JOB DESCRIPTION • Manage a team of ~ 40 FTEs, supported by 2–3 Team Leads, ensuring effective team performance, resource utilization, and operational delivery. • Periodically review, update, and maintain process documentation, Standard Operating Procedures (SOPs), and work instructions to ensure alignment with current business requirements and operational practices. • Ensure adherence to defined SLAs and KPIs, with a primary focus on accuracy, productivity, turnaround time, and overall process efficiency. • Support quality assurance initiatives by reviewing sample customer calls and customer profiles to identify process gaps, quality issues, and improvement opportunities, and provide timely, actionable feedback to the team. • Prepare and support weekly and monthly MIS reports, operational dashboards, and business review presentations, highlighting key performance trends, challenges, risks, and action plans. • Drive effective stakeholder management and relationship building through regular communication, proactive issue resolution, timely escalations, and collaboration with onshore and internal business partners. • Monitor team performance, provide coaching and guidance to Team Leads and team members, and drive continuous improvement in quality, productivity, and customer experience. QUALIFICATION & EXPERIENCE • Good verbal and written communication skills, with the ability to interact professionally with Canadian customers and stakeholders. • Strong people management, coaching, performance management, and team leadership skills. • Demonstrated ability to manage end-to-end processes and deliver operational targets. • Strong stakeholder management, relationship-building, and escalation-handling capabilities. • Ability to manage high-volume operations while maintaining quality and service standards. • Strong analytical skills and proficiency in operational MIS, reporting, and performance tracking. • Flexibility to work in the NAM shift and support Canadian business hours. • Basic knowledge of KYC principles, customer due diligence, and business banking documentation is preferred. • Willingness to learn process-specific KYC requirements, internal policies, and compliance procedures. • Shift :6:30 pm to 3:30 am