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).