Senior Associate, Customer Onboarding (Post Trade Solutions)

About the role

LSEG's Post Trade Solutions (PTS) team is looking for a Senior Associate, Customer Onboarding, based in Taguig City. You will own the end-to-end onboarding experience for new and existing customers, acting as a subject matter expert and key liaison between clients and internal stakeholders. The role involves mentoring junior team members and helping improve processes, and requires availability during US business hours, including US public holidays.

Key responsibilities

• Lead and manage the end-to-end onboarding lifecycle for new customers, meeting milestones accurately and on time, and provide accurate client documentation.
• Act as the primary escalation point for complex or high-priority onboarding cases.
• Build strong customer relationships and a positive onboarding experience.
• Collaborate with Sales, Technical Support, Product and Operations to remove onboarding blockers.
• Maintain customer records, onboarding documentation and case notes in systems such as Salesforce and ServiceNow.
• Analyze onboarding data and customer feedback to spot trends and areas for improvement.
• Mentor junior team members and contribute to onboarding workflows, SOPs and knowledge base articles.
• Meet and exceed KPIs, SLAs and quality standards.

Required profile

• Experience in a Service Desk, Customer Support or Customer Onboarding role, preferably in financial services or a technology-driven environment.
• Experience handling complex customer issues and escalations.
• Bachelor's degree in Business Administration, Finance, Information Technology, Communications or a related field preferred.
• Willingness to work during US business hours and US public holidays.

Required skills

• Exceptional verbal and written communication in English.
• Attention to detail and analytical thinking.
• Experience with CRM or case management systems (Salesforce, ServiceNow) strongly preferred.
• Exposure to post-trade, capital markets or financial markets infrastructure is a plus.