Onboarding Operations - Associate

About the Role

iCapital is looking to hire an Onboarding Operations Associate to join the Data Solutions team. This role serves as a critical execution and coordination layer between Onboarding leadership and Analyst teams. This individual will be responsible for driving workflow efficiency, enforcing discipline, supporting case-level strategy, and ensuring high-quality execution across all phases on investment position onboarding. The ideal candidate will combine hands-on case management with real-time team oversight, enabling scalability, consistency, and elevated performance across the onboarding function.

Responsibilities

• Oversee daily case pipeline across onboarding stages, ensuring adherence to weekly prioritizations.
• Rebalance workloads to optimize quantity, reduce aging, and mitigate bottlenecks.
• Step in to oversee high-risk, complex, or time-sensitive onboarding cases.
• Monitor key inflection points through the investment position onboarding lifecycle, ensuring timely progression and issue resolution.
• Serve as the first-line escalation point for analysts on process, operating platform, and case-related issues.
• Conduct quality checks on case work to ensure accuracy, completeness, and compliance with SOPs.
• Reinforce structured execution standards (i.e. documentation, tracking, and follow-ups).
• Provide real-time training and feedback to analysts to improve output quality and efficiency.
• Ensure consistent adoption of onboarding SOPs, tools, and workflows.
• Identify operational gaps (i.e. missed notifications, handoff breakdowns, manual workarounds).
• Partner with leadership to propose and implement scalable solutions and process enhancements.
• Influence the adoption of AI-enabled tools and automation solutions to improve efficiency and reduce manual effort.
• Drive standardization across teams and geographies.
• Act as a bridge between internal stakeholders including client service, quality control and product.
• Ensure clear, professional, and timely communication on onboarding status, risks, and blockers.
• Support escalation management and resolution tracking.
• Track and report on team productivity, case aging, and throughput metrics.
• Support the onboarding and training of new analysts (i.e. SOP walkthroughs, shadowing, and QA reviews).
• Identify skill gaps and reinforce targeted upskilling initiatives.
• Promote a culture of teamwork, accountability, continuous improvement, and operational excellence.

Qualifications

• 1-2+ years of experience in onboarding, operations, or client service roles (preferably in financial services or alternative investments)
• Strong knowledge with onboarding workflows, case management systems, and operational platforms
• Proven ability to manage competing priorities and deliver under tight deadlines
• Experience mentoring or overseeing junior team members

Benefits

The base salary range for this role is $75,000 to $85,000. iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer.