Manager - Operations

Role & responsibilities:

Lead day-to-day delivery and continuous improvement across Money Movement, Client Onboarding and Quality Control.

The Manager is accountable for service levels, accuracy, risk controls and a strong client and advisor experience, while building capable teams and using operational data to guide decisions.

Key responsibilities:

- Lead and develop a multi-level operations team of 30+ employees, including team leads and specialists; set clear goals, coach performance, build succession depth and maintain engagement and accountability.

- Oversee end-to-end Account Operation activities, including transaction review, processing controls, exception management, timely escalation and completion within established procedures and service commitments.

- Manage Client Onboarding workflows from intake and document review through data validation, good-order checks, internal approvals, custodian submission, status tracking and advisor communication.

- Own the Quality Control program: risk-based and proactive audits, workflow and exception-report reviews, defect identification, timely feedback, corrective action tracking and validation of sustained improvements.

- Monitor service levels, accuracy, volumes, aging, defects, rework and staffing capacity.

- Use Power BI or comparable analytical and visualization tools to build clear reporting, identify trends and support data-informed decisions.

- Conduct root-cause analysis for recurring errors, service misses and operational risk events; partner with teams to implement practical corrective and preventive actions.

- Serve as an effective point of contact for internal stakeholders and, where applicable, clients and advisors; communicate operational risks, priorities, decisions and performance clearly and promptly.

- Support process standardization, documentation, training, automation and appropriate use of digital and AI-enabled tools to improve efficiency, accuracy and control.

- Ensure team adherence to documented procedures, quality standards, data privacy requirements and applicable business controls; maintain audit-ready records and escalate material risks through the appropriate channels.

- Coordinate capacity planning, coverage, cross-training and change readiness to sustain service during volume fluctuations, new work, system changes and business transitions.

Preferred candidate profile:

- 10+ Years of experience in financial services or wealth management operations, with direct responsibility across Money Movement, onboarding/account administration, KYC or quality/audit work.

- Proven people-management experience leading teams of 30 or more, with examples of coaching managers or team leads, managing performance and developing talent.

- Comfortable working in Night Shift.

- Working experience with Power BI or comparable business intelligence, reporting or analytical tools; ability to interpret operational data and present findings in a clear, decision-ready way.

- Sound understanding of operational controls, quality review, exception handling, root-cause analysis and service-level management.

- Excellent written and verbal communication skills, including the ability to communicate with senior leaders, cross-functional partners and distributed teams.

- Strong planning, prioritization and organizational skills, with attention to detail and the ability to make sound decisions in a time-sensitive environment.

- Experience leading more than one operations function or managing a multi-layered team in a regulated or control-focused environment.

- Exposure to workflow automation, process redesign, generative AI or productivity tools such as Microsoft Copilot or ChatGPT, with sound judgment about validation, confidentiality and appropriate use.

- Training or certification in data analytics, business intelligence, Lean, quality management, AI or a related discipline.

Leadership competencies:

- People leadership and coaching | Clear communication | Analytical judgment | Risk and control ownership | Client focus | Collaboration | Change leadership | Continuous improvement

What we offer:

- A growth-oriented culture that supports personal and professional development.

- An opportunity to work with a dynamic, ambitious and international team in a collaborative environment