Senior

Roles & responsibilities

·Liaise with the Transition Manager and provide operational input to IT Technology to ensure designed technical solutions are fit for operational purpose. Building core knowledge in team during set up activities in liaison with Transition Manager.

·Dealing with growth as per capacity plan in liaison with Operations Support and KGS Operations Manager. Ensure the onshore department is resourced with sufficient well trained and well motivated staff and that staff are developed to their potential in line with current and predicted operational needs.

·To effectively manage process for the client across sites, ensuring a high level of customer service to all customers. Maintain day to day client relationship activities and provide input, preparation and support to contractual Service Reviews.

·Contingency planning for level/volume of accounts, allowing for changes arising from internal and external factors, agreeing assumption reviews with client as per contractual obligations. Maintenance of Service Levels in onshore department and by overall engagement, ensuring a high level of customer service at all time.Identify and diagnose sub-optimal business performance. Ensure that the potential risk to company arising from money laundering and fraud, is minimised. Actively protecting the client’s interest at all times in complying with statutory regulations and legislation

•Reporting of issues of concern to Operations Support, Senior Leadership, and where appropriate, to the client. Initiate and support improvements to processes and techniques to achieve higher levels of efficiency and effectiveness and to maximise productivity gains.

•Constantly seek opportunities to digitise the existing process. Maintain control over operational budget, demonstrating due care and diligence in exercising operational level mandates within authority outlined in the Delegated Authorities Manual. Provide support and cover for operations management levels across functions within KGS. Demonstrate flexibility to manage activities across sites as required. Develop potential for progression/ succession in next few years.

Qualifications

Educational qualifications

•Bachelors Degree

Work experience

•Min 10+ yrs in an operational environment, where at least 4 - 5 yrs has been spent at a management level. Minimum of 3 years of managing a small/medium team (50+).

Mandatory Technical & Functional Skills

•Operations background demonstrating excellent core knowledge of applying KYC (Corporate KYC Exposure – Essential) within a financial institution (new customer take-on or customer due diligence remediation). Formidable level knowledge of quality control procedures and regulatory standards.

•Budgeting, forecasting and planning experience in an operational environment. Awareness of the FCA, CCA, Data Protection Act and other relevant legislation, procedures and processes.

•Preferred background in Financial services industry, with exposure to remediation, complaint handling, claims processing and conduct risk reviews in the US, although not essential.

•Agent productivity as measured by RE’s or SLA’s. Profitability of business by controlling costs, losses and margins.

•Resource Management and staff turnover rate. Adherence to regulatory requirements.

Key Behavioural Attributes/Requirements

•Analytical and problem solving skills and the ability to use information to generate creative solutions to benefit the business. Ability to be customer focussed and drive results.

•Ability to lead the team and developing others.

•Presentation and Project Management skills. Focus on results-led management.