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 

#LI-LL1 

#LI-Hybrid

• Bachelor’s degree (or equivalent) in a relevant field

knowledge, skills and experience:

• Strong working knowledge of AML/KYC frameworks and client lifecycle management 
• Experience managing complex CDD/KYC cases across multiple jurisdictions 
• Good understanding of risk indicators including PEPs, sanctions, and adverse media 
• Proven ability to manage and develop junior team members 
• Strong organisational skills with the ability to coordinate team workloads effectively 
• Comfortable balancing personal delivery with management responsibilities 
• Strong focus on quality, accuracy, and control 
• Ability to manage high-volume workflows and competing priorities 
• Experience working against SLAs and performance targets 
• Strong interpersonal and communication skills 
• Ability to engage with stakeholders across multiple regions and functions 
• Confident in providing updates, challenge, and escalation where required 

All staff are expected to embody our core values that underpin everything that we do and that reflect the skills and behaviours we all need to be successful. These are:

• We are CLIENT CENTRIC – Clients are at the centre of our world, and we’re committed to providing expertise and specialist solutions to meet their most complex challenges.
• We are AMBITIOUS – We aim high. We think and act globally, seizing every opportunity to delight our clients and support our colleagues - wherever in the world they may be.
• We are AGILE – We act on our initiative to get things done for our clients. Our independence gives us the flexibility and freedom to keep things simple, efficient and effective.
• We are COLLABORATIVE – With a curious mindset, we ask the right questions to get to the right solution, for our clients faster. We collaborate to win together and share our successes.
• We are ETHICAL – We behave with integrity at all times and assume positive intent, building trust through responsible actions and honest relationships.
  Equal Opportunities for Everyone

Please let us know if there’s anything we can do to make the process easier for you. You can reach us at [email protected].

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.