Customer Support & Onboarding Manager (FinTech | Ireland)
Our client, an established and rapidly scaling financial services organisation, is seeking a Customer Support & Onboarding Manager to lead their customer-facing operations as they transition from manual processes to a fully digital environment. This is a strategic, people‑leadership role where you’ll play a pivotal part in delivering seamless onboarding and exceptional support for both B2B and B2C customers — while ensuring full compliance with AML, KYC, and regulatory standards.
Key Responsibilities
Lead and develop the Customer Support and Onboarding teams, ensuring KPIs and SLAs are consistently achieved.
Drive the transition from manual to scalable, automated digital workflows across customer operations.
Partner with Product, Engineering, and Compliance teams to resolve issues and continuously improve processes.
Oversee AML/KYC processes, PEP & sanctions screening, and customer verification.
Manage relationships with outsourced vendors and key banking partners.
Use data insights to identify trends, improve workflows, and enhance the overall customer journey.
Champion a customer‑first culture, acting as the internal “Voice of the Customer.”
About You
Proven experience leading customer support and/or onboarding functions in a regulated financial services or fintech environment.
Deep understanding of AML/KYC and compliance requirements.
Experienced in managing outsourced vendors and ensuring operational excellence.
Strong analytical skills with proficiency in Excel and performance reporting.
Excellent communication, leadership, and coaching abilities.
Hands‑on experience implementing or using Salesforce is highly advantageous.
Professional certifications in compliance, AML, or operations are a plus.
Why Join?
There is a market leading compensation package on offer. You will also be joining an organisation at a transformative stage — one that values innovation, collaboration, and inclusivity. You’ll have the autonomy to lead change, shape strategy, and build scalable processes that redefine how customers interact with financial products and services.
If you are interested in finding out more, please reach out to Dylan directly at d.philpott@masonalexander.ie
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