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KYC Operations Manager

2 months ago

Sunderland, Sunderland, United Kingdom Deloitte - Recruitment Full time
About the Role

This is an exciting opportunity to join Deloitte - Recruitment as a KYC Operations Manager, where you will play a key role in delivering exceptional customer service to clients and potential clients.

Key Responsibilities
  • Lead a team to achieve performance metrics while driving continuous improvement and delivering expected results.
  • Introduce energy and motivate your team to embed a culture of high performance and service excellence.
  • Act as a key member of the Leadership team, engaging in a range of business challenges across the bank's Payments Merchant Services.
Day-to-Day Activities
  • 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 forefront of mind.
  • Set and meet performance targets for speed, efficiency, and quality.
  • Ensure all relevant communications, records, and data are updated and recorded.
  • Build and maintain a successful team.
  • Review performance and identify training needs.
  • Create and distribute reports where required, with a focus on reporting against targets.
  • Coach, motivate, and retain staff.
Stakeholder Management and Leadership
  • Build and maintain relationships with internal and external stakeholders, agreeing best practice and 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 and Skills Required
  • Strong stakeholder management skills and experience of working with key stakeholders up to Senior Level.
  • 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.
  • Knowledge of regulatory and risk requirements relating to customers.
  • Knowledge of KYC and experience in this area.