About Y TREE

We are a rapidly growing WealthTech business that is re-defining how individuals and families connect and engage with their money. We provide our clients with control over their personal finances, enhancing their ability to achieve their financial and life aspirations.

We are harnessing sophisticated portfolio analytics, innovative behavioural psychology and cutting-edge UX/UI to create a revolutionary experience and transformational outcomes for our users. The business was founded in 2017 by three successful entrepreneurs and business-builders with diverse experiences and skill-sets in Technology, Corporate Advice and Investment Management and is backed by some of Europe’s leading investors.

Role Overview

Onboarding is our clients’ first real experience of working with Y TREE – and the part of their journey we most want to reinvent. Most of the families we work with bring several trusts, companies or investment vehicles, often across more than one country, and onboarding them well takes both deep expertise and a process built for that complexity.

As Client Onboarding Lead, you will own how onboarding works at Y TREE and shape what it becomes. Working with our New Client Relationships and Product teams, you will redesign it end to end – building a tech-led process that scales without losing the personal touch.

You will do this while delivering today’s onboarding: guiding our most complex clients through to becoming a client, acting as the firm’s go-to person for Source of Wealth and Source of Funds, and being the client’s advocate whenever the process gets in their way. You will be the person who knows today’s process best – and the one best placed to make it better.

The Role

Process Design & Improvement

• Take today’s onboarding process and redesign it for the future – identifying what is slow, manual or frustrating, and fixing it with automation where it helps and people where it matters.

• Lead onboarding change with our Product team: bring clear, well-evidenced briefs on what needs to change, and help shape and test the solutions.

• Make onboarding as client-first as everything that comes before they become a client, so clients always know where they stand and why each request matters.

• Evaluate and introduce digital tools (e.g. automated workflows, AI) that make onboarding faster and easier for clients and the team.

• Measure what matters – how long it takes to become a client, where cases stall, and how clients feel about it – and use it to decide what to fix next.

Client Experience & Advocacy

• Own the onboarding experience for High Net Worth (HNW) and Ultra-High-Net-Worth (UHNW) clients, so that becoming a Y TREE client feels as considered and personal as the journey that led them to choose us.

• Act as the client’s advocate with Advisers and senior colleagues, smoothing their path while holding firm on compliance.

• Keep clients, advisers and colleagues up to date across several cases at once, so everyone knows where each case stands and what happens next.

Complex Case Ownership

• Own complex onboardings end to end, including clients who bring multiple trusts, companies, Financial Investment Companies (FICs) and international structures.

• Be the central point of contact for Source of Wealth (SoW) and Source of Funds (SoF) on complex cases, using expert judgement and experience to meet our compliance standards in full.

• Prepare complex client cases for the Business Acceptance Committee, working with New Client Relationships and Compliance. Make sure each client’s situation, balance sheet and wealth structure is fully understood, so the committee can decide whether this is the right client for us – and whether we are the right firm for them.

About You

Essential

• Exceptional client-facing skills and experience with UHNW clients – you know what a highly personal, attentive service looks like, and you have delivered it.

• A track record of improving how things work: you have taken a process you ran day to day, redesigned it for the future while still delivering it, and can show what changed as a result.

• Outstanding working knowledge of SoW and SoF across complex structures – trusts, companies, FICs and international clients.

• An enthusiastic, everyday user of AI tools, always looking for new ways to apply them to real work.

• Confidence to challenge and influence advisers and senior managers on a client’s behalf.

• Hands-on experience of working with a CRM or CLM system.

• Private client experience.

Desirable

• Experience in using automations and other low code tools to improve an operational process.

• Experience in working with product managers to define and develop technical process improvement solutions

• Family office experience.

How to stand out

Above all, you are curious about how things could work better. You are genuinely interested in technology and excited by what AI can do, you look ahead rather than back, and you are energised by change rather than unsettled by it.

We are looking for someone who understands the whole onboarding process, not just one corner of it. If you have handled a wide range of complex cases and can bring sound judgement to each of them, we will give you everything you need to learn our systems and the more unusual client circumstances.

If you have only ever worked on the compliance side, with little client contact, this probably isn’t the right role for you. If you have shown genuine client-first instincts alongside solid process knowledge, even across different jobs, we would love to hear from you.

What’s in it for you?

• 25 days of annual leave per year. This is 25 days each year where we expect you to turn your phone off and switch off; we would never ask you to book leave for a doctor’s appointment or to see your children’s school plays.

• Regular team socials to help you switch off from work and get to know your colleagues in an environment away from your desk. We ensure socials are well-balanced and offer a variety of activities to suit different needs so you always feel welcome.

• A welcoming, dog-friendly London office with appropriate spaces to cater for those with varying needs in the form of various breakout spaces and silent booths.

• Once eligible, you’ll be able to enroll into our private healthcare plan through Vitality. This includes perks like 50% off premium gym memberships and access to their exclusive rewards programme.

• Support for your mental health and wellbeing through our employee assistance programme.

• As well as a range of family-friendly policies, support towards professional qualifications, electric car schemes and more!

Our mission at Y TREE is to build diversity in our teams; diversity of thought, culture, backgrounds and perspectives. Please come as you are and let us know if there are any reasonable adjustments we can make to support you in your application process. Additionally, if you don't feel you meet 100% of the requirements please apply anyway if you feel you can demonstrate your suitability to the role. Please note, that sponsorship is not available for this role.