Rico P

Customer Onboarding Leader with 15+ years in Financial Services, including over 3 years in the Maritime FinTech space. Built high-performing teams and scalable processes from the ground up. Developed and led the customer facing Onboarding function, reduced corporate onboarding times by ~50%. Previously a Senior Client Service Account Manager at J.P. Morgan, managing a portfolio of 5 of the top-20 European Payments clients including Asset Managers and Payment Service Providers.

Head of Customer Onboarding at MarTrust (Part of the Marcura Group) (2024-12 – Present)

Accountable for the end-to-end customer onboarding strategy across corporate customers and crew. Led strategic initiatives to improve onboarding efficiency and team performance.

• Achieved ~50% reduction in corporate onboarding time in 2025, directly accelerating realised revenue for new customers
• Managed the teams who oversaw the onboarding of 92 new corporate customers and 256 additional accounts in the past 12-month period, demonstrating scalability of the function
• Built and implemented a bespoke process for a repeat customer, reducing onboarding and account setup times to 24 hours
• Defined and tracked key onboarding metrics and delivered regular performance reporting to senior management and the wider company
• Led and developed an 8-person team: 3 Corporate Onboarding Project Managers, 1 Back-Office Account Set-Up Specialist and 4 Crew Onboarding Specialists
• Recruited, onboarded and coached team members; established clear individual goals
• Fostered a collaborative, supportive and outcome-oriented team culture
• Acted as the escalation point for complex onboarding cases and cross-functional blockers
• Designed and implemented standardised, scalable onboarding workflows using Monday.com and Salesforce, completely eliminating internal e-mails, bottlenecks and reducing manual effort through automation
• Led cross-functional collaboration with Sales, Account Management, Compliance and Product to ensure a seamless end-to-end customer experience
• Developed comprehensive onboarding documentation and training materials to support team consistency and continuous improvement

Manager, Customer Onboarding at MarTrust (Part of the Marcura Group) (2023-12 – 2024-12)

Took ownership of developing the Onboarding Team and established clear structure, processes and performance standards. Built internal workflow tooling and managed KYB function.

• Took ownership of developing the Onboarding Team, established clear structure, processes and performance standards across Onboarding Specialists, Compliance Analysts and Customer Review Associates
• Built the internal workflow tooling using Monday.com and Salesforce, creating queue system eliminating internal e-mails
• Coached the first team members from day 1
• Took ownership of existing KYB function, significantly reducing internal processing times and bridging the fragile relationship between Compliance and the Front Office
• Built dashboards in Monday.com tracking onboarding velocity, creating transparency to the business and enabling key insights to identify and act on bottlenecks
• Developed and maintained data-driven reporting for senior stakeholders, translating onboarding trends into clear business recommendations

Key Account Manager at MarTrust (Part of the Marcura Group) (2023-01 – 2023-12)

Managed the commercial relationship for a portfolio of key customers, acting as the primary point of contact across Sales, Compliance and Product functions.

• Managed the commercial relationship for a portfolio of key customers, acting as the primary point of contact across Sales, Compliance and Product functions
• Owned the end-to-end new customer implementation process, receiving the handover from Sales, managing the ramp-up of seafarer adoption

Senior Client Service Account Manager at J.P. Morgan Chase & Co. (2015-05 – 2022-12)

Managed a portfolio of 5 key NBFI clients, all within the top 20 revenue earners for Payments in Europe. Served as trusted advisor and primary escalation point.

• Managed a portfolio of 5 key NBFI clients, all within the top 20 revenue earners for Payments in Europe. These included Asset Managers, Transfer Agents and Payment Service Providers
• Served as trusted advisor and primary escalation point, maintaining deep knowledge of each client's business model to deliver proactive service, issue resolution and market updates
• Identified and escalated client risk, resulting in reduced delays and failure of multimillion-dollar subscriptions and redemptions
• Coached all new staff members in Payments the EMEA region
• Designed and recorded the training material on cross-border payments which was used globally
• Built strong partnerships with internal stakeholders across Sales, Product, Operations and other lines of business to deliver joined-up client outcomes

Trade Support Analyst at J.P. Morgan Chase & Co. (2013-08 – 2015-05)

Managed settlement of Fixed Income and Equity trades, liaising daily with brokers and custodians to resolve issues within cut-off deadlines.

• Managed settlement of Fixed Income and Equity trades, liaising daily with brokers and custodians to resolve issues within cut-off deadlines
• Identified process improvement opportunities and led them through to completion; proactively closed control gaps in collaboration with management
• Coached new team members
• Assisted the team manager supervising the team

Client Service Officer at J.P. Morgan Chase & Co. (2011-06 – 2013-08)

Managed a portfolio of Financial Institution clients, handling complex queries and account maintenance across multicurrency accounts, bespoke billing structures and authorised signatory mandates.

• Managed a portfolio of Financial Institution clients, handling complex queries and account maintenance across multicurrency accounts, bespoke billing structures and authorised signatory mandates
• Acted as escalation point for Client Service Representatives and attended client visits with Sales, identifying product opportunities and deepening client relationships

Application Engineer at National Instruments (2009-01 – 2010-12)

Client Service Representative at J.P. Morgan (2006-01 – 2007-12)

BEng in Electronics, Control & Robotics – Bournemouth University (2007-2011)