BPO Associate Director

12-14 Years

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Early Applicant

Job Description

Oversees the operations of team and ensure goals are met and service levels adhere to established quality standards
Demonstrates high level of leadership, interpersonal and client relationship skills
Provide expertise and guidance to the team on administrative and process aspects.
Serves as liaison between team, clients, leadership, and various other support team
Identifies opportunities for improvement; recommends possible training opportunities
Provides input into goal setting and provides performance feedback
Adapts team priorities to respond to customer and business partner needs
To improve efficiency, quality and services of ongoing projects/processes
Ensures team is meeting or exceeding contractual and service level obligations to customers
Collects customer's needs and translates to appropriate solutions
Interacts with customers and internal departments to resolve issues
Adhere to all appropriate and agreed standardized processes and procedures
Attending customer and leadership calls to gather feedback and updates

Job Requirements & eligibility Criteria:

12+ Years of experience in Banking BPO is preferred.
Must have Transaction Monitoring – KYC, AML, Financial Fraud & CDD Experience.
Minimum of 4+ years of Team handling is a Mandatory with the minimum team size of 50+
Must have exposure on Automation Implementation.
Preferably with Screening, Mortgage, Fraud Investigation, Transaction Monitoring or Account Operations experience.
Prefer to have ACAMS certification.
University degree or equivalent 3+ years of formal studies preferably an Accounting or Commerce Graduates
Excellent people management and interpersonal Skills
Excellent influencing Communication skills
Strong analytical/problem solving skills
Strong knowledge, understanding and application of project management principles and methodologies.
Ability to work scheduled shifts from Monday-Friday 02:00 PM to 12:00 AM
Ability to communicate (oral/written) effectively in English to exchange information with our client.