Client Service Director at AND Digital responsible for building client relationships and growing accounts. Managing daily client needs and leading commercial strategies for successful account management.
About the role
- Operations Manager leading client services and compliance initiatives at Kroll, managing a team of analysts and ensuring high standards of quality and efficiency.
Responsibilities
- Lead various internal/external projects (at least 4 to 5 large accounts) by gathering project requirements and identifying appropriate resource needs and tracking overall project progress to ensure timely completion of targets and final delivery at all times with min AHT and >99% quality.
- Possess excellent domain knowledge of the business, process and projects and act as team level SME/POC for team members.
- Ensure timely follow up on upcoming projects and provide timely updates during live project runs and highlight red flags proactively.
- Develop, implement, and monitor daily reports on key performance indicators, ensuring timely communication with relevant stakeholders.
- Partner with the BU teams to successfully transition of the process and build connect with the team locally and globally.
- Lead and manage 1-2 Leads and a team of 15+ data analysts including Quality control analysts effectively by providing clear direction, establish SMART goals, optimize resource allocation and delegate tasks effectively.
- Regular check-ins and constant support with mentoring and feedback and Conducts performance reviews of each team member and explains/sets career development paths and opportunities for team members.
- Maintain a CSAT satisfaction score of 4.5 or higher. If the score drops to 3 or below, implement proactive measures to enhance the process and improve customer experience.
- Ensure appropriate governance for your team and adherence to Kroll policies.
- Ensure effective workflow and operations management and identify opportunities for workflow automation.
Requirements
- Qualification: A degree in Finance, Business Administration, or Law is preferred.
- 12–15 years of experience in financial crime compliance, risk management, or KYC/AML operations with minimum 5-8 years of team handling experience.
- Strong understanding of global regulatory frameworks: FATF, USA Patriot Act, EU AML Directives, General Data Protection Regulation (GDPR), Asia-Pacific AML Regulations, Financial Conduct Authority (FCA)
- Strong decision-making and strategic planning skills
- Strong organizational and time-management abilities
- Strong people, project management skills
- Excellent communication and problem-solving skills.
- Outstanding analytical and investigative skills combined with the ability to navigate through ambiguity in a fast-paced, multifaceted environment
- Excellent working knowledge on MS Excel, Word, Presentation and Reporting skills
- To have CAMS(Certified Anti-Money Laundering Specialist) or CKYCA (Certified KYC Associate) certifications or Globally Certified KYC Specialist (GO-AKS) certification preferred
Benefits
- Employee Experience and Development: Ensure Pulse survey score is 80% and above. Come up with action items and execute the same.
- Ensure team bonding and engagement at team and org wide level.
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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