Client Relationships Leader - LATAM

Overview + Primary Job Purpose:

The Client Relationship Lead (AML & Country Focus) is a pivotal role responsible for leading and overseeing the Client Relationship team in a specific country, with a strong focus on Anti-Money Laundering (AML) compliance, regulatory alignment, and local market adaptation. This role drives client satisfaction, retention, and AML due diligence by ensuring tailored service delivery aligned with both global strategy and local regulatory needs.

The Lead acts as a liaison between frontline teams, Compliance, Payment and Verification, and Regional Management to ensure a seamless, compliant, and client-centric operation. This includes coaching team members on local requirements, managing high-risk client profiles, and proactively improving internal processes to address compliance and performance gaps

 

You’ll be responsible for:

Leadership & Team Performance

• Lead and manage a team of Client Relationship Managers and Specialists in LATAM.
• Set clear performance goals and monitor KPIs such as SOF (Source of Funds), KYT (Know Your Transaction), client engagement metrics, and backlog resolution.
• Ensure full adherence to AML procedures and compliance protocols.
• Promote a culture of compliance, integrity, and high-performance within the team.

AML & Compliance Oversight

• Act as the first line of defense by identifying potential AML risks in the client base.
• Provide guidance and coaching to the team on AML-related red flags, escalation processes, and documentation standards.
• Collaborate closely with Compliance and AFC teams to resolve pending SOF/KYT issues and improve investigation efficiency.
• Monitor high-risk client cases, ensuring timely follow-up and accurate record keeping.
• Participate in internal audits and ensure team readiness for regulatory inspections or reviews.

Client Relationship & Local Ownership

• Serve as the local point of contact for escalated client cases requiring country-specific attention or compliance review.
• Lead initiatives to improve client experience while meeting local regulatory expectations.
• Coordinate with local Payment and Verification counsel and Compliance teams to implement changes in local laws or guidelines affecting client management.
• Support quarterly in-country client engagement activities to maintain high-touch relationships.

Strategy, Reporting & Process Improvement

• Track and report on AML KPIs, client retention and satisfaction, and backlog resolution (e.g., SOF, complaints).
• Identify bottlenecks and recommend process enhancements related to AML or local operations.
• Align CRM activities with country strategy and contribute to regional performance goals.
• Work closely with Data, BI, and Risk teams to improve reporting and decision-making accuracy.
  

Cross-functional Collaboration

• Partner with Payments and Verification, AFC, Customer Support, Commercial, and Operations teams for cohesive AML and client engagement delivery.
• Actively participate in policy updates, SOP reviews, and strategic planning discussions.
• Share feedback from clients and market trends to influence regional and global strategies.

 

We’re looking for someone that has: 

• Minimum 5 years of experience in client-facing roles within the financial services or fintech sector.
• Strong experience or working knowledge in AML, KYT, KYC, and regulatory compliance frameworks.
• Proven leadership skills and experience managing a team.
• High attention to detail with excellent risk awareness and ethical standards.
• Strong communication and stakeholder management abilities across various teams.
• Ability to work effectively in high-pressure, fast-paced environments.
• Fluency in English (both written and spoken); additional local language skills are an advantage.
• Proficiency in Salesforce, Tableau, and AML reporting systems.
• A Bachelor's degree is required (Payment and Verification,, Finance, or Business background preferred).
• Willingness to travel for business when necessary.