Full-Time AML - EDD - Group Manager - Operations

Job DescriptionThis role actively manages, leads, innovates, motivates, and develops a team of Team Leaders and Associates. It involves developing systems, processes, and team members to achieve superior service levels. Line Adherence experience is essential.

1. Drive individual and team goals, including service levels, productivity, and quality.
2. Demonstrate in-depth knowledge and subject matter expertise in guidelines, processes, policies, and tools for KYC, User Onboarding, and UPO (TOS) on Client accounts.
3. Monitor and drive team performance based on given metrics.
4. Proactively communicate with Clients and stakeholders on daily operational matters.
5. Collaborate with training and quality to identify and deliver training and refresher needs.
6. Provide timely DR reviews and feedbacks.
7. Create performance review decks for management.
8. Facilitate regular Team meetings for consistent updates and staff input into daily operations.
9. Work with RTA’s to ensure healthy and appropriately staffed queues.
10. Handle additional responsibilities as needed.

Job Responsibilities also include:

• Maintain up-to-date expertise on company products, procedures, processes, tools, and client enquiry taxonomy.
• Perform Internal Quality and governance activities.
• Assist Specialists with live case management, quality, tools, product, and response accuracy questions.
• Establish an open feedback flow with Management regarding Associate performance and recommendations.
• Maintain all quality and review records.
• Collaborate with Project Associates to flag amendments to undocumented process guidelines.
• Work on ad-hoc projects, tasks, and deep dives as requested.
• Demonstrate strong attention to detail and analytical skills for root cause analysis.
• Use spreadsheets, presentations, and analytical reporting software to analyze results and report on key metric drivers.

Required Qualifications

1. 10+ years of prior experience in a Line Adherence and Quality-centric leadership role in a Risk-based BPO, handling large teams.
2. Minimum 7 years' experience in managing people managers (Team Leaders) within AML KYC, Risk and compliance Operations.
3. CEFR C2 level mastery or equivalent SVAR score of 78+ in all supported languages.
4. Strong customer focus, excellent problem-solving, logical reasoning, and decision-making skills.
5. Ability to work under pressure in a fast-paced environment.

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