Operations Team Leader

Job Description

Know Your Customer (KYC) Operations, under Consumer and Community Banking Operations, supports the firm by providing operational support for the enforcement, adherence, and compliance of KYC/CIP standards. We service Retail, Commercial and Small business banking customers.Know Your Customer (KYC) Operations consists of the following functions:
• Day 2 Operations
• Due Diligence
• Customer Data Accuracy Program (CDAP)
• Quality Control
Position Summary The primary responsibility of the Know Your Customer (KYC) Team Leader is to oversee a team of non-exempt KYC Specialists. The KYC Team Leader will:
• Provide guidance, coaching, development, and leadership
• Oversee staff training and performance reviews
• Focus on meeting daily productivity and quality goals
• Participate in the selection, promotion, and performance management of staff as required
The KYC Team Leader must have excellent customer service standards to define, analyze, and resolve customer inquiries and escalations and must be able to closely manage day to day operations of the department. Key Responsibilities
• Perform day to day management of a team of KYC Specialists, including coaching and providing ongoing performance feedback
• Track performance of individual team members over time to evaluate performance, learning and capability
• Explain work process and procedures; organize workflow
• Effectively address any service issues that might be escalated by either internal or external customers
• Perform Quality reviews of the KYC Specialist s output and provide feedback on the findings
• Identify special training needs that may benefit the KYC Specialists
• Proactively highlight potential issues to management and Compliance
• Drive process improvements and implement process changes as necessary
• Identify root causes, understand connections and implications, and evaluate alternatives
• Responsible for the performance management, discipline, and termination of employees within their assigned team
• Identify ways to improve processes
• Interpret information in new and novel ways to better support the risk function and protect the firm
• Take action independently and move forward without clear instruction or close supervision
• Seize opportunities to make progress and or improve process
• Make decisions that are effective and well-grounded based on data, insight and experience
• Make sound decisions in the best interest of the bank and coach others to do the same
• Exhibit the highest standards of customer service to our internal and external customers
• Create an effective and efficient team through continuous communication, timely feedback, and appropriate supervisory practices
• Provide information that the KYC Specialists need to know to do their jobs
• Organize work flow and distribute work appropriately
• Provide objective feedback to the KYC Specialists to encourage and support ongoing development
• Participate in regular Risk and Control Self Assessments to ensure appropriate controls are in place to mitigate risk and pass audits
Qualifications
• Graduate with around 4 to 6 years of experience, including Data Processing and minimum of 3 years in People Management
• Demonstrated ability to develop, manage, coach and motivate teams
• Previous experience in AML, Compliance, Fraud, KYC or Operational Risk an advantage
• Must be flexible and adaptable to manage interim projects and processes based on the business requirements.
• Knowledge of banking products
• Proven leader of process and organizational change
• Demonstrated ability to identify, analyze, plan, prioritize, and solve problems, by providing viable solutions and executing
• Strong communication and presentation skills
• Strong proficiency in MS Office
• Excellent problem solver
• Ability to cope with change; comfort with ambiguity
Candidates should be flexible to work in night shifts (timings might vary according to process requirements) ,

Keyskills :
salescustomer relationsslaqualitycoachingstaff trainingtraining needssmall business