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