Join us as a Customer Service & Operations Unit Leader

• If you have strong team leadership experience, this is a chance to take on a role with responsibility and exposure to internal and external stakeholders
• We’ll look to you to deliver all team activities in accordance with approved procedures, while utilising resources optimally, reducing costs and increasing productivity
• You'll deliver improvements in process and customer experience by reducing hand-offs, and increasing straight through processing by automation or other means
• We're offering this role at associate vice president level

What you'll do

As a Customer Service & Operations Unit Leader, you’ll be delivering successful customer and business outcomes by making sure that your unit is efficiently planned. We’ll look to you to focus on optimising capacity and managing operational escalations, disputes and risks. You’ll be working to really understand what our customers need, by actively reviewing KPIs and helping the team to identify trends and address areas of improvement.

Your responsibilities will include:

• Leading process re-engineering and automation initiatives, collaborating with our support functions to do so
• Ensuring the engagement and development of colleagues, making sure that a plan in place for training and accreditation
• Approving and maintaining up-to-date process documents, contributing to and leading the definition of performance indicators, measurement and the reporting of critical MI to enable the right decision making
• Delivering cost effective measures within the team and contributing to simplifying the bank

The skills you'll need

To thrive in this role, you'll need at least 15 years of team management experience, along with minimum 3 years of expertise in Fin Crime domain. Ideally, you'll also hold a relevant professional certification in AML/CDD (like CAAMS and ICA).

We’re looking for someone with financial services skills and experience, with an understanding of the industry and customers. Alongside this, you’ll be required to manage operations team of seasoned staff members in CDD Remediations performing CDD/EDD/TDD reviews on complex Entity types

You’ll also need:

• Good people management skills
• A thorough understanding of our products, processes and banking systems
• An understanding of risk, compliance and legal issues in different jurisdictions

Hours

45

Job Posting Closing Date:

24/09/2024