Client Operations Manager

Gibraltar·GibraltarRemotemid

OperationsOperations Manager

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Quick Summary

Key Responsibilities

Lead, coach and develop the Client Operations team. Set objectives, manage performance,

Requirements Summary

Act as the escalation point for complex client queries, complaints and service matters. Ensure issues are resolved effectively,

Technical Tools

OperationsOperations Manager

Who We Are

Moneycorp powers global payments for corporates, institutions and high net worth individuals, combining worldwide reach with local expertise. With over 45 years of market experience, two banking licences and offices in 11 countries, our technology delivers 24/7 accessibility, while our people deliver award-winning service. In 2024, we supported £79bn+ of international payments, reaching 190 countries in 130 currencies. Our 32k+ corporate clients benefit from our regulatory resilience with 63+ permissions globally, access to major payment rails, and proprietary technology.

Moneycorp is a place where energy, commitment to our shared success, and collaboration are core to our values. We’re restless in our drive to surpass the expectations of our customers and unlock opportunities to support them at every stage of their journey. The foundation of our success is our people, and nurturing a culture of belonging for all our colleagues is central to our journey as a global business.

Your Next Challenge

The Client Operations Manager is responsible for leading the Client Operations team and ensuring the delivery of efficient, compliant and customer-focused operational services. The role acts as a senior escalation point for complex client matters, drives continuous improvement across operational processes, and promotes positive customer outcomes through effective application of Consumer Duty principles.

Key Responsibilities

Leadership & Team Management: Lead, coach and develop the Client Operations team. Set objectives, manage performance, support professional development and ensure the team is appropriately resourced to meet operational and regulatory requirements.
Client Service & Escalations: Act as the escalation point for complex client queries, complaints and service matters. Ensure issues are resolved effectively, fairly and within agreed service standards whilst identifying opportunities to improve the overall client experience.
Consumer Duty & Customer Outcomes: Act as the Bank's Consumer Duty expert. Promote good customer outcomes across operational processes, provide guidance to stakeholders, and support ongoing monitoring, reporting and enhancement of Consumer Duty compliance.
CDD, Complaints & Vulnerable Customers: Take ownership of the most complex CDD and KYC cases. Coordinate initiatives to strengthen complaint management processes and the identification and support of vulnerable customers, ensuring compliance with regulatory expectations.
Operational Excellence & Strategic Change: Drive process optimisation across Front Office and Back Office functions. Identify efficiency opportunities, enhance controls, support automation and operational improvement initiatives, and represent Operations in Group projects and strategic change programmes.

What we’re looking for / Skills that will help you in the role

Knowledge and Experience:

Significant experience within banking operations, client services or operational management.
Previous people management experience, including coaching, performance management and team development.
Strong understanding of retail and corporate banking operational processes.
Experience managing complex client queries and escalations.
Strong understanding of Customer Due Diligence (CDD), KYC and AML requirements.
Experience overseeing complaint handling processes and customer outcome frameworks.
Sound knowledge of Consumer Duty requirements and their practical application.
Experience delivering process improvement, operational change or transformation initiatives.
Experience working with multiple stakeholders across operational, risk, compliance and commercial functions.

Skills:

Strong leadership and people management skills.
Excellent stakeholder management and influencing capabilities.
Strong analytical and problem-solving skills.
Process improvement and change management capability.
Excellent verbal and written communication skills.
Ability to make balanced risk-based decisions.
Strong organisational and prioritisation skills.
Ability to work effectively under pressure and manage competing priorities.

Education:

Degree level qualification or equivalent professional experience preferred.
Professional banking, compliance or operational qualifications would be advantageous.

Languages:

Fluent English, both written and verbal.
Spanish language skills are preferred.

Interested?

If the role sounds like you, we invite you to upload a copy of your CV by clicking on the Apply button.

Start Date: ASAP

Please note: This is position is full-time, permanent role where the successful candidate will work on a hybrid working model in our Gibraltar office.

For company news, announcements and market insights, visit our News Hub.

You can also find Moneycorp on Facebook, Twitter UK, Twitter Americas, Instagram, LinkedIn, where you can discover how we are leading the way in global payments and currency risk management.

Fostering a culture of belonging and inclusivity

We're committed to creating a workplace where every individual feels valued, respected, and included. As an Equal Opportunity Employer, we actively cultivate an inclusive culture where diversity thrives, and we empower our colleagues to drive meaningful change within our organisation through initiatives like our DE&I focus groups and value champion network.

Like many of our peers, we recognise that fostering inclusivity is an ongoing journey, and we remain steadfast in our commitment to progress. By measuring our efforts through regular assessments and listening to the feedback of our employees, we strive to ensure that our initiatives are impactful and responsive to the evolving needs of our workforce.

Together, we want to build a workplace where everyone can bring their authentic selves to work, as we believe this is the foundation of innovation, creativity, and collective success.