Head/Director - Operations - Financial Services/KYC
3 weeks ago
Job Description
Role Overview
We are seeking an experienced Service Delivery Leader (AVP/Delivery Lead Manager) with a proven track record of managing large-scale operations across Banking, Financial Services, and Insurance (BFSI). The role requires strong expertise in Wealth Management, Retail Banking, Compliance, and Financial Risk functions, along with leadership skills to drive automation, transformation, and continuous improvement initiatives across global delivery centers.
The ideal candidate will bring 15+ years of experience in setting up, transitioning, and managing large operations teams (150+ headcount), working with global clients across North America, Middle East, and APAC.
Key Responsibilities
- Lead end-to-end Service Delivery Management for global banking and financial clients, ensuring operational excellence and compliance.
- Manage large delivery operations with 200+ FTEs, ensuring high-quality service levels, customer satisfaction, and compliance with regulatory standards.
- Drive automation and process improvements, leveraging analytics, RPA, and digital tools to enhance productivity and customer experience.
- Lead transition and transformation initiatives, including due diligence, process migrations, and stabilization of new engagements.
- Partner with senior client stakeholders to provide strategic leadership and define business vision in alignment with compliance and customer experience (CX) objectives.
- Oversee risk management, KYC, CDD/EDD, and financial compliance operations, ensuring audit readiness and regulatory adherence.
- Build and mentor cross-functional teams, promoting diversity, equity, and inclusion while driving employee engagement.
- Establish MIS reporting frameworks and deliver insights to enable data-driven decision-making.
- Manage multi-geographic delivery operations, ensuring consistent performance across India and global centers.
Core Skills & Competencies:
- Strong expertise in Wealth Management, Retail Banking, Compliance & Financial Risk.
- Proven ability to lead and scale operations of 200+ FTEs.
- Excellent skills in Strategic Planning, Operational Excellence, and Business Performance Optimization.
- Strong experience in transition management, risk assessments, and due diligence.
- Ability to drive automation, digital transformation, and process improvements.
- Exceptional leadership, stakeholder management, and executive communication skills.
- Exposure to multi-geographic client engagement (North America, Middle East, APAC).
Preferred Background:
- 15-18+ years of progressive experience in Service Delivery / Program Management within BFSI domain.
- Previous leadership roles with top-tier IT Services / Consulting firms
- Strong exposure to Client Due Diligence, Compliance Operations, Risk & Audit Management.
- Experience in handling large global transitions and setting up new delivery centers.
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