CLM Operations Manager

We are currently seeking an ambitious individual to join this team in the role of CLM Operations Manager

Principal Accountabilities

• Monitoring and reporting performance to the management based on agreed timescales.
• This role also involves liaising with business partners as well as colleagues and senior onshore partners thus ensuring timely resolution of queries.
• Responsible for meeting customer expectations and PLA standards for the overall team.
• Lead and motivate a team in a challenging environment and assist the team in facilitating greater efficiency and timely production of high-quality KYC profiles.
• Interfacing with Client Liaison Group, Compliance, Front Office, and Relationship Managers where applicable especially on matters that involve escalation of pending and ageing profiles.
• Provide adequate training from a client due diligence perspective and develop a team of global KYC professionals.
• Assist the team in comprehending complex ownership structures.
• Act as a KYC knowledge center to the team and ability to resolve queries pertaining to high-risk KYC profiles.
• Interpret regulatory/policy changes and communicate their implications to the team. Ability to establish action points arising out of the same and incorporate the impact within laid down procedures.
• Keeping abreast of developments within the financial regulatory environment and proactively educate the team on the same.
• Work in tandem with the Quality Control team to ensure overall high-quality profiles emanating from the team and address quality issues to meet the established performance standards.
• Ensure implementation and adherence to audit and compliance requirements and proactively highlight potential issues to the management.
• Ensure zero operational/reputational loss.
• Provide timely and effective feedback on performance to the team on job objectives and mentor team members to achieve the expected performance standards.
• Plan for effective utilization of resources and exhibit complete ownership of the business.
• Meet the needs and expectations of customers by ensuring that escalations and complaints are handled in a timely and appropriate manner. Develop and maintain excellent professional relationships with all stakeholders.
• Facilitate continuous improvement of workflow, customer service, personnel development through various initiatives like process re-engineering, training, sharing best practices etc. in conjunction with peers and line management.

Experience, Skills, and Qualifications

• Bachelor’s degree preferably from a public/private university.
• Strong communication (written and verbal), interpersonal and time management skills.
• Ability to learn quickly and to work within tight time frame. 
• Strong knowledge of Central Bank’s guidelines/circulars, internal control requirements, and core banking operations along with HUB Knowledge will be added advantage.
• Relevant work experience in CDD/KYCs and job-related guidance knowledge.
• Strong time management and decision-making skills. 
• Strong Customer Services and People Management Skills.

Internal candidates having less than 12 months’ service in their current role require line manager’s prior approval to apply.