Group Manager

• Role & responsibilities
• Drive individual and team goals including but not limited to service levels, productivity & quality.
• The role requires in-depth knowledge and subject matter expertise with regards to guidelines, processes, policies, and tools used by the Associates on Client account for KYC, User Onboarding & UPO (TOS).
• Partner with training and quality to ensure training and refresher needs are identified and delivered. Provide timely DR reviews and feedbacks.
• Build performance review decks for the management.
• Facilitate regular Team meetings to ensure updates are delivered consistently and staff have an input into day-to-day operations.
• Maintaining up to date expertise on company products, procedures, processes and tools, as well as the taxonomy of issues related to enquiries from Client users.
• Perform Internal Quality and other governance activities per Operational needs
• Analytical skills in using spreadsheets, presentations, and other analytical reporting software to analyze results and report on key metric drivers.
• Must have 10 years of prior work experience in a Line Adherence and Quality centric leadership role in a Risk based BPO, handling large teams.

Preferred candidate profile

• Minimum 7 years experience in managing people managers (Team Leaders) within AML KYC, Risk and compliance Operations.
• Language Proficiency in all supported languages: CEFR C2 level mastery.
• Strong customer focus with Excellent problem-solving, logical reasoning and decision-making skills