Customer Service Operations Specialist

Job Description Hi Connections Teamware is hiring for Client Service Operations role Experience:15 to 18years Location:Mumbai(Powai) NP:Immediate joiners JD: Client Service Operations Senior Manager In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Lens. Our sharp analytical skills, paired with the latest technology, allow us to give our clients claritynot just answering all areas of business. We embrace diverse backgrounds and global perspectives, and we cultivate diversity by respecting, including, and valuing one another. As part of One team, One, you'll contribute to a supportive and collaborative work environment that empowers you to excel. The Client Service Operations team works with all internal business units to research, curate and collect financial & business data from various internal and external sources. The team's work involves researching & collection of financial & business data available in various publicly available sources and proprietary files and data, subsequent analysis thereof and eventually quality control of the same information. At , your work will help deliver clarity to our clients most complex governance, risk, and transparency challenges. Apply now to join One team, The Position: This is a mid-level supervisory position with potential for growth. The candidate should have a working knowledge of AML/KYC processes and be a proactive, critical thinker. Candidate must be detail-oriented, work efficiently, be able to work independently, and be willing to work long hours when necessary. The responsibilities include but are not limited to: Operations Management 1. Lead various internal/external projects (at least 6 to 8 large accounts) by gathering project requirements and identifying appropriate resource needs and tracking overall project progress to ensure timely completion of targets and final delivery at all times with min AHT and >99% quality. 2. Possess excellent domain knowledge of the business, process and projects and act as a POC to Stakeholders. 3. Oversee and manage timelines on upcoming projects and understand potential red flags if any 4. Assist BU in the prompt and accurate assessment of risk through research and investigation through systematic methods as appropriate 5. Partner with the BU teams for successful transition of the process and ability to set up a strong operations team. 6. Work on the capacity/FTE estimation and resource planning in coordination Managing Director 7. Define, Track, measures, and report on agreed key performance indicators to relevant stakeholders 8. Design and develop operational dashboards with real-time/ daily metrics to track & monitor metrics. 9. Ensure effective workflow, baseline average turnaround times (ATT) for each service request and make improvements through the appropriately skilled resources, training and automation 10. Improve resource utilization within CSO to achieve the budgeted hours across Service lines. Collaboration[Title][Date]2 11. Look for cross functional and Service line collaboration to achieve business goals. 12. Build and maintain strong relationships with peers, operational leadership, clients and stakeholders and ensure client delight. Relentless Client Focus 13. Enable the Customer Satisfaction survey across all stakeholders using CSO. Maintain a CSAT satisfaction score of 4.5 or higher. Ensure all 1-2 ratings feedback are addressed through a service recovery report. Review customer satisfaction scores weekly and adjust strategies as needed to ensure a consistent rating above 4.5 stars. Team Management 14. Lead and manage team managers and data analysts and Quality control analysts effectively by providing clear direction, establish SMART goals, and optimize resource allocation. 15. Regular check-ins and constant support with mentoring and feedback and Conducts performance reviews of each team member and explains/sets career development paths and opportunities for team members. 16. Keep Team Attrition 17. Employee Experience and Development: Ensure Pulse survey score is 80% and above. Come up with action items and execute the same. 18. Ensure appropriate governance for your team and adherence to policies. Requirements: 1. Qualification: A degree in Finance, Business Administration, or Law is preferred. 2. 1518 years of experience in financial crime compliance, risk management, or KYC/AML operations with minimum 8-10 years of team handling experience. 3. Strong understanding of global regulatory frameworks: FATF, USA Patriot Act, EU AML Directives, General Data Protection Regulation (GDPR), Asia-Pacific AML Regulations, Financial Conduct Authority (FCA) 4. Excellent communication and problem-solving skills. 5. Outstanding analytical and investigative skills combined with the ability to navigate through ambiguity in a fast-paced, multifaceted environment 6. Strong decision-making and strategic planning skills 7. Strong organizational and time-management abilities 8. Strong people, project management skills 9. Strong Stakeholder management skills including peers, operational leadership and project BUs. 10. Excellent working knowledge on MS Excel, Word, Presentation and Reporting skills Preferred: To have CAMS (Certified Anti-Money Laundering Specialist) or CKYCA (Certified KYC Associate) certifications or Globally Certified KYC Specialist (GO-AKS) certification If interested do share cv to [Confidential Information]