Client Services Senior Associate

Are you experienced within financial service and are passionate about risk management? Then you found the right position for you!

As a Client Services Senior Associate within the Payments Client Service team, you will support the EMEA/APAC Payments Client Service Advocacy & Governance agenda, with a primary focus on building and maturing a process mapping framework for critical and regulatory Client Service processes. You will partner closely with Client Service, Operations, Compliance/Legal, and Control Management to document end-to-end processes, identify control points, support risk transparency, and strengthen audit/exam readiness.

Job responsibilities

- Build and maintain end-to-end process maps for critical and regulatory Client Service processes, including interfaces with outsourced and dependent services (e.g., Payments Operations, Complaints Management).
- Develop and embed a consistent process mapping approach (standards, naming conventions, versioning, RACI/ownership, control points, evidence requirements).
- Use process maps to highlight risks, handoffs, failure points, and control gaps; partner with stakeholders to validate and improve accuracy.
- Support a sustainable “process inventory” and mapping cadence (updates aligned to change, incidents, audit feedback, regulatory needs).
- Partner with Client Service and to support root cause analysis and identify opportunities to improve processes and controls.
- Assist with tracking actions/deliverables to closure to ensure an effective, well-managed risk environment.
- Contribute to monthly governance content (process/control updates, themes, key metrics, escalations where required).
- Help develop and maintain materials to support audit/exam engagement (process narratives, supporting documentation, evidence libraries).
- Contribute to Client Service introduction materials and structured packs that explain process/control coverage clearly to reviewers.
- Analyze available data to produce meaningful management information that supports governance, process effectiveness, control health, and trend/thematic analysis.
- Support creation of concise summaries and executive-ready materials, with clear conclusions and recommended actions.

Required qualifications, capabilities, and skills

- Demonstrated experience in a banking/financial services environment in an operations, client service, governance, or controls-adjacent role.
- Strong analytical and logical mindset; able to break down complex processes, identify key risks/controls, and form clear conclusions.
- Proven experience building process maps and process documentation with strong attention to detail and quality standards.
- Strong written and verbal communication skills; comfortable engaging with stakeholders to validate facts and drive alignment.
- Strong organizational skills and ability to manage multiple priorities while meeting deadlines.

Preferred qualifications, capabilities, and skills

- Experience mapping critical and/or regulatory processes and linking process steps to risks, controls, and evidence.
- Experience with Signavio process mapping tool.
- Familiarity with data visualization / automation tools (e.g., Tableau, Alteryx, Xceptor).
- Experience supporting audit/exam readiness or governance routines (materials, evidence gathering, responses).