Operations & Client Services Team Lead

Job Details:
Operations & Client Services Team Lead

Full details of the job.

Vacancy Name Operations & Client Services Team Lead

Vacancy No VN895

Work Location

• Lead the day-to-day delivery of Operations and Client Services activity, ensuring work is completed accurately, efficiently and in line with agreed service standards.
• Provide effective leadership, direction and support to the team, promoting accountability, collaboration and a high-performance culture.
• Oversee client servicing, transaction processing and operational controls to ensure compliance with internal procedures, regulatory requirements and local process documentation.
• Monitor workflow, quality and service outcomes, identifying trends, resolving issues and implementing improvements to enhance team performance.
• Act as a key point of escalation for complex operational, servicing and risk matters, ensuring issues are managed appropriately and escalated where required.
• Build strong relationships with customers, intermediaries and internal stakeholders, ensuring clear communication and a consistently high standard of service.
• Support wider business objectives by contributing to change initiatives, process improvements and other reasonable duties aligned to the role.

• Hold line management responsibility for the Operations and Client Services team, ensuring workloads, priorities and service standards are effectively managed.
• Lead, motivate and develop team members through clear direction, constructive feedback and ongoing coaching, fostering a culture of accountability and continuous improvement.
• Support the achievement of individual and team objectives, ensuring performance expectations are clear and development needs are identified and addressed.
• Build and maintain effective relationships with key stakeholders, ensuring collaboration, alignment and timely delivery of customer and business requirements.
• Promote high service standards across all activities, seeking feedback where appropriate and using insights to drive improvements in quality and efficiency.
• Represent the team professionally in internal and external interactions, acting as a credible point of contact for operational and service-related matters.
• Work collaboratively with colleagues across Guernsey and other jurisdictions to support consistent service delivery, effective controls and strong cross-functional working.

• Oversee customer operations activity, ensuring transactions, servicing requests and administrative tasks are completed accurately and in line with procedures, regulatory requirements and service level agreements.
• Support the team in managing complex cases, approvals and escalations, providing guidance to ensure timely and appropriate resolution.
• Maintain oversight of customer records, operational data and servicing activity to ensure accuracy, completeness and strong control standards.
• Ensure appropriate due diligence and servicing checks are completed for key customer transactions, including premium top-ups, increases, reinstatements and other servicing events.
• Act as a point of escalation for clients, intermediaries and internal stakeholders, ensuring communication is clear, professional and customer-focused.
• Oversee the completion of security calls, validation activity and other servicing controls where required.
• Support the effective delivery of operational outputs including payment activity, commission processes, tax-related administration and associated customer queries.

• Oversee the completion of AML file reviews for onboarding, trigger events, servicing events and scheduled reviews, ensuring work is completed in line with internal procedures and local process documentation.
• Provide support and guidance on more complex customer, corporate structure and due diligence matters, ensuring appropriate research, rationale and record keeping are maintained.
• Maintain oversight of customer risk assessments and risk profiling activity, ensuring decisions, evidence and escalation points are clearly documented.
• Ensure appropriate CDD and, where applicable, EDD measures are completed in line with…