Client Operations Manager

Purpose of the role:

The Client Operations Manager is responsible for overseeing the delivery of Client Due Diligence (CDD), Know Your Customer (KYC), periodic reviews, and project-related activities across an assigned region in the Group. 

The role combines hands-on production with day-to-day management of two analysts, ensuring work queues are effectively prioritised, delivered to a high standard, and aligned with Group policies and regulatory requirements. 

Acting as a key point of coordination between regional stakeholders and the wider Client Excellence Team (CET), the role ensures consistent execution, strong operational discipline, and continuous improvement across KYC processes. 

Through leadership, oversight, and technical expertise, the role supports a scalable, efficient, and risk-aware client lifecycle management framework.

Main responsibilities 

• Provide day-to-day management, oversight, and support to more junior analysts 
• Allocate and prioritise work across the analyst queues to ensure optimal delivery 
• Review output to ensure accuracy, completeness, and adherence to quality standards 
• Coach and develop team members, providing feedback and technical guidance 
• Act as first point of escalation for complex cases and queries 
• Execute CDD and KYC processes for new client onboardings, periodic reviews, and trigger events 
• Work allocated queues across three Americas offices, ensuring tasks are completed within agreed SLAs and quality standards 
• Perform customer due diligence, including identification, verification of clients and related parties 
• Complete periodic and event-driven reviews in line with regulatory and internal policy requirements Ensure all activities are completed in accordance with AML/KYC policies, procedures, and regulatory expectations 
• Maintain accurate and complete client records and documentation 
• Identify and flag potential risks, inconsistencies, or control gaps 
• Monitor and manage team capacity, workflow, and pipeline volumes across multiple jurisdictions and service lines 
• Drive accountability for meeting productivity and quality targets 
• Provide regular updates on progress, risks, and backlog status 
• Ensure all activities align with AML/KYC policies and regulatory expectations 
• Prioritise tasks based on risk, deadlines, and business needs 
• Maintain clear and timely updates within workflow systems 
• Act as key contact for stakeholders and internal clients 
• Respond to queries and provide updates on case status 
• Support alignment between regional execution and Group standards 

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