Director Operations - MNC BPO

Search Light Consultants
  • Bangalore, Hyderabad
  • 10-40 lakh
  • 15-20 years
  • Views
  • 14 Jul 2017

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

The candidate will be responsible to set the vision, direction and culture of their teams by developing individuals into future leaders, managing team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding their teams accountable to meet and exceed performance targets.

Experience in the compliance environment is a must, as the candidate will be primarily accountable to lead the compliance efforts and build solutions to cater to the evolving US regulatory space related to payments, KYC/AML and OFAC for the payments business lines.

This position is part of the KYC/AML/OFAC program for payments business lines supporting Worldwide operations. The successful candidate needs to have strong domain knowledge coupled with the ability to be hands on as and when required. A thought leader with ability to work independently, the willingness to work cases across the various lines of business and is adaptable to change.

Principal responsibilities:
Manage a team of senior leaders and overseeing a team size of 500 to 700 employees.
Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
Act as the lead operations compliance contact for the development and implementation of significant regulatory initiatives.
Analyzes the key levers of the business to identify bad debt trends and proactively take action to eliminate root cause seller performance defect and maintain trust in transaction on Amazon platforms.
Stay abreast of current regulatory developments in the KYC, AML and OFAC fields, analyze for applicability to Payments Businesses, and develop & implement communications plans for necessary changes
Works with software engineers to clearly articulate feature requirements for investigator toolsets, user interfaces, and business logic for the efficient handling investigations.
Leverages industry-leading infrastructure, develop new points of control and tighten current ones to block fraud with minimal disruption of good selling activity.
Drives projects and process changes to improve and optimize fraud risk management. May lead projects/initiatives at an Org. or region wide level.
Sets goals and is responsible for improvements in specific metrics for fraud prevention, user experience, and increased perception of safety for the site.
Achieve operational excellence and process improvement in our service level agreements (SLAs) for all processing activities.
Create and maintain clear metrics on our investigation handling, performance, and decision quality.
Drive continuous enhancements to the functionality and processes of the TRMS Operations team; these take the form of driving innovation through various channels - Kaizens, software requirements gathering and definition, world-wide project management, metrics definition, data structure improvements, etc.

Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations, product management, customer service, global strategy, finance, and usability.

Ideally an MBA with 15 - 20 years of work experience with 12+ years of experience in operations and currently working with an MNC BPO as VP / Director Operations.
Only Female Candidates are preferred.
MBA degree from a Tier-1 business school will be a plus.
Expert level in org. wide -initiatives that deliver direct business impact WW.
Strategizing and program managing
Management skills are required for this position.
Quality initiative skill - Six Sigma defect reduction techniques, BCP - Business continuity expertise skills.
Extensive relevant operations (preferably including fraud) industry Experience
Proven experience across the domain of Risk Management & Fraud Clear understanding of phishing, malware, active content, social engineering, mule networks, fraud detection, fraud workflow tools, etc. Proven track record driving change and innovation
Proven ability to understand and manage complex systems
Strong ability to source and analyze data to drive business strategies and decisions
Coaching and leadership skills that bring out the best of the team


Competencies/Skill sets for this job

Bcp Slas User Interfaces Transaction Project Management Risk Management

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Search Light Consultants