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.
Role: Team Leader Operations
Designation: Assistant Manager Operations
Location: Bangalore
Years of Experience: 5+ yrs
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 cutting-edge 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 reporti