Sr. Manager, Operations (FCC)

We are seeking a Delivery Leader, who will be responsible for managing the operations for a leading Fintech client in Bangalore.

ESSENTIAL JOB ELEMENTS

• Domain Capability: Strengthen domain capabilities in Financial Crime industry.
• Strategy: Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans.
• Business Growth: Support business growth by collaborating with Sales & marketing across geographies.
• Operations: Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.
• Client Satisfaction: Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.
• P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.
• Team management: Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure.
• Best practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.
• Innovation: Lead innovation & value add efforts between Client and Concentrix.
• Compliance: Ensure compliance with all client regulatory requirements

PROFILE & EXPERIENCE

• 12+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operations. (preferred UK market)
• Domain Knowledge: Profound understanding of banking operations, particularly in KYC (Know Your Customer), CDD (Customer Due Diligence), EDD (Enhanced Due Diligence), Chargeback, Disputes, Fraud Investigations, AML (Anti-Money Laundering), and AFC (Anti-Financial Crime), transaction monitoring, crypto currency, wallet screening.
• Flexible to Work from office