Product Lead – Client Onboarding (FX/CFDs)

Founded in 2010, ThinkMarkets is a multi-award-winning, premium CFD brokerage, backed by multiple global regulatory licences, operating across six continents - with regional hubs spanning London, Melbourne, the Middle East, Asia-Pacific, South Africa, and the Americas. We give traders and investors seamless access to a wide range of global markets; forex, equities, indices, commodities, cryptocurrencies, futures, and more, all through our proprietary, award-winning ThinkTrader platform. 

We are seeking a Product Lead, specialising in client onboarding, to join our rapidly growing global workforce. In this role, you will be responsible for analysing, optimising, and monitoring the client onboarding funnel at ThinkMarkets. 

This position focuses on delivering compliant, high-converting onboarding experiences across the business. As the Product Lead for Client Onboarding, you will be responsible for the management and development of the global onboarding team, ensuring applications are completed efficiently and conversion metrics are continuously improved while maintaining compliance with global regulatory requirements applicable to a Forex and CFD brokerage. 

Key Responsibilities: 

• Act as the primary global point of contact for the Client Onboarding function 
• Own onboarding conversion metrics end-to-end: application start → submitted → approved → funded 
• Lead, train, and develop the global onboarding team, including performance management and project delivery 
• Analyse funnel performance to identify drop-off points and implement improvements 
• Monitor and optimise appropriateness quiz pass rates, including question-level failure analysis 
• Manage incomplete application journeys and re-engagement flows to improve re-attempt rates 
• Ensure onboarding cases are prioritised, tracked, and completed in line with agreed SLAs 
• Review and implement regulatory and KYC requirements across jurisdictions, balancing compliance with conversion 
• Escalate and oversee complex or high-risk cases, including coordination with Compliance team where required 
• Drive the integration and optimisation of digital e-KYC workflows and tools 
• Identify and implement process and UX improvements to enhance client experience while maintaining compliance 
• Ensure clear and effective communication across Compliance, Marketing, Product, Operations, and regional offices 
• Liaise with KYC vendors and technology providers to drive onboarding efficiencies 
• Produce regular KPI reporting and management dashboards for senior leadership, including conversion rates, drop-off analysis, and funnel performance 
• Ensure 24/7 onboarding coverage and operational excellence across regions 

Requirements: 

• Minimum 5 years of hands-on onboarding or KYC experience within a financial services institution (Forex / CFD brokerage strongly preferred) 
• Bachelor's degree in Finance, Business Administration, or a related field 
• Strong understanding of onboarding funnels, conversion metrics, and activation strategies 
• Familiarity with AML, KYC, and regulatory frameworks across multiple jurisdictions 
• Experience analysing data to identify drop-off points and drive conversion improvements 
• Experience implementing and developing the use of digital tools and technologies (e-KYC providers, CRM platforms, dashboards) 
• Proven experience managing and developing teams 
• Excellent analytical, written, and verbal communication skills 
• Experience with appropriateness assessments or quiz optimisation is a strong advantage 
• Experience working cross-functionally with Product, Marketing, and Compliance teams is preferred