Client Operations Manager

About the role

The Client Operations Manager leads the Client Operations team, ensuring efficient, compliant, and customer‑focused services. This senior role acts as the escalation point for complex client matters and drives continuous improvement across operational processes.

Key responsibilities

• Lead, coach and develop the Client Operations team, set objectives and manage performance.
• Handle complex client queries, complaints and service escalations, ensuring fair and timely resolution.
• Act as the Bank's Consumer Duty expert, promoting good customer outcomes and monitoring compliance.
• Own complex CDD and KYC cases, strengthen complaint management and support vulnerable customers.
• Drive process optimisation, enhance controls, support automation and represent Operations in strategic change programmes.

Required profile

• Significant experience in banking operations, client services or operational management.
• Previous people‑management experience, including coaching and performance management.
• Strong understanding of retail and corporate banking processes, CDD/KYC, AML and Consumer Duty requirements.
• Experience managing complex client escalations and delivering process‑improvement initiatives.

Required skills

• Leadership and people‑management capabilities.
• Stakeholder management and influencing skills.
• Analytical and problem‑solving abilities.
• Process improvement and change‑management expertise.
• Excellent verbal and written communication in English; Spanish is a plus.