Job Description

Position: Manager

Wipro Band: C1

Qualification:

Relevant bachelor’s or master’s degree or equivalent qualification with an excellent academic record.

Experience:10–12+ years of banking operations experience with strong exposure to KYC / AML. CAMS certification is mandatory.

Experience Breakup:

Relevant experience in managing KYC, EDD, FCC, AML, TMS banking operations and cryptocurrency operations.

Essential Hiring Skills:

• Proven experience in managing complex Transaction Monitoring, KYC Retail, Commercials and Crypto operations teams of 100–150+ associates in an outsourced environment.
• Strong customer focus with the ability to build effective relationships across all organizational levels.
• Excellent quantitative, analytical and technical aptitude.
• Ability to work under pressure, meet deadlines and take accountability for performance.
• Strong time management, multitasking and organizational skills.
• Excellent interpersonal and stakeholder management skills.
• Strong written communication skills with the ability to convey information clearly and concisely.
• Proactive problem-solving and decision-making capabilities.
• Ability to learn quickly and adapt in a fast-paced, change-oriented environment.
• Expert-level knowledge of payments guidelines, documents and payment processes.
• Proven ability to manage client relationships and handle escalations effectively.

Key Responsibilities:

• Manage complex banking and cryptocurrency operations on a day-to-day basis.
• Resolve operational issues independently and escalate to senior management when required.
• Drive productivity, efficiency and continuous improvement initiatives.
• Analyze operational reports and identify significant variances and risks.
• Own end-to-end delivery, including escalation management and client communication.
• Attend daily client calls and provide updates on deliverables and progress.
• Support team members in resolving daily operational challenges.
• Act as first and second level of escalation for delivery issues.
• Supervise Lead Analysts, Senior Analysts and Analysts.
• Ensure reference data activities are completed as per client expectations.
• Ensure timely, error-free delivery within defined SLAs and TATs.
• Plan, prioritize and manage multiple projects handled by the team.
• Ensure completion and sign-off of checklists, metrics and end-of-day activities.
• Ensure timely review and update of SOPs, issue logs and escalation matrices.
• Monitor KPIs, SLAs and closure of daily, weekly and monthly deliverables.
• Manage attrition targets and team engagement.
• Participate actively in client governance calls.
• Conduct root cause analysis and implement corrective actions.
• Review staff performance and recommend training and development needs.
• Coordinate with HR, Facilities, Training, IT and Network teams for seamless operations.

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Do

• Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms 

• Strategy Planning with Senior Stakeholders 

  • Collaborate with leaders to provide strategic and operational plans associated with the account
  • Plan the strategy for the coming years by identifying new geographies for alternate revenue streams
  • Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems 

• Contract compliance & adherence 

  • Ensure all SLA parameters are met in the account and maintain a green card at all times
  • Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
  • Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines

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• Delivery governance in the account 

  • Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project 
  • Ensure a green card for all accounts in terms of performance and quality
  • Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
  • Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
  • Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
  • Ensure regular invoicing as per the contract terms and condition
  • Forecast and track key account metrics

• Invoicing

  • Timely submission of invoices to the client as defined in the SOW
  • Provide information required and resolve any invoicing issues raised by the client

• Collect and analyze statistics (costs, customer service metrics etc.)

•  Assume responsibility of budgeting and tracking expenses

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• Ensure outstanding performance against key metrics mentioned in the agreement

• Regular cadence around contract compliance

  • Evaluate performance with key metrics (accuracy, customer service metrics etc.)
  • Set direction for the team, track progress against targets through regular cadence calls and course correct as require
  • Drive the focus of the team on quality and adherence to contract compliance processes
  • Drive and implement structured cadence around quality, both process and transactional
  • Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed 
  • Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

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• Resource Allocation & Retention
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery 
  • Optimize manpower and minimize leakages by working closely with delivery head
  • Ensure retention by offering relevant trainings and certifications of all allocated resources 
  • Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team 
• Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects