Customer Success and Onboarding Executive

About Wio Bank

Wio Bank is a distinctive digital banking platform reshaping how personal and business banking works across the MENA region. The company focuses on modern, personalised financial tools designed to help customers spend, save, and plan with greater ease.

Role Overview

The Customer Success & Onboarding Executive will join the Healthcare & Education team and take ownership of the customer journey from account application through to successful onboarding, activation, and funding. This position is highly operational and hands-on, with a strong focus on clearing blockers, coordinating across teams, and improving the onboarding experience.

This role is different from a standard customer service position. It requires close collaboration with customers and internal departments to troubleshoot issues, speed up approvals, and continuously refine how onboarding is delivered.

Key Responsibilities

• Manage the full onboarding flow, starting from application submission and continuing through account opening and funding completion.
• Track and progress a portfolio of SME applications, ensuring customers and internal teams receive timely follow-ups.
• Partner with onboarding, compliance, credit, operations, and product teams to remove obstacles and help move applications forward faster.
• Develop strong, trust-based relationships with customers throughout onboarding and deliver a smooth experience from the outset.
• Spot process delays and suggest practical improvements to customer journeys and onboarding workflows.
• Keep application records accurate and make sure communication with customers and partners happens on time.
• Assist with partner onboarding initiatives across the Healthcare and Education sectors.

What We’re Looking For

• Background in customer onboarding, customer success, or SME relationship management.
• Prior experience in fintech, digital banking, payments, or SME banking is an advantage.
• A strong sense of ownership and accountability for outcomes.
• Comfort working in a fast-moving environment where processes are still being refined.
• Excellent organization skills, strong attention to detail, and the ability to juggle several priorities at once.
• Clear communication skills and the ability to manage stakeholders effectively.

Success Measures

Performance in this role will be evaluated based on:

• Account opening turnaround time
• Application approval rate
• Customer activation
• Partner experience
• Customer satisfaction
• Ongoing improvement of onboarding processes

Why Join Wio

You will be part of a high-performing team building one of the UAE’s leading digital banks for businesses. The role offers real ownership, close exposure to decision-makers, and the chance to influence how customers are served. As the Healthcare & Education segments grow, you will help shape and improve the onboarding journey rather than simply follow an existing one.

If you enjoy solving problems, improving processes, and delivering excellent customer experiences, this opportunity is a strong fit.