Team Lead
Oversees the daily throughput in the span of their control.
Serve as a point of contact for team members as KYC SME
Maintain a thorough understanding of client’s policies and procedures.
The individual has responsibility for all cases within their scope of influence.
Review all periodic refresh emails from respective team members to relevant stakeholders.
In order to obtain the information required, communicate with salespeople, relationship managers, and customers.
Follow up with internal partners to ensure timely action on cases that need their input.
Assure timely delivery of high quality, error-free work while minimizing reliance on onshore SMEs.
Be responsible for the overall quality of the team's work and ensure deadlines are met.
Production Manager
Become the KYC SME on the floor.
Know Scotiabank's policies and procedures inside and out.
The point of contact for all communication regarding the case and liaising with counterparts within the bank.
Ensure that the SLAs for their range of control are being met.
Deliver high-quality work on a timely basis at expected throughput rates using minimal support from onshore SMEs.
Engage in all calls with Business units, AML Advisory, AML Risk and external clients.
Assist internal stakeholders with inquiries and ad hoc requests as needed.
The ability to prioritize work and deal with volume spikes to meet business demands in a timely manner, including ad hoc requests and projects.
Respond to changes, such as regulations, new business and/or technology initiatives.
Identify learning opportunities and commit to team development on policy and product knowledge.
Program Manager
Oversee the delivery of SOWs and track scope changes.
Tech Mahindra SPOC tasked with setting up / running the program. BNS's point of contact for planning and execution. Engaged throughout the contract period.
Share regular progress reports with executive leadership and business stakeholders in accordance with the defined governance model, highlight risks, and obtain support and approval for on-going and future initiatives.
Project coordination with Production Managers, providing guidance and direction where necessary.
Encourage collaboration and partnership, excellence in quality, accountability, and continuous improvement.
Responding to emerging risks and issues promptly and escalating to BNS as necessary.
Develop a culture of coaching and continuous learning to facilitate career advancement. Develop future managers by identifying potential talent within the team. Manage succession planning.
Retain a stable capacity and hire the right resources.
Track resource and project level SLAs.
Manage all the aspects of the employee lifecycle with BNS and Tech M.
Point of contact for all IT requirements.
Ensure process compliance and quality.
Execute all tactical moves. (e.g. pivoting the team according to priorities etc.)
Liaise with all support functions. (both BNS and Tech M)
Overseeing the operation and management of the site.
Requirements
able to read ,speak,write Mandarin