Client Services Manager

About the role

The Customer Support Manager leads the Customer Support Department, ensuring exceptional service delivery while maintaining compliance with internal policies and regulatory requirements. This role oversees daily operations, client onboarding, KYC/AML processes, payment operations, and the resolution of escalated client matters.

Key responsibilities

• Lead, mentor, coach and develop the Customer Support team to foster a high‑performance, customer‑centric culture.
• Recruit, onboard, train and evaluate team members, managing performance and continuous development.
• Oversee day‑to‑day department operations, ensuring service quality, efficiency and adherence to SLAs.
• Manage complex client inquiries, complaints and escalations, guaranteeing timely professional resolution.
• Supervise support across phone, email, live chat, WhatsApp and CRM platforms.
• Direct onboarding for individual and corporate clients, ensuring accuracy and regulatory compliance.
• Oversee KYC and AML reviews, including CDD, EDD, sanctions screening and ongoing monitoring.
• Prepare and submit regulatory reports and questionnaires to authorities.
• Coordinate payment operations such as deposits, withdrawals, investigations and reconciliation with Finance and Operations.
• Collaborate with Compliance, Finance, Dealing, IT and other departments to resolve operational and client issues.
• Develop, maintain and enforce SOPs, monitor KPIs and produce regular performance reports.
• Conduct quality assurance reviews and provide coaching to maintain high service standards.

Required profile

• Proven experience leading a customer support or client services team.
• Strong knowledge of KYC, AML, CDD, EDD and sanctions screening processes.
• Familiarity with regulatory reporting requirements in the financial sector.
• Experience managing payment operations and reconciliation processes.
• Excellent communication and stakeholder management skills.
• Ability to develop SOPs, monitor metrics and drive continuous improvement.

Required skills

• CRM platforms
• KYC/AML processes
• Payment operations and reconciliation
• Regulatory reporting