Associate Director - Banking BPO Operations

BPO Associate Director

• Job Details:

  • 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.

Experience Level

Mid Level