Operations Director Client Operations & KYC

We are seeking an experienced and strategic Operations Director to lead a key operational areas within Société Générale Global Solution Centre (SG GSC). This role is responsible for overseeing the delivery of KYC and non-KYC services across multiple Société Générale Group entities, ensuring operational excellence, regulatory compliance, client satisfaction, process transformation and financial management.

As a senior leader, you will drive the execution of the Client Operations & KYC strategy, lead transformation and innovation initiatives, manage senior stakeholder relationships, and develop high-performing teams in a complex international environment. You will play a critical role in supporting the Group's Know Your Customer (KYC) and Anti-Money Laundering (AML) objectives while contributing to the expansion and evolution of the Client Operations & KYC service offer.

About Client Operations & KYC

• As part of Société Générale Group's global KYC transformation program, the Client

• Operations & KYC department provides centralized middle/back-oice services dedicated

  to customer due diligence and client file reviews across multiple Group entities.

• The department supports the Group's regulatory obligations regarding Know Your

• Customer (KYC), Anti-Money Laundering (AML), and Financial Crime Compliance while

  delivering high-quality services to internal stakeholders worldwide.

• Key Responsibilities

1. Operational Leadership

• Lead and manage the assigned Client Operations & KYC organization in alignment

  with SG GSC and Group strategic objectives.

• Define operational goals, priorities, and performance targets for the teams under

  management (SGRF, Private Banking).

• Ensure the achievement of Service Level Agreements (SLAs), quality standards, and

  operational KPIs.

• Plan resources and manage workload allocation to ensure optimal team

  performance and balanced capacity utilization.

• Oversee day-to-day operations and ensure eective execution of business

  activities.

• Act as the senior escalation point for complex operational issues and client-related

  matters.

• Provide guidance and support in handling highly sensitive or complex cases.

• Monitor team performance and implement action plans to drive continuous

  improvement.

• Identify, assess, mitigate, and report operational risks.

• Lead regular governance and operational review meetings with stakeholders and

  clients ensuring a high NPS result on an annual basis.

2. Service Quality and Client Relationship Management

• Drive a culture of continuous improvement across processes, procedures, and

  operational practices.

• Ensure the achievement of agreed client satisfaction targets.

• Proactively identify opportunities to improve service quality, eiciency, and

  customer experience.

• Partner with Continuous Improvement and Transition teams to implement

  transformation initiatives.

• Build and maintain strong relationships with internal clients and key stakeholders.
• Manage expectations and ensure eective communication with business partners.
• Monitor the quality and accuracy of services delivered by the teams.

• Collaborate with operational teams across dierent levels and functions to optimize

  end-to-end processes.

• Contribute to the definition, monitoring, and enhancement of SLAs and

  performance metrics.

• Manage operational incidents, including reporting, root-cause analysis, corrective

  actions, and stakeholder communication.

• Ensure operational procedures, controls, and documentation remain current and

  compliant.

3. Organizational Resilience and Workforce Flexibility

• Establish robust succession and backup plans across the organization.
• Promote cross-training and workforce versatility to ensure operational continuity.
• Drive organizational agility and operational flexibility.

• Provide leadership support across departments and act as delegate for peer

  managers when required.

4. People Leadership and Talent Development

• Inspire, coach, and develop leaders and teams to achieve business objectives (min.

  150 FTEs & 10 managerial roles).

• Foster a high-performance culture based on accountability, collaboration, and

  continuous learning.

• Ensure employees receive regular feedback, coaching, and performance

  evaluations.

• Set clear objectives and expectations aligned with organizational priorities.

• Support career development through training, mentoring, and succession planning

  initiatives.

• Create an engaging and inclusive work environment that promotes employee

  wellbeing and retention.

• Ensure teams have the necessary tools, resources, and capabilities to perform

  successfully.

5. Service Growth and Innovation

• Identify opportunities to expand and enhance Client Operations & KYC related

  services.

• Develop and implement strategies to broaden the portfolio of activities within KYC.
• Customer Due Diligence (CDD), and Anti-Money Laundering (AML).

• Lead or sponsor innovation and transformation initiatives within the operational

  scope as per GSC AI/Non AI transformation roadmap.

• Support the development of organizational capabilities required to deliver new

  services and business opportunities.

• Ensure teams continuously develop the expertise required to meet evolving

  business and regulatory demands.

Education

Bachelor's Degree or Master's Degree in Management, Technology, Business Administration, Finance, Economics, Law, or a related field.

Professional Experience

• Significant management experience in roles with similar scope and complexity (min 100 FTEs and multi-channel service management with various clients).

• Proven track record of leading large operational teams within banking, financial services, shared services, compliance, KYC, AML, or related environments.

• Experience working within international and matrix organizations

• Demonstrated success in driving operational excellence, transformation, and change management initiatives.

• Experience managing senior stakeholders and client relationships.

• P&L and/or budget management.

Skills and Competencies

Leadership

• Strong leadership and people management capabilities.

• Ability to inspire engagement and influence stakeholders across a matrix organization.

• Proven coaching, mentoring, and talent development skills.

• Strategic thinking and decision-making capabilities.

Operational Excellence

• Strong process management and continuous improvement expertise.

• Excellent change management capabilities.

• Ability to balance strategic priorities with operational execution.

• Strong risk awareness and problem-solving skills.

Communication and Stakeholder Management

• Excellent verbal and written communication skills.

• Strong interpersonal skills with the ability to build relationships in multicultural environments.

• Excellent negotiation and influencing abilities.

• Strong client and stakeholder management skills.

Personal Attributes

• Entrepreneurial mindset with self-driven motivation

• High level of initiative, autonomy, and accountability.

• Strong self-motivation and results orientation.

• Dynamic, resilient, and adaptable mindset.

• Ability to work eectively both independently and collaboratively.

• Training or certification in Innovation Management.

• Design Thinking training or certification. Certifications in Lean, Six Sigma, Agile, Process Excellence, or related methodologies are considered an advantage.

Here, you will find a flexible workplace and culture making this experience a real career accelerator.

• competitive compensation & remuneration, including annual performance bonus;
• preventive healthcare plan, and group health & life insurance;
• wide range of flexible benefits within a monthly budget;
• office perks, wellbeing and mental health programs;
• various social benefits and bonuses for personal or family events;
• 9-to-5 workday & flexible working environment (hybrid);
• additional paid and unpaid time off, including Sabbatical leave;
• unlimited access to various eLearning resources.

We are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious.

Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA.

If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!

Still hesitating?

We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection.
We are an equal opportunities employer, and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.