Customer Support Manager (VAC-A3051)

Job description

Our client, an FX Trading Company, based in Limassol, is looking for a highly skilled and proactive Customer Support Manager to lead their global teams, manage client onboarding and support, and ensure compliance with regulatory requirements. This role involves overseeing daily operations, training team members, and collaborating with relevant department to address client any inquires. The ideal candidate will have a strong understanding of AML/KYC regulations, excellent leadership skills, and a commitment to delivering high-quality customer service.

Job Duties

• Client Due Diligence: Conduct comprehensive due diligence, including identity verification and background checks, for new and existing clients to ensure compliance with KYC and AML regulations.
  
  Account Management: Oversee the opening, closure, and modification of client accounts, ensuring that documentation is complete, accurate, and authentic.
  
  Ongoing Monitoring: Perform regular monitoring of client accounts and transactions to identify and escalate suspicious activities in a timely manner.
  
  Documentation Review: Review and analyze client documentation for accuracy and compliance with regulatory standards.
  
  KYC Records Maintenance: Maintain accurate and up-to-date KYC records in line with industry regulations and internal policies.
  
  Team Oversight & Global Coordination: Lead and supervise global KYC and customer support teams, ensuring adherence to policies, procedures, and service level agreements (SLAs). Coordinate cross-team operations to ensure smooth workflows across regions.
  
  Training & Development: Develop training programs and provide guidance to team members, ensuring they are equipped with up-to-date knowledge of KYC procedures, AML regulations, and best practices.
  
  Complaint Management: Maintain a detailed log of client complaints and collaborate with the Head of Compliance to address and resolve issues promptly.
  
  Daily Operations: Manage daily monetary routines, including processing client deposits and withdrawal requests, verifying payments, and ensuring compliance with AML regulations.
  
  Reporting: Prepare and present regular performance reports to senior management, highlighting team achievements, areas for improvement, and compliance metrics.
  
  Cross-Department Collaboration: Work closely with other departments to ensure a smooth onboarding experience for new clients and maintain efficient client support services.
  
  External Liaison: Liaise with external payment processors and banks to resolve transaction issues and disputes when necessary.
  
  Reconciliation: Prepare and review daily reconciliation reports, ensuring accuracy in client transaction records.
  
  
  

Job Requirements

3-4 years of experience in KYC, AML, or client onboarding within the financial services or fintech industry.

Experience in a managerial or supervisory role is highly desirable.

Bachelor’s degree in finance, Business Administration, or a related field.

Relevant certifications in AML/KYC (e.g., CAMS, ICA) are a plus.

Strong knowledge of AML regulations, KYC processes, and industry best practices.

Excellent leadership and team management skills.

Strong analytical skills and attention to detail.

Outstanding communication skills, with the ability to explain complex regulatory requirements clearly.

Ability to work effectively both independently and as part of a global team.

Proficiency in using KYC software and related tools.

Candidate must be based in Limassol

Fluency in English, both verbal and written; additional languages will be considered an advantage.

Working Hours:

Monday – Friday, 9am – 6pm (onsite)

Job Benefits

Competitive salary and benefits package.

Opportunities for career growth and professional development.

A collaborative and supportive work environment.

The chance to work in a dynamic and rapidly growing company.

TO APPLY for this job opportunity, send your CV (in English please) and include the reference: Customer Support Manager - VAC-A3051. We look forward to hearing from you!