Job Description

Responsibilities

• Operations Manager needs to be compliant with all relevant regulation and Global policy. To achieve this, the incumbent needs to perform the following tasks and main responsibilities as below:
• Creating an inspiring team environment with an open communication culture
• Setting clear team as well as individual goals
• Assists and identifies learning and development needs
• Ensure policy and procedures are followed
• Decision-making skills and oversee day to day activities
• Work closely with the CFA/FO/MO/CLs in effective prioritization and efficient allocate requests to meet the defined SLA’s
• Coordinate with onshore counterparts and Challenge any requests that come to the team on an ad-hoc basis and communicate the outcome to senior Management
• Will be responsible to plan, prioritize, drive, report and monitor team’s productivity and quality to ensure targets are achieved on a daily, weekly and monthly basis
• Monitor status, including weekly targets not achieved and ageing of the cases that are assigned to the team members, and ensure that the SLAs defined with various internal and on shore teams are achieved as per set standard
• Ensure strict adherence to the agreed SOPs, KYC Policy and other guidelines governing the process
• Must be up to date with the latest policies and procedures, including global minimum standards and local requirements based on the location of the client and be compliant with all relevant regulations
• Ownership of CSLAs (Customer Service Level Agreements) and Ownership of GPS controls on non-process related aspects (User access review, clean desk policy etc.,)
• Knowledge of all applications and tools used during the process
• Ensuring performance reviews (half yearly and yearly) to be completed in time
• Monitoring of mandatory learnings and ensuring no breach
• Ensure and provide regular process improvement inputs
• Prepare PMI (Performance management Index) for Analyst/QC on monthly basis and sharing the feedback during one on one meetings with respective individuals
• Lead team meetings with an agenda to discuss any process/policy/follow-up related items
• Prepare accurate performance dialogue for daily, weekly and monthly discussions
• Ensure Weekly Meetings, Monthly Meetings and 1-1 meetings are in place with structured Agenda and Minutes
• Engage with SMEs, QA and QCs to identify team members requiring training / development and develop a plan for targeted coaching where needed
• Plan ahead and identify any potential concerns, risks and/or issues that may impact production, develop a plan to mitigate or reduce such concerns, risks and/or issues, and launch and drive the effort
• Ensure strict adherence to Permanent Supervision controls by declaring it on internal tool (GPS)
• Ensure no breach in HR policies (for e.g. unplanned leaves) and no audit findings
• Immediate response to escalations.
• Close monitoring of staff utilization, billing and budget for the team
• Drive CI practices  
• Ensure Agenda and MOMs of all meetings with the counterparts (onshore/offshore) are well documented, circulated and stored
• Ensure counterpart satisfaction is maintained, feedback collected, and corrective actions implemented
• Sharing of weekly reports of production and quality to onshore counterparts
• Monitor status, including weekly targets not achieved and ageing of the cases that are assigned to the team members, and ensure that the SLAs defined with various internal and on shore teams are achieved as per set standard
• Ensure strict adherence to the agreed SOPs, KYC Policy and other guidelines governing the process
• Must be up to date with the latest policies and procedures, including global minimum standards and local requirements based on the location of the client and be compliant with all relevant regulations
• Ownership of CSLAs (Customer Service Level Agreements) and Ownership of GPS controls on non-process related aspects (User access review, clean desk policy etc.,)
• Knowledge of all applications and tools used during the process
• Ensuring performance reviews (half yearly and yearly) to be completed in time
• Monitoring of mandatory learnings and ensuring no breach
• Ensure and provide regular process improvement inputs
• Prepare PMI (Performance management Index) for Analyst/QC on monthly basis and sharing the feedback during one on one meetings with respective individuals
• Lead team meetings with an agenda to discuss any process/policy/follow-up related items
• Prepare accurate performance dialogue for daily, weekly and monthly discussions
• Ensure Weekly Meetings, Monthly Meetings and 1-1 meetings are in place with structured Agenda and Minutes
• Engage with SMEs, QA and QCs to identify team members requiring training / development and develop a plan for targeted coaching where needed
• Plan ahead and identify any potential concerns, risks and/or issues that may impact production, develop a plan to mitigate or reduce such concerns, risks and/or issues, and launch and drive the effort
• Ensure strict adherence to Permanent Supervision controls by declaring it on internal tool (GPS)
• Ensure no breach in HR policies (for e.g. unplanned leaves) and no audit findings
• Immediate response to escalations.
• Close monitoring of staff utilization, billing and budget for the team
• Drive CI practices  
• Ensure Agenda and MOMs of all meetings with the counterparts (onshore/offshore) are well documented, circulated and stored
• Ensure counterpart satisfaction is maintained, feedback collected, and corrective actions implemented
• Sharing of weekly reports of production and quality to onshore counterparts

Profile Required

• Should have completed graduation/post graduation in Commerce/Science.
• Should have 8-12 years of relevant KYC experience
• In-depth knowledge in Know Your Customer (KYC) process
• Ability to work in a cross cultural team across geographical locations and time zones
• Sound KYC knowledge and up-to date with policy, procedures and regulations
• Strong verbal and writing skills to be able to negotiate, collaborate and influence the stakeholders.
• Strong communication skills (oral and written) to be able to engage with all stakeholders (FO, Onshore, Compliance).
• Ability to demonstrate team spirit, client focus and ownership to be able to collaborate and sort issues with all stakeholders (FO, Onshore, Compliance).
• Listen to team members' feedback and resolve any issues or conflicts
• Excellent communication and leadership skills

Propose & support implementation of automation initiatives to minimize errors/create efficiency gains & participate actively in all meetings