Ensure the effective and efficient week-to-week operations of the Transaction Screening team (TSS) in Pasay - and that daily/weekly targets are met
Own the development of your analysts/senior analysts through effective OKR setting and performance management
Identify key insights and actions from the Weekly and Monthly TM reporting and share any standout themes with the Team Manager
Complete the monthly team QA and oversee all projects and processes to continuously improve the quality of Analyst work and drive customer experience.
Identify and diagnose people, process, or system problems → implement a short-term fix → plan out any long-term solution, working with other stakeholders where required
Support the Training Team/Senior Analysts with the design and delivery of onboarding/ ongoing training of the team
Support the Team Manager with internal (e.g., Customer team) and external (e.g., client) meetings where required
Be an escalation point for challenging transactions, HVTs, or clients/CSM requests (e.g., in Open) with the support of the Senior Analysts.
Ensure the TSS team meets key SLAs, including resource and shift planning.
Own all client issues and actions related to the TSS team
Assist Compliance Management with complex queries, reporting, and analysis of client behaviour
Collaborate closely with Compliance Management on the delivery of the wider compliance and business framework
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.