal communication skills
• Experience with appropriateness assessments or quiz optimisation is a strong advantage
• Experience working cross-functionally with Product, Marketing, and Compliance teams is preferred

Preferred Qualifications

• Experience with digital onboarding tools and platforms
• Familiarity with global regulatory requirements for financial institutions
• Strong project management and stakeholder management skills

Benefits

• Competitive salary
• Performance-based bonuses
• Professional development opportunities
• Comprehensive health and wellness benefits
• Flexible working arrangements

About the Company

Founded in 2010, ThinkMarkets is a multi-award-winning, premium CFD brokerage, backed by multiple global regulatory licences, operating across six continents - with regional hubs spanning London, Melbourne, the Middle East, Asia-Pacific, South Africa, and the Americas. We give traders and investors seamless access to a wide range of global markets; forex, equities, indices, commodities, cryptocurrencies, futures, and more, all through our proprietary, award-winning ThinkTrader platform.