Head of Operations Onboarding, Americas

Schroders•New York, NY

About The Position

The Head of Operations Onboarding, Americas is a senior regional leadership role responsible for leading onboarding delivery across the Americas. The role brings the global onboarding model to life locally and ensures delivery performance, controls, and capacity are managed effectively across the onboarding pipeline. It leads the regional onboarding team, including regional fund mandate case managers, and partners with the Head of Onboarding Delivery & Oversight and Head of Onboarding Services to provide a consistent, high-quality onboarding experience. The position reports to the Global Head of Operations Onboarding. It runs the day-to-day operation to agreed service levels and risk appetite, owns end-to-end processes and controls, and manages regional service KPIs and SLAs. It also balances capacity across regions and the Indian Operations hub, oversees operational management information, drives continuous improvement, resolves or escalates material issues, and leads the regional team and stakeholder network.

Requirements

Investment operations experience, including experience in a senior management role.
Significant experience running onboarding, client lifecycle, or account opening operations at scale.
Strong operational risk and control mindset, with audit and regulatory exposure.
Proven people leadership across multiple locations and time zones.
Confidence using data to manage performance and make capacity decisions.
Experience of offshoring or transitioning work into a hub.
Strong stakeholder management, including challenging proposed go-live dates against operational delivery needs and escalating to the council when agreement cannot be reached.
Comfort leading through a workflow tool and live data rather than spreadsheets and email.

Responsibilities

Run the day-to-day onboarding operation to agreed service levels and risk appetite.
Own end-to-end onboarding processes, controls, and procedures, including regulatory and client due diligence steps.
Balance capacity across regions and the Indian Operations hub, and own resourcing and succession.
Own management information on volumes, cycle times, exceptions, and root causes.
Drive continuous improvement and remove manual workarounds.
Resolve material regional delivery and control issues, escalating unresolved matters to the Global Head of Operations Onboarding and the council.
Ensure the region’s contribution to the central global dashboard is updated daily and reflects a live, accurate status.
Ensure activity is prioritised globally rather than locally and is challenged against success measures such as revenue.
Own regional service KPIs and SLAs, holding the region and hub to agreed standards.
Lead, coach, and develop the regional team, including running appraisals, providing in-the-moment feedback, and building succession.
Shape a regional culture of ownership, openness, and service focus, working as one team with the hub.
Chair the regional working group and take regional status, escalations, and new requests into the council.
Manage local stakeholders and build the regional network needed to influence priorities and decisions.