Sr. Team Leader, Operations
Slug: sr-team-leader-operations
Location: IND Bangalore - MTP Karle 5th, 6th, 7th Floors
Job Id: R1585716
Posted Date: 03/04/2025
Category: Operations, Contact Center
Job Title:
Sr. Team Leader, Operations
Job Description:
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives worldwide to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key Responsibilities:
Support all transactions aligned in the queue by the Sanctions business function for complex investigations.
Knowledge of AML, Enhanced Due Diligence on customers, Identification & reporting of Fraud, KYB & KYC.
Thorough knowledge of regulatory requirements on AML & KYC regulations and expertise in regional risks, issues, and cultural norms.
Analyze sanctions to identify if the triggered individual/entity is a “True positive” or “False positive.” Provide real-time feedback to the team.
PEP review expertise to identify if the trigger is a “True positive” or “False positive” for PEPs. Understanding of IBANs and country codes.
Conduct geo-screening for sanctioned regions or territories and prohibited entities.
Investigate and identify process changes, improvements, and recommendations based on resolved cases.
Strong communication, analytical mindset, logical reasoning, and prior experience in Financial Crime and Compliance operations.
Analyze data to identify trends and patterns in payments transactions, providing insights to inform risk management decisions.
Ensure high levels of performance and quality assurance.
Ability to work 24/7 shifts with rotational week-offs.
Manage team’s day-to-day operational tasks, ensuring seamless SLA delivery and maintaining high team and customer satisfaction.
Establish and manage relationships/engagements with clients.
Organize resources, set goals, and execute client strategies while maintaining agreed governance models and communication plans.
Monitor and document work schedules and absences of staff.
Build strong partnerships with clients and nurture relationships for operational cohesion and future growth.
Conduct daily, weekly, and monthly client calls to understand expectations and provide updates.
Close all audit-related issues and prepare Root Cause Analysis (RCA) for client-raised concerns within business TATs.
Identify and drive continuous improvements and initiatives.
Coach and mentor team members to manage their daily work effectively.
Handle training, inductions, performance appraisals, and manage team attrition.
Collaborate with internal teams and be the key contact for queries and issues.
Conduct regular one-on-one reviews with direct reports to provide feedback and developmental support.
Create a positive work environment through employee engagement and timely resolution of employee relations issues.
Key Skills & Knowledge:
Ability to handle ad-hoc client requests.
Prepare and present reviews to upline managers and clients.
Identify innovation opportunities to improve existing processes/systems/tools.
Expertise in supporting and guiding new incubation projects driven by clients or internally.
Action-oriented, integrity, perseverance, and problem-solving skills.
Ability to handle pressure.
Proficiency in MS Excel.
Strong verbal and written communication skills.
Strong internal reporting and governance capabilities.
Ability to coach team members effectively and improve efficiency and quality.
Experience:
3 to 4+ years of experience as a Team Lead with relevant experience in PEP, Sanctions business, AML, and KYC.
Education:
Graduate
Disclaimer:
"Neither Concentrix nor any authorized 3rd party who assists with our recruitment process ever asks candidates for ‘recruitment,’ ‘processing,’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities."
Location:
IND Bangalore - MTP Karle 5th, 6th, 7th Floors
Time Type:
Full time
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