Sr. Team Leader, Operations

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

The candidate will support all transactions aligned in the queue by the Sanctions business function for complex investigations.

Should have good knowledge in AML, Enhanced Due Diligence on customers, Identification & reporting of Fraud, KYB & KYC.

Thorough knowledge of Regulatory requirements on AML & KYC regulations & expertise in regional risks, issues and cultural norms.

Should have good knowledge of  Sanctions which involves identification of the triggered individual / entity is a True positive” or a “False positive” to the alerted/ triggered sanctioned individual / entity. Should be able to provide real-time feedback to the team.

PEP review: The candidates should have good knowledge and be able to identify if the triggered is a “True positive” or a “False positive” to the alerted PEP. To be able to understand the IBAN’s & Country Codes. Should be able to provide real-time feedback to the team.

Geo screening: Should be having good knowledge in conducting region screening for comprehensively sanctioned regions or territories and prohibited entities.

Good knowledge in investigations and should be able to identify and suggest process changes, improvements and recommendations based on real time resolved cases

The candidate must have strong communication skills, an analytical mindset, logical reasoning, and prior experience in Financial Crime and Compliance operations

Analyze the data to identify Trends & Patterns in Payments Transactions, provide insights to inform Risk Management decisions to the Suppliers.

Provide high level of performance and quality assurance.

Should be able to work 24/7 shifts with rotational week-offs.

Responsible for managing his/her team’s day-to-day operational tasks and activities seamlessly and timely SLA delivery along with maintaining high levels of team member and customer satisfaction.

Establish & Manage Relationships / Engagement with the Clients.

Organize resources, set goals, execute Executives and client strategies and responsible for reporting.

Responsible for following agreed governance model, escalation & communication plan.

Ensure that team members achieve agreed standards in relation to their job assignments.

Ensure that the buddy system is implemented ensuring consistent performance delivery, without disruption.

Monitor and document work schedule of staff and absences.

Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth.

Taking daily, weekly and monthly calls with clients to understand the expectations from the client’s teams and provide updates to the CNX teams.

Ensure that all audit related issues are brought to a close

Prepare RCAs (Root Cause Analysis) for the issue raised by client with given business TATs

Identify and drive continuous improvements and initiatives in the process.

Coach & mentor Team members enabling them to manage their daily work effectively.

Support training, inductions, performance Appraisals and be responsible for team attrition management.

Ensure that all internal customer queries are followed up in a timely manner.

Collaborate with internal teams.

Be the Key contact for all problems and queries with specific business SMEs from onshore.

Conduct regular one-on-ones with direct reports to review their individual performance, provide feedback and support and offer on-going developmental support.

Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.

Key skills & knowledge:

Ability to handle ad-hoc client requests.

Ability to prepare and present reviews to upline manager and clients.

Ability to work with teams and identify possible innovation opportunities that can be implemented to augment the existing process/systems /tools and make a suggested pitch to the upline manager and clients.

Expertise to support and guide any new incubation projects being driven by the client as well as internally.

Action Oriented, Integrity and Trust, Perseverance

Problem Solving, zeal to drive performance and KPIs.

Ability to handle pressure.

Good knowledge of basic excel is a must.

Excellent verbal and written communication skills

Strong internal reporting skills and governance

Should be able to effectively coach all team members, provide feedback & thereby improve efficiency and quality

3 to 4+ years exp as a Team Lead with relevant experience in PEP, Sanctions business, AML and KYC

Education – Graduate

Disclaimer: -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'