KYC Analyst (Team leader)

Roles & responsibilities

A Team Lead will be responsible to deliver operational engagements by leading a team of Analysts and Sr. Analysts providing exceptional client/customer experience in an efficient and effective manner, getting it right first time. The ability to engage and communicate with good people management skills and experience are therefore essential, with a demonstrated track record of having successfully led a small team in an operation environment. The role will involve working with other teams within the engagement and the Operations Support team so the ability to build and maintain internal networks will be key to the success of the role.

• Maintenance of Service Levels in the team within the purview of overall engagement management goals encompassing productivity, quality-based outcomes by leading the team of direct reportees.
• Actively protecting the clients interest in every aspect of client delivery including complying with statutory regulations & legislation maintaining highest standards of quality of the engagement and ensuring that the potential risk to company arising out of operational lapses are minimized
• Reporting of issues of concern to Operations Support, Senior Leadership, and where appropriate, to the client on a timely basis and actively work on solving problems/issues, as applicable. Ensure the team consists of sufficiently well trained and well-motivated staff and potential resource challenges are flagged in a timely manner to Ops Management to facilitate recruitment backfills
• Provide day-to-day guidance to the team, influence the teams to improve and collaborate, identify and implement required trainings and drive GPS (Global People Survey) action plans. Effectively utilise MI reports to drive staff performance. Build/organize MI, as necessary.
• Maintain the policies, processes and procedures documentation. Initiate and support process improvements to achieve higher levels of efficiency and effectiveness and to maximise productivity gains including ensuring operational consistency across sites and sharing best practice. Provide support and cover for team lead levels within function and across functions as required (arranging cover and comprehensive handover for your own planned absences)