Manager I, Client Services Operations

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 candidate will utilize subject matter expertise to conduct quality assurance reviews and generate reports summarizing the results

The responsibilities include but are not limited to:

Operations Management

• Lead various internal/external projects (at least 4 to 5 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.
• Possess excellent domain knowledge of the business, process and projects and act as team level SME/POC for team members.
• Ensure timely follow up on upcoming projects and provide timely updates during live project runs and highlight red flags proactively
• Ensure all methodologies, tools, processes and procedures are documented to a high standard.
• Assist BU in the prompt and accurate assessment of risk through research and investigation through systematic methods as appropriate
• AML/KYC requirements are evolving based on external policies. Identify, communicate / nominate per training needs for the team. 
• Understand regulatory requirements & policy changes from KYC perspective and articulate the same for the team with the required procedural changes.
• Develop, implement, and monitor daily reports on key performance indicators, ensuring timely communication with relevant stakeholders
• Partner with the BU teams to successfully transition of the process and build connect with the team locally and globally.
• Contribute to research and quality assurance process to ensure best quality research and investigation report is submitted to BU.
• Ensure timely updation of timecard data and any other tools, reports, regular updates by self and team members
• Onboarding new projects/tasks to improve utilization of the team.
• Work on the capacity/FTE estimation in coordination with SMs’s
• Ability to work without close supervision and be self-sufficient at work.
• Serve as a backup for Managers in their absence

Workflow Management

• Ensure effective workflow and operations management and identify opportunities for workflow automation

Governance

• Update accurate billable/non-billable hours on MS Dynamics
• Manage WFH, absenteeism, resource demands, completing priorities.
• Ensure appropriate governance for your team and adherence to Kroll policies.
• Ensure appropriate controls, methods and techniques to improve and maintain the highest quality standards >99% in the data collected by the team.
• Maintain a CSAT satisfaction score of 4.5 or higher. If the score drops to 3 or below, implement proactive measures to enhance the process and improve customer experience. 
• Conduct RCAs for productivity and quality and ensure necessary execution of necessary action items

Team Management

• Lead and manage 1-2 Leads and a team of 15+ data analysts including Quality control analysts effectively by providing clear direction, establish SMART goals, optimize resource allocation and delegate tasks effectively.  
• 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.
• Keep Team Attrition < 10% p.a and Identify potential EWS and highlight the same to Senior leadership promptly.
• Employee Experience and Development: Ensure Pulse survey score is 80% and above. Come up with action items and execute the same.
• Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.

Collaboration

• Look for cross functional collaboration along with assisting leadership in coordinating work activities with other supervisors, managers, and departments.
•  Assist in client onboarding and smooth transition of projects including training team members.
• Build and maintain strong relationship with peers, operational leadership, clients and stakeholders and ensure client delight.

Training

• Improve the existing training module/plan including SOPs/checklist and all transition document is developed and upto date and signed-off from BU/client.
• Ensure effective execution of training plan for NHs and existing members as per the requirement to bridge gap, if any to ensure resources are trained and well prepared before the project Live runs.
• Identify skill gaps in analysts and put efforts to upskill to enhance the team's skill sets.

Social Engagement

• Ensure team bonding and engagement at team and org wide level.

Ideation

• Assist and drive process enhancement and improvement which reduces time or is cost benefit. 

Requirements:

• Qualification: A degree in Finance, Business Administration, or Law is preferred.
• 12–15 years of experience in financial crime compliance, risk management, or KYC/AML operations with minimum 5-8 years of team handling experience.
• 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)
• Excellent communication and problem-solving skills. 
• Outstanding analytical and investigative skills combined with the ability to navigate through ambiguity in a fast-paced, multifaceted environment                    
• Strong decision-making and strategic planning skills
• Strong organizational and time-management abilities
• Strong people, project management skills
• Strong Stakeholder management skills including peers, operational leadership and project BUs.
• 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 

About Kroll

In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Kroll Lens. Our sharp analytical skills, paired with the latest technology, allow us to give our clients clarity - not just answers - in all areas of business. We value the diverse backgrounds and perspectives that enable us to think globally. As part of One team, One Kroll, you’ll contribute to a supportive and collaborative work environment that empowers you to excel.

Kroll is the premier global valuation and corporate finance advisor with expertise in complex valuation, disputes and investigations, M&A, restructuring, and compliance and regulatory consulting. Our professionals balance analytical skills, deep market insight and independence to help our clients make sound decisions. As an organization, we think globally—and encourage our people to do the same.

Kroll is committed to equal opportunity and diversity, and recruits people based on merit.

In order to be considered for a position, you must formally apply via careers.kroll.com

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