Operations – Account Services Supervisor

The Account Services Supervisor is responsible for overseeing the daily operations of the account services team to ensure efficient, compliant, and customer-centric processing of all account types. This role supervises account services activities (e.g. account opening, account maintenance and account closing), maintains service level standards, ensures adherence to regulatory requirements, and supports system/process improvements. The ideal candidate also brings foundational knowledge in project management to support initiatives aimed at enhancing workflows, optimizing resources, and improving customer onboarding experiences.

Duties and Responsibilities

• Supervise and coordinate daily activities of the account services team, ensuring accuracy, compliance, and timely processing.
• Obtain necessary approvals in accordance with the bank’s procedures and policies.
• Manage multiple tasks, including account opening, maintenance and closure, account blocking/unblocking, online access granting, credit card issuing, returned mail processing and distribution, and mass mailing coordination.
• Adhere to service standards when executing all requests.
• Monitor KPIs and team performance, providing coaching, support, and training as needed.
• Serve as a point of escalation for complex or exception account services scenarios.
• Design and analyze department workflows to implement continuous improvements and greater efficiencies.
• Develop, implement, and monitor effective reporting tools created by Datawarehouse.
• Manage and produce various reports, including tax forms (W8s), Jira, missing documentation, fee exceptions, returned mail, suitability, and backup withholding taxes.
• Supervise items for attention on Netex and review discrepancy reports between BII X IIS (CDS Report Manager).
• Establish close partnerships with other areas of the bank to ensure timely and flawless completion of sales/client-related transactions and requests.
• Develop, manage, and maintain policies and procedures, properly documenting them in appropriate forums.
• Lead the department in adherence to company values, sound people management practices, and HR policies, fostering high performance and employee engagement.
• Perform investigations to address inquiries from internal and external clients.
• Maintain and support core systems, report systems, data updates, and workflows as needed.
• Collaborate with other areas of the bank to resolve pending documentation issues in a timely manner.
• Support new system development projects and conversions.
• Handle requests from regulators, internal and external auditors.
• Ensure compliance with Anti-Money Laundering and Bank Secrecy Act principles, laws, rules, regulations, and bank’s related policies.
• Work with Compliance, Legal, and Risk teams to ensure alignment with regulatory and internal policies.
• Regularly review and update account opening procedures for efficiency and compliance.
• Participate in system enhancements and UAT related to account onboarding platforms.
• Support and/or lead projects focused on improving account opening processes, digitalization, and customer experience.
• Collaborate cross-functionally to gather requirements, track progress, and ensure timely delivery of onboarding-related project milestones.
• Contribute to project documentation, process mapping, and post-implementation review for continuous improvement.
• Ensure adherence to audit and quality control measures, proactively addressing any gaps.

 Qualifications

• Minimum 5 years’ experience in client service, operations or private client relationship management support in a bank and/or broker-dealer environment.
• 1–2 years in a supervisory or team/project lead role.
• Bachelor’s degree in business administration or related field.
• Series 99 required.  
• Knowledge of BSA / AML/KYC, federal and state banking regulations / FATCA. 
• Successful track record managing, coaching, and developing teams.
• Ability to communicate effectively, clearly, and persuasively in both verbal and written communications.
• Proven ability managing multiple account documentation tasks in a fast-paced, multi-function environment.
• Superior time management skills.
• Proven track record implementing process improvements on a consistent basis.
• Successful management of internal/ external relationships across multiple functional areas and ability to establish strong working partnerships.
• Capacity to work effectively in an environment with shifting priorities and rapid changes.
• Exceptional ability to apply logic and sound judgment in identifying, gathering, and analyzing data.
• Demonstrated ability to manage multiple projects simultaneously with a high degree of efficiency and timeliness.
• Strong problem-solving skills with the ability to exercise mature judgment.
• Advanced knowledge of MS Excel.
• Fluency in English (Portuguese and/or Spanish is a plus).
• Superior leadership and communication skills.

Preferred Skills:

• Project coordination experience in a financial services environment.
• Process improvement mindset; Lean or Six Sigma certification is a plus.
• Ability to manage competing priorities.
• Certifications and/or Familiarity with project management principles, methodologies (e.g., Agile, SCRUM), and tools (e.g., JIRA) a plus.