Role: KYC Operations Managers (VP and AVP)
Location: Hybrid – Sunderland (North East England) 2 days a week onsite
Start: ASAP
Duration: 6 months (inside IR35/Umbrella Company)
THE ROLE
This is an exciting opportunity to be part of a dynamic large-scale operation in the banking industry.
Overall purpose of the role:
* Lead a team to deliver exceptional customer service to clients and potential clients
* Achieving performance metrics, whilst driving continuous improvement, delivering the expected results
* Introduce energy and motivate your team to embed a culture of high performance and service excellence
* Act as key member of the Leadership team, engaging in a range of business challenges across the banks Payments Merchant Services
Your day-to-day activities will include:
* Manage the daily running of operations, including effective resource planning and implementing strategies.
* Develop a positive control culture, where risk and governance is at the front of mind
* Setting and meeting performance targets for speed, efficiency and quality
* Ensuring all relevant communications, records and data are updated and recorded
* Build and maintain a successful team
* Reviewing performance and identifying training needs
* Create and distribute reports where required with a focus on reporting against targets
* Coaching, motivating and retaining staff
Stakeholder Management and Leadership
* Building and maintaining relationship building across our internal and external stakeholders, agreeing best practice /monitoring conformance to key metrics
* Work closely with stakeholders and the wider Leadership Team to help implement key initiatives within the operation.
Decision-making and Problem Solving
* Identify and implement improvement opportunities to support improved customer servicing or reduce operating costs
* Support the identification of root causes of customer/colleague concerns and complaints and ensure this is fed back to local leadership/specialist teams.
Risk and Control Objective
* Take ownership for managing risk and strengthening controls in relation to the work you do.
* Understand the appropriate Policies & Standards applicable to the role through reading the Code of Conduct and other training allocated.
* All mandatory training completed to deadlines and understood within given timescales.
* Where applicable, all risk events (incidents) or control failures to be escalated in accordance with advised procedures.
Experience & Skills Required
* Strong stakeholder management skills and experience of working with key stakeholders up to Senior Level e.g. Financial Crime and Relationship Teams would be beneficial
* Ability to support people through change and deliver high performance
* Exceptional communicator, able to liaise with stakeholders and team members
* Excellent people skills with a strong focus on team working within a high performing environment
* Strong time management skills to be able to proactively manage your workload effectively to complete complex and high-priority tasks within target timescales.
Desirable experience:
* Knowledge of Banking products and services and associated legislation e.g. Code of Banking Practice.
* Knowledge of regulatory and risk requirements relating to customers.
* KYC Knowledge and Experience.
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