Assistant Manager/Deputy Manager - Process Training(AML/KYC/BFS)

Job Description:

This role is to actively manage, lead, innovate, motivate and develop the trainees.

Mandatory fraud experience is Required.

The role is involved in developing systems, processes and team members to achieve superior levels of service.

Responsibilities:

Fraud investigation Fraud local payments methods Process fraud cases.

Drive individual and team goals including but not limited to training certifications for trainers, deadlines for training remediation’s and all other relevant team metrics.

Strategically manage the workload and workflows for the training team and set up the right organizational structures to support all lines of business and workflows

Proactively communicate with client on daily operational matters relating to training.

Partner with operational teams to ensure that refresher training needs are identified and delivered. Become a customer experience expert partner to client by developing in-depth knowledge on training (calibrations, certifications etc.).

Proactively suggest improvements to those processes and closely collaborate and provide feedback on new launches or process changes with a potential impact to training.

Provide timely team member reviews and handle all team member professional development.

Provide support to the team at all times, including the delivery of training for trainers.

Any additional responsibilities as business needs dictate.

Responsibilities:

Mandatory Fraud experience is required Fraud investigation Fraud appeals Local payment fraud Proficiency in English at the CEFR C1 level mastery.

Strong analytical and operations management skills - At least one year of prior experience in training. Client focused with superior written and verbal communication skills.

Ability to work under pressure in a faced paced environment with limited structure.

External candidates require 2 years of prior team management experience in a BPO contact Centre in a similar role.

Internal candidates must have a proven record of successful performance on the WNS account, in training capacity.

Qualifications

Preferred Fraud experience (Fraud investigation; BFS, Fraud appeals Local payment fraud Proficiency) in English at the CEFR C1 level mastery.

Any Undergrad/ Grad / Post Grad Strong analytical and operations management skills - At least one year of prior experience in training.

Client focused with superior written and verbal communication skills.

Ability to work under pressure in a fast-paced environment with limited structure.

External candidates require 2 years of prior team management experience in a BPO contact center in a similar role.

Internal candidates must have a proven record of successful performance on the WNS account, in training capacity.