Operations and Client Services Technician

ROLE PURPOSE

Apply your industry experience and expertise in financial services to gain a thorough understanding of the company’s business objectives and the specific activities it undertakes. Conduct Anti‑Money Laundering (AML) reviews, Customer Risk Assessments (CRA), Customer Due Diligence (CDD), and Enhanced Due Diligence (EDD) with accuracy, ensuring all processes adhere to internal procedures and local process documentation. Ensure ongoing compliance with legal, audit, and AML requirements by carrying out periodic due diligence reviews as required by servicing events. Monitor and identify quality trends and recurring issues at both individual and team levels, providing actionable feedback to contribute to continuous improvement efforts. Log risks and issues using the risk reporting tool, ensuring alignment with internal requirements. Engage in clear and professional communication with customers, intermediaries, and internal stakeholders both by telephone and email. Support wider business objectives by contributing to change initiatives, process improvements and other reasonable duties aligned to the role.

Responsibilities

• COLLABORATION & TEAMWORK: Work collaboratively with operational reviewers, team leaders, and managers across multiple jurisdictions to support a consistent, high quality AML review process. Contribute to a highly supportive and collaborative team culture characterised by strong communication and shared responsibility for quality outcomes. Support the wider Unit‑Linked Operations department as required.
• CUSTOMER OPERATIONS: Create and maintain operational processes and procedures, ensuring they are reviewed and enhanced when required. Input and approve client transaction requests in line with procedures, regulatory requirements and service level agreements (SLAs). Update customer records and data where appropriate, liaising with operational teams as required. Ensure CDD received meets our regulatory requirements for premium Top ups, Increases and reinstatements. Liaise with clients and their financial representatives either in writing or over the phone. Perform video calls and security calls where necessary. Assist with preparation of surrender payments and the weekly commission run. Assist with the checking of client UK tax certificates and queries.
• ADMINISTRATION & FILE REVIEWS: Complete AML file reviews for onboarding, trigger/servicing events and scheduled/periodic reviews, using internal systems, screening tools and supplied/existing customer documentation in line with internal procedures and local process documents. Review and analyse complex corporate structures, completing relevant research and documenting findings. Complete and/or approve Customer Risk Assessments (CRA) and risk profiles, ensuring outcomes, rationale and supporting evidence are clearly documented and escalated to line or senior management where required. Ensure appropriate Customer Due Diligence (CDD) and, where applicable, Enhanced Due Diligence (EDD) measures are completed in line with the customer risk rating and internal AML requirements. Maintain compliance with legal, audit and AML requirements, completing ongoing and periodic due diligence reviews within required timescales and retaining an appropriate audit trail of checks performed and decisions made. Escalate AML evidence, data or documentation gaps (including CDD/EDD items) to the appropriate teams, tracking actions to resolution and updating systems/records accordingly.
• PROJECTS: Participate in projects and assist with system development and testing, ensuring operational procedures are updated synonymously to promote team efficiencies. Communicate effectively with project sponsors / team members as required on progress and advising of any concerns, delays if they arise.
• TRAINING & DEVELOPMENT: Maintain a positive and ethical work environment that supports engagement and performance. Proactively maintain knowledge of industry themes and good practice across relevant disciplines. Maintain and develop personal knowledge and skills in line with current and future business requirements. Complete all mandatory training within required timescales.
• RISK & AUDIT: Assess operational risks associated with day‑day activities and implement mitigating controls where necessary. Ensure operational risk events are reported promptly and that associated actions are completed within agreed timelines. Contribute to a culture of risk awareness and high standards of corporate governance.
• CULTURE: Act as a role model by demonstrating the expected behaviours and culture across the organisation. Promote company strategy and commercial decisions in a proactive and positive manner. Lead by example, motivating others and supporting change across the organisation.

Key Requirements

• Confident and professional, with strong communication and presentation skills.
• Exceptional attention to detail, with a consistent track record of accurate delivery.
• Strong time management, organisational and prioritisation skills.
• Results‑focused, with the resilience to manage high volumes of work and meet tight deadlines.
• Proactive and self‑motivated, with the ability to work independently and collaboratively within a wider team.
• Demonstrates a continuous improvement mindset, with a focus on enhancing ways of working.
• Builds effective working relationships across teams, levels and regions.
• Clear and effective communicator, with strong analytical and problem‑solving skills.
• Uses initiative to identify opportunities to streamline processes and improve efficiency.
• Professional and client‑focused, with a strong commitment to delivering a high‑quality service.
• Adaptable and keen to learn, with the ability to quickly develop proficiency in internal systems.

Skills & Experience

• Proven experience within the finance industry, with strong operational and client servicing knowledge.
• Strong IT skills, with good experience using Microsoft applications, particularly Excel and Word.
• Good understanding of relevant regulatory and operational control requirements.
• Strong communication skills, with the ability to influence stakeholders and deliver clear, constructive feedback.