Sr. Team Leader, Operations

Job Title:

Job Description

Job Title:

Team Leader, Operations

Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

• Managing a team of Fin Crime analysts who would work to resolve issues and flag potential concerns related to Money laundering, Fraud Investigations etc.

• Working closely with Client stakeholders through scheduled and unscheduled meets to understand and drive process level changes and updates

• Impart effective coaching, monitoring, and guidance to ensure consistent high-performance delivery

• Bring in innovative ideas and process improvement proposals to strengthen the business

• Providing on-going monitoring and resolving of L1 escalations/complaints

• Managing and resolving service complaints related to the Financial Investigations Unit cases and checking the accuracy of SAR escalation to regulators such as NCA

• Manage a team of 20 employees

• Ensure Program adherence to Client & internal InfoSec/compliance guidelines.

• Drive performance and be accountable in delivering SLA/KPI's.

• Conduct regular one on one to identify and solve issues/challenges experienced by team members.

• Accountable for absenteeism and attrition.

• Be an active participant in all weekly/Monthly/Quarterly reviews

Key Skills and knowledge:

• Knowledge of global Financial Crime regulations and current trends

• Experience in reviewing, investigating, and reporting money laundering cases. An expert in AML, FIU and Fraud Investigations

• Strong people management skills along with analytical and decision-making skills

• Work closely with the client’s functional stakeholders and drive efficiency and accuracy of the team

• Flexible to work in a 24X7 shift environment (night shifts and weekends basis scope)

• Analytical and Quantitative skills

• Excellent Communication skills

• Data Handling / data interpretation

• High level of maturity to handle people including but not limited to client, stakeholders, peers etc.

• Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment

• Detail oriented with Strong organizational and Presentation skills

Educational Qualification:

• Graduate / post-graduate

Disclaimer:

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

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