Senior Process Manager

The Client Lifecycle Practice team is a cross-functional team of operations, sales and marketing, technology, and product professionals who are all passionate about developing a global client lifecycle practice.

The KYC (Know Your Customer) Operations Transformation and Delivery Lead role is a unique program management-level position within the KYC Practice team responsible for establishing KYC program delivery strategies, policies, procedures, and processes, and running KYC programs for eClerxs client delivery engagements. The overall objective of this role is to ensure the development and management of KYC programs at eClerx.

In this role, you will not only be responsible for operations management, but also collaborate with KYC process SMEs, product managers, and technologists to set new standards in the KYC and Client Lifecycle space, and shape and crystallize our playbook for innovating at scale.

Specifically, you will have two functional roles:

KYC Practice Support

• Establish delivery strategies, policies, and procedures for various KYC programs.
• Act as a crisis manager to resolve issues preventing the various KYC programs from working effectively.
• Analyze complex ideas or proposals and build a range of meaningful recommendations.
• Use multiple sources of information, including broader stakeholder views, to develop tactical and strategic KYC solutions and recommendations.
• Address sub-standard work or work that does not meet the firm's/client's expectations.
• Use data and insights to inform conclusions and support process improvement and decision-making across KYC programs at eClerx.
• Develop a point of view on key global trends and regulations, and how they impact clients.
• In addition, engages with the product and function coverage teams to develop and apply eClerxs KYC technology solutions and automation to meet the process, product, and customer needs.

Operations Management

• Manage KYC Operations for eClerxs clients in line with global and regional regulatory requirements.
• Monitor and resolve issues, and establish preventative controls to manage operations risk.
• Oversee the day-to-day global operations to ensure the team is operating effectively.
• Ensure controls designed to minimize the operational risks are in place and satisfactory to clients.
• Lead delivery strategies aimed at improving client experience and mitigating regulatory concerns.
• Ensure procedures, policies, and guidelines are kept up to date for the program.
• Optimize KYC processes to reduce cycle time and manual effort, improve client experiences, and realize cost savings.
• Oversee allocation of resources and costs to manage priorities to meet goals and objectives effectively.
• Develop and oversee data quality reporting and ensure senior management is informed of identified data quality issues and operational risks.
• Providing coaching and mentorship regularly, focusing on team development and learning to increase skills, knowledge, and relationships within the broader client groups.
• Ensure the teams adhere to all KYC/AML guidelines and policies.
• Provide support to team members in account management, Sales, and Practice as needed.
• Maintain and build relationships with the clients Front Office/Sales team.
• Create an evolving work environment towards increased automation, technology adoption, and high-value in-house activities.
• Communicate strategy, learnings, and progress to clients. Generate periodic reports and business review presentations for internal and external stakeholders.

Qualifications

• 12+ years of experience in KYC, AML, and Client Due Diligence Operations.
• KYC domain specialist with BPO/Consulting/Captive experience working with global banking customers (Capital Markets/Global Markets/Wholesale banking preferred).
• Prior experience in leading transformation programs and process transitions.
• Hands-on with the ability to multi-task.
• Tech/ops transformation experience is a plus.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgment and autonomy.
• Consistently demonstrate clear and concise written and verbal communication.
• Experience in data analysis with intermediate/advanced Microsoft Office Suite skills.
• Proven ability to manage multiple activities and build/develop working relationships.
• Effective prioritization and time management.
• Exceptional ability to influence and motivate partners to the KYC process.
• Demonstrated ability to work under pressure to meet tight deadlines and approach work methodically with attention to detail.
• Bachelor's degree/University degree or equivalent experience.