Customer Onboarding Manager (m/f/d) - Larson Maddox

Customer Onboarding Manager (m/f/d)

Germany | Stuttgart | Full‑time | Hybrid

About The Role

A well‑established retail banking institution is continuing to expand its customer and product offering and is looking to strengthen its banking operations function with an experienced (Senior) Customer Onboarding Manager based in Stuttgart. This role sits at the intersection of operations, compliance and customer experience, with responsibility for the end‑to‑end onboarding journey for retail customers. The position offers meaningful ownership over processes, close collaboration with internal stakeholders and external service providers, and the opportunity to actively shape efficient, compliant onboarding frameworks in a regulated environment.

Responsibilities

• End‑to‑end responsibility for customer onboarding processes, including KYC, AML and fraud‑related checks
• Analysis and processing of onboarding and monitoring alerts, including the correct implementation of operational measures
• Definition, maintenance and implementation of rules for both automated and manual onboarding processes
• Execution of manual onboarding for retail account customers in line with regulatory and internal requirements
• Management, monitoring and quality assurance of external onboarding service providers (e.g. BPO partners and identification providers), including SLA oversight
• Ensuring audit‑ready documentation and complete, accurate record‑keeping across all onboarding activities
• Escalation of suspicious cases to Compliance for final SAR/STR assessment and decision‑making
• Continuous optimisation of onboarding processes and the customer journey, including the reduction of false positives and inefficiencies

Your Profile

• Completed banking apprenticeship and/or degree in Business Administration, Finance or a comparable discipline
• Several years of professional experience in customer onboarding, KYC or AML within a banking or regulated financial services environment, ideally retail banking
• Strong understanding of regulatory requirements related to KYC, AML and fraud prevention
• Experience working with rule‑based onboarding or monitoring systems, as well as managing external service providers and overseeing quality and SLAs
• Structured, detail‑oriented working style with a strong focus on documentation, control and process integrity
• Analytical mindset with experience evaluating KPIs, case volumes and process deviations
• Confident communicator with the ability to collaborate effectively with Compliance, Product, IT and Customer Service teams
• Very good German and good English skills, both written and spoken