Service Delivery Operations Associate Manager

Job Description

Skill required: KYC Screening - Know Your Customer (KYC) Designation: Service Delivery Operations Associate Manager Qualifications: Any Graduation Years of Experience: 10 to 14 years 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.Main Duties 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 What are we looking for? Know Your Customer (KYC) OperationsRequirements: 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: In this role you are required to do analysis and solving of moderately complex problems Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures The person requires understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor or team leads Generally interacts with peers and/or management levels at a client and/or within Accenture The person should require minimal guidance when determining methods and procedures on new assignments Decisions often impact the team in which they reside and occasionally impact other teams Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts