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Operations Team Leader

5.00 to 9.00 Years   Bangalore   05 Sep, 2020
JPMorgan
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaCustomer Service (Domestic),Sales / BD
EmploymentTypeFull-time

Job Description

Position SummaryThe primary responsibility of the Alert Triage & Closure Team Leader is to oversee a team of non-exempt Alert Triage & Closure Analyst and the Team Leader will:Provide guidance, coaching, development and leadershipOversee staff training and performance reviewsFocus on meeting daily productivity and quality goalsProcess involves reviewing alerted activity, preps alerts by gathering appropriate documentation, adding subjects, subject attributes, facilities, and account information. Alerts requiring a secondary review are converted to a case for completion. Alerts which do not require secondary review are submitted for closure and reviewed for approval.The FCOI 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. In addition, the candidate needs to demonstrate banking and compliance knowledge, the ability to exercise sound judgment and to observe the highest degree of confidentiality in the handling of information received in the course of their responsibilities.Key Responsibilities:

  • Assist in buildout of FCOI Triage team, including all aspects of recruitment, onboarding and training
  • Lead Alert Triage Analysts, ensuring they properly collect and document data, including: alerting activity, account information, transactional data, various bank records and any other required information
  • Review and address processing and other issues identified through analysis of various control, quality and metrics reports
  • Regularly evaluate Alert Triage Analysts analysis of alerts for proper decisioning criteria to assess whether the alert should be recommended for escalation or to be closed with no further action
  • Build relationships with FCOI Investigations & Inspection units and effectively communicate and transfer information
  • Collaborate with across sites to share processing and AML knowledge to enhance process flows
  • As requested, participate in special projects, quality improvement initiatives and other similar exercises
  • 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 Analysts 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 practice
Qualifications :Graduate with 5+ years of experience in compliance or related position, including Data Processing and experience in people management preferredFamiliarity with the firms internal systems and processes would be plusExperience in evaluating and improving team performance in quality and processing targetsSelf-starter, capable of working under minimum supervisionAdept to multi-tasking and meeting deadlines in high-pressure environmentResults oriented team leaderStrong problem solving abilityExceptional research and analytical skills with the ability to analyze large amounts of data, interpret higher risk attributes (transactional, product, customer type, etc.) and develop well-reasoned recommendationsStrong interpersonal and verbal/written communication skillsProficient in MS Office (Outlook/Word/Excel/PowerPoint)Strong presentation skills to clearly convey ideasAdherence to controls and standardsCandidates should be flexible to work in various shifts (timings might vary according to process requirements),

Keyskills :
salescustomer relationsslaqualitycoachingms officestaff trainingdata processingproblem solvingcustomer servicespecial projectsteam performanceanalytical skills

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