Fintech (Onboarding Ops)

Outcome (8 weeks): New-customer onboarding cycle time cut 9.8 → 5.6 days; rework −27%; escalations −38%.


Engagement: 60-Day Ops Reset, ~12 hrs/week, hybrid (remote + 2 onsite working sessions).

Results (by week 8)

  • Cycle time (median): 9.8 → 5.6 days (−43%)

  • % over SLA (7d): 48% → 17%

  • Rework: −27% (fewer returns from Integrations/QA)

  • Escalations: −38% (from Sales & executive team)

  • CSAT (post-onboarding): +8 points; response rate +5%

What changed day-to-day:

  • PMs started with a complete DoR packet; Integrations could begin in ≤15 minutes without chasing info

  • Updates linked to a source (runbook/Confluence page), improving traceability

  • Leaders steered with a single weekly page—less “status theater,” more decisions

Starting point

  • Onboarding SLA: 7 business days for “standard” customers; median was 9.8

  • Work ping-ponging between Sales → Onboarding → Integrations (requirements unclear)

  • Definition of Ready (DoR) didn’t exist; intake quality uneven

  • Status meetings long, no one-page view of age, rework, or blockers

Company snapshot

  • Fintech SaaS, Series C, ~200 employees, regulated customers (banks & lenders)

  • Stack: Salesforce, Jira, Confluence, Gong, Google Drive

  • Team: 10 in Onboarding (PMs + Solutions), 6 in Integrations Eng, shared QA