The Lead Analyst CAS will support key projects and initiatives that are focused on optimization of processes that improve the client and employee experience, enabling scalability and efficiency in a highly regulated environment.

Drive high customer satisfaction, achieve service levels, expected delivery quality & adherence to policies & procedures.

Job Details

Position Title: Lead Operations Analyst

Career Level: P3

Job Category: Manager

Role Type: Hybrid

Job Location: Bangalore

Key Deliverables

Creating and guiding a team of talented individuals from the ground up focused on KYC, Banking Ops, Onboarding and/or quality control activities.

Sets direction for the team to achieve the overall CAS/SVB strategic goals .

Supports SVB first line of defense initiatives by ensuring the team s adherence to company policies and procedures .

Ensure documentation is up to and new procedures are created as needed .

Assists manager in driving employee engagement through retention, inclusion, and personal development .

Oversees the day-to-day workflow and dashboard assuring work is assigned out and SLAs are met each day partnering with connected teams and stakeholders .

Act as an SME joining projects outlined by leadership & recommend process improvements discovering gaps in processes bringing solutions for improvement .

Handle BAU responsibilities as an individual contributor in addition to driving the team deliverables .

Assist Manager with the hiring process participating in interviews for FTEs & contractors on relevant tools.

Responsible to guide the team towards achieving business goals. Provide feedback to Managers as part of performance management process (Does not directly involve in performance management)

Demonstrate strong problem-solving skills using creative thinking. Ensure that the team focuses on completing their tasks accurately and point out trends in QC errors and train the team where needed .

Coach and train employees, conduct and plan team meetings ensuring team is kept up to on bank initiatives highlighting team trends and behaviors that need to be worked through .

Engage the appropriate teams/partners and/or LT to resolve the client sensitive issues .

Ensuring self and teamwork within established procedures, processes and/or regulatory guideline .

Proactively identifies opportunities that are going to improve the business, processes, client experience or team(s) performance and flag/address issues timely .

Skills and Qualification

Functional Skills:

Thoroughly understand & exhibit intelligent use of various system tools and procedures.

Proactively highlight threats & compliance issues to the management in a timely manner .

Strong critical thinking and problem-solving skills.

Team Player: Support peers and department management.

Problem Solving: Handle escalated issues, create, and manage threat detection rules, and perform root cause analysis.

Communication: Excellent verbal, written, and interpersonal communication skills.

Attention to Detail: Ensure accuracy and thoroughness in all tasks.

Leadership: Provide guidance and mentorship to junior SOC analysts.

Technical Skills :

Experience in back-office operations, banking, or financial services with focus on controls .

Strong experience/understanding of OB & KYC processes at SVB is preferred.

Providing operational support to clients & business partners consistent with bank policy & procedures

Good understanding of the standard AML/KYC practices followed globally .

Solid understanding of Bank products, regulations, department processes & procedures

Relationships & Collaboration

Reports to: Manager /Sr Manager

Partners: C ross-functional teams /leaders .

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