7 jobs for "Director, Customer Onboarding"

Operational Change Product Owner - Onboarding & KYC Transformation - Director (AVP Equivalent)

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Posted on Nov 4

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Morgan Stanley

Operational Change Product Owner - Onboarding & KYC Transformation - Director (AVP Equivalent)

Glasgow, United KingdomPosted 4 days ago

Apply on company site View full job

About the Role
We are looking for a driven and hands-on Operational Change Product Owner to help shape and deliver meaningful change across the Onboarding and KYC ecosystem within a global banking environment.

This is an exciting opportunity for someone who is passionate about change, enjoys solving complex operational problems, and can bring energy, structure, and pace to delivery. You will work closely with Operations, Technology, Compliance, Risk, and senior stakeholders to improve how onboarding and KYC processes are designed, delivered, and embedded.

Key Responsibilities
Strategic Leadership & Vision
> Own and shape the product roadmap for operational change across onboarding and KYC, aligned to business priorities, regulatory expectations, and user needs.
> Bring a delivery mindset, using data, insights, and stakeholder feedback to prioritise the right outcomes and drive measurable impact.

Stakeholder Engagement & Influence
> Act as a key connector across Operations, Technology, Compliance, Risk, and senior business stakeholders.
> Turn complex requirements into clear business outcomes, practical delivery plans, and simple messages that teams can act on.
> Build strong relationships, create alignment, and keep momentum across a broad and fast-moving stakeholder group.

Delivery & Execution Excellence
> Translate operational pain points, regulatory needs, and business priorities into clear requirements, user stories, and acceptance criteria.
> Drive end-to-end delivery with pace, ownership, and a strong focus on quality outcomes.
> Prioritise the backlog based on customer impact, operational risk, regulatory timelines, and business value.

Innovation & Process Optimization
> Identify opportunities to simplify onboarding and KYC workflows, reduce manual effort, and improve the colleague and client experience.
> Help deliver scalable, sustainable solutions that support a stronger and more connected operational change ecosystem.
> Champion continuous improvement, automation, and practical innovation across the change agenda.

Governance & Compliance
> Maintain alignment with global regulatory standards (AML, KYC, sanctions screening and monitoring).
> Partner with risk and compliance teams to embed controls into product design.

What Success Looks Like
> Clear, measurable improvements in process efficiency and risk mitigation.
> Strong stakeholder trust and executive buy-in for product strategy.
> Delivery of automation initiatives that reduce manual intervention and errors.
> A roadmap that balances innovation with compliance, ensuring long-term sustainability.

Ideal Candidate Profile
> Strong experience in operational change, product ownership, business analysis, transformation, or delivery within financial services.
> Good understanding of Onboarding, KYC, AML, client lifecycle management, or related risk and regulatory processes.
> A proactive, go-getter mindset with the confidence to challenge, solve problems, and move work forward.
> Strong communication skills, with the ability to engage senior stakeholders and bring teams with you.
> A delivery-focused approach, with the resilience, curiosity, and ownership needed to succeed in a fast-paced change environment.
> Relevant qualifications in business, operations, finance, risk, technology, change management, or a related discipline would be helpful; practical delivery experience and a strong ownership mindset are equally valued.

#LI-GB1

#GLOPS

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley, we raise, manage and allocate capital for our clients - helping them reach their goals. We do it in a way that's differentiated - and we've done that for 90 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren't just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you'll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There's also ample opportunity to move about the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices into your browser.

Certified Persons Regulatory Requirements:
If this role is deemed a Certified role and may require the role holder to hold mandatory regulatory qualifications or the minimum qualifications to meet internal company benchmarks.

Flexible work statement
Interested in flexible working opportunities? Morgan Stanley empowers employees to have greater freedom of choice through flexible working arrangements. Speak to our recruitment team to find out more.

Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background. Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents.

Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.

For more information, please visit: https://www.morganstanley.com/people-opportunities/eeo .

About Morgan Stanley

Morgan Stanley mobilizes capital to help governments, corporations, institutions and individuals around the world achieve their financial goals.

Size: 10,000+ employees
Industry: Financial Services

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