Team Leader (AML & KYC) Eastwood QC

🌟 We're Hiring: Team Leader (R-106547)! 🌟

The Responsibilities:

● Manage a team of agents to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.
● Ensure that agents are informed and trained on product and system updates necessary to perform their tasks effectively.
● Conduct business reviews and performance management activities to assist in the agents continuous development.
● Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
● Assist in queue management using the tools available to them and in coordination with the Global Command Center.
● Prepare and submit all required reports (which includes but not limited to performance reviews, Agent KPI performance, scorecards, case analysis) to the Operations Manager.
● Attend internal and external calibration sessions and other client meetings.
● Perform administrative and other similar tasks, as assigned.
● Act as a liaison between the management / Human Resources group and the agents. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.
● Conduct team building activities and design performance-based incentive programs in accordance with documented policies.
● Ensure that the agents conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.

Knowledge, Skill Set & Qualifications Required (External)

• Minimum of 1 year of recent experience in AML (Anti-Money Laundering), KYC (Know Your Customer), Financial Services, or Chargeback Disputes preferred.

• At least 2 years of experience in Customer Support or Financial Services Operations.

• Minimum of 2 years of experience in a supervisory or team lead role.

• Proven experience managing teams of 10 or more members.

• Familiarity with AML/KYC processes, financial crime prevention, customer verification, risk assessment, or chargeback and dispute resolution workflows is highly preferred.

• Experience handling financial services accounts, transaction monitoring, fraud investigations, or payment disputes is a strong advantage.

• Strong proficiency in PC-based systems, internet tools, and reporting applications.

• Ability to handle confidential and sensitive financial information in compliance with applicable policies and regulations.

• Strong analytical skills with the ability to prioritize tasks, manage workload effectively, and drive results.

• Excellent leadership, communication, coaching, and decision-making skills.