Service Delivery Ops Associate Manager
Designation: Service Delivery Ops Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years
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What would you do? The Service Delivery Operations Manager is responsible for leading & managing service delivery across the KYC team. Responsible for delivery of productivity & quality results, while ensuring cases do not age beyond contractual requirements. The Operations Manager should manage overtime, absenteeism, performance & overall time reporting to ensure costs & revenue (recognized in a variety of ways) are in line with forecast. Directly managing 6-8 team leaders. Looking for someone with KYC experience along with ECDD/OCDD knowledge Business and regulatory requirements, governance, operating model, process and system controls to verify the identity, suitability, and risks involved with onboarding and/or maintaining a business / customer relationship. This includes driving customer identification, customer due diligence & enhanced due diligence.
What are we looking for? Good Communication Skills • Minimum of 8 years team management experience, in a financial services environment. Experience in working / leading teams in compliance and Fin crime domain will be preferred. • Experience to include performance management, achievement of objectives and motivating/ developing individuals • Excellent communicator who can operate at all levels with proven ability to manage and influence key internal and external customer relationships at a senior level • Agile and able to positively adapt to change, with strong organisational skills, attention to detail and the ability to effectively manage workload and priorities • Ability to analyse and understand business issues, assess impact and provide multiple solutions • Thorough understanding of HR, Resourcing and Cost Management principles • Excellent interpersonal skills • Positive attitude with a proactive and resilient approach to problem solving • Flexible to work in rotational shifts, time management, and ability to prioritize and work effectively to tight deadlines
Roles and Responsibilities: • Manage a team of KYC Team Leaders focusing on quality, productivity, attendance & developmental actions for themselves & supporting this through their teams. • Oversee the work completed in your teams to ensure it is of the highest quality standards, perform root cause analysis where this is not the case & implement corrective actions • Ensure that the team operates efficiently, adheres to procedures & policies as set out by the client & Accenture, immediately addressing any situation where this is not the case • Hold regular team meetings and create an environment of good communication with effective two-way feedback of information and ideas, ensuring this is happening between teams & team leaders • Review the completeness of all reporting, e.g. quality, productivity, downtime & immediately address and anomalies • Support the KYC team leader to identify data and documentation gaps and coach them through resolving these with the relevant stakeholders • Establish and maintain excellent working relationships with stakeholders at all levels both internally & clients • Primary escalation points for clients, providing timely & professional responses • Drive and implement continuous improvement and optimization programs to decrease cost to serve through quality and/or productivity improvements • Immediately escalate any issues preventing teams from meeting agreed performance to Service Delivery Manager • Recognizes and rewards individual and team accomplishments. • Listens to and accurately captures others expectations, ideas and concerns • Take overall accountable for the delivery of business results by the team • Manage reporting and metrics of team progression • Lead your teams through change, maintaining engagement while keeping up with the pace of change in a dynamic environment
Gurgaon
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