Client Services Manager

CLIENT SERVICES MANAGER | TENET ORGANIZATION LTD.

Join the Future of Finance at Tenet

We are a regulated digital banking platform licensed by the Cayman Islands Monetary Authority (CIMA), providing a premier banking solution for the global technology ecosystem. By leveraging our team’s extensive experience in technology and finance, we aim to deliver an elegant financial platform that allows our clients to minimize the administrative burden of managing their capital accounts so they can focus on the success of their business.

As Tenet continues to grow, we’re strengthening our client services function and looking for a Client Services Manager to lead efforts in client engagement, onboarding, and long-term relationship development.

WHY THIS ROLE IS EXCITING

The Client Services Manager will operationalise and oversee Tenet’s client engagement and onboarding functions, driving operational excellence through AI-enabled tools and automation. This role is responsible for supervising and optimizing digital onboarding workflows, ensuring regulatory compliance in a rapidly evolving landscape, and championing continuous improvement across client-facing operations. The successful candidate will possess deep technical fluency, a bias for innovation, and proven experience operating teams through change in high-growth, tech-enabled environments. Cross-functional collaboration and the ability to translate client insights into actionable product and service enhancements are essential.

In addition to client-facing responsibilities, the Client Services Manager will assist with leading the onboarding function, providing coaching, performance feedback, and support to help team members grow and deliver consistent, high-quality service. The role also supports management reporting by enhancing KPI visibility through the use of dashboards and automated data workflows, enabling real-time insights and continuous performance optimization.

WHAT YOU’LL DO

Client Onboarding & Relationship Management

• Support the delivery of a seamless, technology-enabled digital onboarding experience by contributing to implementation efforts, workflow optimization, and client satisfaction across the Client Services function.
• Serve as the primary point of contact during onboarding, managing escalations and ensuring timely resolution of client needs through tech enabled workflows.
• Present qualified business prospects to the New Business Committee, supporting strategic growth initiatives with data-backed insights.
• Proactively assess client risk, ensuring timely completion of periodic reviews and resolution of KYC/AML gaps in line with regulatory standards.

Due Diligence & Compliance Support

• Conduct investigations and transaction reviews using proprietary systems and AI-assisted analytics as part of Customer Due Diligence (CDD).
• Perform triggering event reviews, including organizational mapping and name screening of individuals/entities.
• Prepare Suspicious Activity Reports (SARs) for submission to the Money Laundering Reporting Officer (MLRO).
• Ensure full adherence to compliance obligations, including AML/CFT/PF training and alignment with Board and CIMA policies, while identifying opportunities to streamline compliance procedures.

Team Leadership & Internal Collaboration

• Coach and support junior team members, fostering a collaborative and performance-driven environment focused on innovation and growth
• Prepare internal reports, including onboarding KPIs and client feedback, using dashboards and automated reporting tools for Senior Management review.
• Actively participate in cross-functional projects and initiatives to enhance client services and operational efficiency through technology and process optimization.

Technology & Process Optimization

• Ensure client interactions are accurately documented in Tenet’s internal systems, supporting data integrity, and workflow visibility.
• Liaise with the Research and Development Team to relay client feedback and contribute to iterative service enhancements.
• Draft, review, and update procedures for the Client Services team to support process consistency and standardization
• Oversee multiple AI agent workstreams with precision, ensuring all outputs align with Tenet’s policies and procedures, requiring exquisite attention to detail and a strong commitment to compliance and quality standards.

Operational Excellence

• Ensure that all client requests are handled in accordance with the Bank’s policies and procedures, leveraging automation to improve turnaround times.
• Escalate client needs and identify process gaps, recommending opportunities for improvement and the implementation of AI-powered solutions.
• Champion a culture of open communication, accountability, and client-centric service delivery, with a focus on measurable outcomes and innovation.

Written Communication & Documentation

• Demonstrate strong written communication and documentation skills, producing clear, structured, and compliant internal materials.
• Contribute to Tenet’s collective knowledge base by recording key processes, insights, and learnings in approved systems.
• Ensure documentation supports both human and system understanding, enabling consistency, compliance, and operational learning across the organization.
• Collaborate with colleagues to refine and maintain procedural content, aligning documentation with Tenet’s governance, compliance standards, and shared taxonomies.
• Ensure written contributions meet clarity and usability standards, enabling both human users and Tenet’s AI Agents to interpret and apply the information effectively.

WHAT MAKES YOU A GREAT FIT

• Bachelor’s Degree in Business, Finance or relevant work experience
• Completed Anti-Money Laundering certification either (CAMS or relevant qualification)
• Completion of a post-secondary professional designation would be considered an asset (CPA, CFA, TEP, etc.)
• 5+ years of professional experience in the financial industry
• 2+ years of banking experience
• Demonstrated ability to think critically and solve complex problems in fast-paced, tech-enabled environments.
• Exceptional written communication skills and can craft clear, concise messages tailored to different audiences.
• Familiarity with crypto and digital asset infrastructure is essential to ensure robust compliance with evolving regulatory standards, particularly in relation to transaction monitoring, custody, and client onboarding in a Web3 context.
• Strong knowledge of Basel II and Basel III standard
• Excellent interpersonal skills
• An ability to build long lasting and mutually beneficial client relationships
• A proactive mindset with a bias for innovation, regularly suggesting innovative ideas, process improvements, and automation opportunities to meet evolving client needs.
• A high degree of risk awareness and compliance orientation, with a commitment to maintaining regulatory integrity.