RFI Operations manager

The RFI Ops Manager will be responsible for leading a team of client facing representatives that deliver first class customer experience within a fast-paced, changing environment. The RFI Ops Manager will be responsible for driving the performance of the team members with a focus on increasing customer satisfaction, loyalty, retention and meeting client expectations.

Work Profile:-

- Managing an onshore team handling Customer Outreach
- Good team management and project management skills
- Proactive, positive and dynamic personality with ability to build and manage relationships with team, senior management and business partners and to drive and participate in the growth of the function
- Risk perceptive. Proven logical, investigative, analytical and reasoning abilities

- Ability to stay self-motivated and well-organized with excellent time management and prioritization skills and attention to detail
- Responsible to act as one point of contact for handling escalations and Client interaction and with various stake holders
- Interaction with RM/other stakeholder to understand and assess Clients detailed profile and business in order to complete the KYC profile
- Promptly identify and escalate concerns of the KYC process to Service Delivery Lead
- Take part in the governance call and discuss on the operational issues, status updates
- Provide timely MIS to the senior management and other stakeholders
- Responsible in driving the team to meet the agreed SLAs and PLAs
- Proactively alert business of highest perceived risks as they arise
- Performance & Attrition Management
- Should be able to identify and implement process improvement initiatives

Knowledge, Skills & Experience :-

- Work experience of 10yrs+ in Banking/Financial Services, preferably in Financial Crime Compliance Domian
- Knowledge & Experience of financial services industry/Commercial Banking is preferred
- Excellent Verbal & Written communication skills
- Flexibility to adapt to changing priorities and business needs, and able to work well in a fast-paced environment
- Demonstrated initiative and accountability
- Excellent knowledge of Microsoft Office Suite
- Proven experience with process improvement and optimization