Operations Manager- AML/ KYC

Key Requirements:

seasoned Senior Operations Manager

• Experience & Expertise:

• Minimum of

  3+ years in a Senior Manager/Director-level role

  , preferably within BPO, shared services, or customer support operations.
• Proven experience handling

  Statements of Work (SOW)

  and managing

  cross-functional operations

  .

• Core Competencies:

• Exceptional interpersonal and communication skills

  both written and verbal.
• Strong

  analytical and decision-making abilities

  ; ability to interpret data and drive results.
• High

  cultural sensitivity and awareness

  , especially around social and political dynamics in supported regions.
• Empathy-driven leadership and people-first mindset.
• Ability to

  multitask effectively

  in a high-pressure, fast-paced environment.

Business-As-Usual (BAU) Operations:

• Operational Delivery & Governance:

• Oversee the successful

  execution of SOWs

  across different verticals of the campaign.
• Ensure day-to-day operations meet SLA requirements and client expectations.
• Collaborate with internal teams for new launches, project expansions, and effective delivery.
• Monitor workforce planning including

  staffing, coverage, and training

  needs.

• Strategic Translation:

• Translate high-level business strategy into

  tactical execution plans

  for teams.
• Drive measurable outcomes in

  efficiency, productivity, and cost management

  .
• Ensure operational decisions align with client and company goals.

• Risk & Transition Management:

• Manage risks by

  flagging and escalating concerns

  to relevant stakeholders or clients.
• Lead transition management for new projects or expansions including

  infrastructure, technology, and resource readiness

  .

Client Relationship Management:

• Build and maintain

  strong client relationships

  by managing operational touchpoints, service reviews, and communications.
• Ensure

  KPI achievement

  per contractual SOW (e.g., SLAs, quality, compliance, customer experience).
• Facilitate smooth onboarding and

  transition of new business

  processes or clients.

Financial Oversight & Profitability Enablement:

• Manage financial reporting including

  revenue forecasting, timecard accuracy, and invoice generation

  .
• Work closely with finance to ensure

  zero discrepancies

  in projected vs actual revenue.

People & Team Leadership:

• Lead and coach

  Operations Managers and Team Leaders

  to drive team performance.
• Execute a

  communication and engagement model

  that keeps teams informed and aligned.
• Provide ongoing

  mentorship and career development

  , ensuring high engagement and low attrition.
• Champion a

  performance-driven culture

  with recognition, feedback, and growth.