Client Delivery & Operations Manager Hybrid (Lisbon, Portugal)

S27a; Lisboa; Presencial; EUR 60 000 - 90 000; Tempo integral

Resumo da oferta

Centry is a wealth engineering company seeking a Client Delivery & Operations Manager to own the operational journey from onboarding to ongoing service, coordinating with tax, wealth, legal, banking and external advisers.

You will build delivery plans, manage cross-functional action lists, and ensure flawless client communications while driving automation and scalable processes. This role requires strong English, meticulous systems thinking and a proactive, service-oriented mindset.

Qualificações

• Experience in client services, operations, project management, case management or professional-services delivery.
• Experience managing several complex, high-trust client engagements at the same time.
• Excellent written and spoken English, strong judgement and exceptional attention to detail.
• The confidence to coordinate founders, senior advisers, external professionals and sophisticated clients.
• Practical experience with CRMs, project-management systems and document-management tools.
• A systems mindset and genuine enthusiasm for automation, integrations, no-code tools and AI. Coding is not required, but technical confidence and curiosity are important.

Responsabilidades

• Deliver an exceptional, informed and organised client experience today.
• Build the processes, automations and tooling that allow Centry to deliver that experience to many more clients without administration growing at the same rate.
• Map the end-to-end client journey and identify repetitive work, unnecessary handoffs and avoidable delays.
• Standardise templates, checklists, workflows, statuses, handovers and service expectations.
• Use CRM, project-management, document, communications, integration, no-code and AI tools to automate repeatable administration.
• Build triggers, reminders, dashboards and alerts that surface missing documents, overdue tasks, stalled engagements and upcoming deadlines.
• Measure cycle time, manual touches, errors, bottlenecks and operational capacity, then continuously improve them.
• Test, document and maintain automations so they are reliable, auditable and easy for the team to use.
• Protect confidentiality, technical review and human judgement; automation should improve the client experience, not make it impersonal.

Conhecimentos

Client services

Operations management

Project management

Case management

CRM systems

No-code/automation

AI tooling

Attention to detail

English proficiency

Ferramentas

CRM systems

Project management tools

Document management tools

Descrição da oferta de emprego

Client Delivery & Operations Manager - Tax & Wealth

Location: Lisbon / Cascais, Portugal

Employment: Full-time

About Centry

Centry is a wealth engineering company helping globally mobile founders, investors and families make better decisions about their tax, investments, structures and long-term wealth.

We bring together senior tax expertise, wealth management, structuring, technology and human judgement. Our clients often have multiple countries, companies, investments, banks, legal structures and advisers. Excellent advice only creates value when it is coordinated and executed well.

The role

We are looking for the person who makes sure nothing gets dropped between a great client conversation and a properly delivered outcome.

You will work closely with our senior tax lawyer, Wealth Engineers, wealth managers, founders and external specialists to own the operational journey of each client engagement - from onboarding and document collection through delivery and ongoing service.

This role has two equally important responsibilities:

1. Deliver an exceptional, informed and organised client experience today.

2. Build the processes, automations and tooling that allow Centry to deliver that experience to many more clients without administration growing at the same rate.

Every recurring task should prompt the question: can this be standardised, automated or eliminated while protecting quality, privacy and human judgement?

You will not be expected to provide tax, legal or investment advice. Your job is to make sure the right experts have what they need, the work keeps moving and clients feel exceptionally well looked after.

This is not passive administration. You will own momentum - and the system that creates it.

What you will own

Client communication and momentum

• Welcome and onboard new clients, explain the process and set clear expectations.
• Make sure clients know what we need from them and what will happen next.
• Provide proactive progress updates so clients never need to chase us.
• Respond to routine questions and coordinate specialist answers where required.
• Follow up politely but persistently for missing information, documents, decisions and approvals.
• Identify confusion, concern or delay early and resolve or elevate it quickly.

Delivery and coordination

• Create and maintain a clear delivery plan for every engagement.
• Track actions, owners, deadlines, dependencies, approvals and risks.
• Coordinate work across tax, wealth, legal, banking, the client and external specialists.
• Prepare meetings, capture decisions, issue follow-ups and drive actions to completion.
• Surface blockers before they become delays and keep clients informed when plans change.

Documents, systems and quality

• Manage document and information requests, signatures, acknowledgements and KYC/AML materials where required.
• Check that information is complete, organised and stored securely with consistent naming and version control.
• Maintain an accurate record of what has been requested, received, reviewed and delivered.
• Keep the CRM and project-management system current with contacts, structures, notes, decisions, actions, deadlines and risks.
• Quality-check client communications and deliverables for completeness, clarity and professionalism before they are sent.

Automation, tooling and scale

• Map the end-to-end client journey and identify repetitive work, unnecessary handoffs and avoidable delays.
• Standardise templates, checklists, workflows, statuses, handovers and service expectations.
• Use CRM, project-management, document, communications, integration, no-code and AI tools to automate repeatable administration.
• Build triggers, reminders, dashboards and alerts that surface missing documents, overdue tasks, stalled engagements and upcoming deadlines.
• Measure cycle time, manual touches, errors, bottlenecks and operational capacity, then continuously improve them.
• Test, document and maintain automations so they are reliable, auditable and easy for the team to use.
• Protect confidentiality, technical review and human judgement; automation should improve the client experience, not make it impersonal.

Automation is an ongoing discipline, not a one-off systems project. As volume, tools and workflows change, you will keep revisiting how the work is done.

The goal is clear: support significantly more clients without a linear increase in administration or headcount.

The person we are looking for

You bring order to complicated situations and do not rely on memory to hold a process together. You build a system, record the information and make sure the work gets done.

You are comfortable following up with a founder for missing documents, a senior lawyer for comments and a wealth manager for an agreed action - all with the right level of tact and professionalism. You are warm and reassuring with clients, exacting with systems and persistent without being abrasive.

You are likely to have:

• Experience in client services, operations, project management, case management or professional-services delivery.
• Experience managing several complex, high-trust client engagements at the same time.
• Excellent written and spoken English, strong judgement and exceptional attention to detail.
• The confidence to coordinate founders, senior advisers, external professionals and sophisticated clients.
• Practical experience with CRMs, project-management systems and document-management tools.
• A systems mindset and genuine enthusiasm for automation, integrations, no-code tools and AI. Coding is not required, but technical confidence and curiosity are important.

You do not need to be a tax lawyer, financial adviser or wealth manager. You must be curious enough to understand the purpose of the work, learn the terminology and anticipate what clients and specialists are likely to need.

Relevant backgrounds may include private wealth, private banking, family office, tax, accounting, law, fiduciary services, professional services, financial operations, legal operations, high-touch fintech or an executive-assistant/operations role with substantial responsibility for complex client relationships.

Experience with cross-border clients, KYC/AML, Portuguese professional services or international tax and wealth matters would be helpful but is not essential. Portuguese or another European language would be advantageous.

What success looks like

• Clients always know where their engagement stands and what happens next.
• Every engagement has a clear plan, owner, deadline and next action.
• Documents are complete, secure, organised and easy for the right people to find.
• The CRM and operational systems accurately reflect reality.
• Commitments are completed and risks are raised early.
• Senior tax and wealth specialists spend materially less time chasing and administering.
• Delivery becomes faster and more consistent as manual touches, handoffs and errors fall.
• Repeatable workflows are documented and increasingly automated.
• Centry's client capacity grows faster than its operational headcount.

Clients describe Centry as responsive, organised, thoughtful and exceptionally professional.

Why Centry

You will join a growing company solving genuinely important and complex problems for founders, investors and families. You will work directly with experienced tax, wealth, technology and operating professionals and have real ownership of how clients experience Centry.

We are looking for someone who will not simply inherit a process, but build an exceptional and scalable one. You will be encouraged to challenge inefficient ways of working, experiment with better tools and help establish the operating standard for connected tax and wealth advice.

The operating test: clients feel informed, experts stay focused, systems reflect reality, delivery capacity scales and nothing falls through the cracks.