The CB DMT group is seeking a Specialist who will work closely with our Implementation Consultants / International Onboarding Leads / Clients and be responsible for coordinating all aspects related to client Onboarding related activities. Primary responsibilities include- To oversee, support and supervise Quality Control Team and ensure the steady flow of completing daily work by the Team Members, to coordinate and ensure timely completion of requests. Responsible for creating subject matter expertise and appropriate backups required across the processes. Ensure quality assurance on critical functions and ensure that risk mitigation is in place. Be up to date with regard to the AML/KYC firm wide standards and guide the team accordingly. Maintain productivity standards and focus on providing best in class customer service. Job Responsibilities: People and resource management (e.g. people development, attrition, pipeline/skills monitoring, training programs) for the team. Maintain effective and standard operational processes Improving and maintaining a controlled environment (e.g. necessary control activities along with process flow implemented, appropriate control tools in place, team members fully understand risks and related controls) Manage relationship with internal clients, anticipate needs, take feedback, run conference calls. Act as a point of contact for escalations and high priority requests from internal clients. Monitor and actively prioritize workloads. Send early warning reports if workloads impact turnaround time or quality parameters. Take responsibility for the quality of work submitted and ensure that the highest standards are maintained. Identify/ manage risk and control breakdowns. Manage the performance management cycle- Objective setting, development and career planning, performance appraisal and reward & recognition. Conduct regular team meetings (onshore and offshore staff), 1:1s, and coaching sessions. Improve the departmental competency rating via use of staff training and the skills matrix. Develop and maintain written procedures and training materials as necessary. Manage projects and conduct User Acceptance Testing for enhancements to current systems or migration to new system. Required Qualifications, Skills and Capabilities: Excellent people and resource management skills (e.g. people development, pipeline/skills monitoring, training programs). Ability to develop, implement and maintain effective and standard operational processes Ability to maintain and improve a strong controlled environment (e.g. necessary controls activities along process flow implemented, appropriate control tools in place, team members fully understand risks and related controls) Ability to manage relationship with internal clients. Past experience in this area with emphasis on service level deliveries, expectations setting, new products etc. is a must. Act as a point of reference for team members and internal clients. Ability to monitor and actively prioritize workloads. Ability to interpret and analyze system generated reports and other data, co-relate and analyze impact to overall processes and process deliveries and feed results into the decision making process Demonstrated problem solving ability through interaction with clients and business partners Exceptional verbal and written communications skills. Communication is Paramount Graduates with a minimum of 9 years' experience in a bank, financial services, compliance, risk management or other service sector environment OR Qualified professionals (e.g. CA, ICWA, and MBA) with 5 yrs relevant experience in a Client Service, Operations Sales, Portfolio Management or Implementation function
