Leads the frontline team in the achievement of project milestones and team goals To oversee the day-to-day activities of a group of employees Coaches, motivates and guides team members Utilizes best practice processes around work assignments, Project management and quality of output while maximizing overall team’s performance To improve efficiency, quality and services of ongoing projects/processes Monitor’s performance of team and reports results/issues to leadership Regularly review the work of team members and provide constant feedback Ensures team is meeting or exceeding contractual and service level obligations to customers Interacts with customers and internal departments to resolve issues Ensures accurate and timely processing of transactions to meet and exceed customer SLA Adhere to all appropriate and agreed standardized processes and procedures Acting as the Subject Matter Expert for the team Conducting & leading the training programs based on business needs Attending team meetings and customer calls to gather feedback and updates Job Requirements & eligibility Criteria: 5+ Years of experience in Banking BPO is preferred University degree or equivalent 3+ years of formal studies preferably an Accounting or Commerce Graduates Minimum of 2+ years of Team handling is a Mandatory Excellent understanding or an SME of KYC/AML/CDD experience Excellent people management and interpersonal Skills Excellent Oral & Communication skills Ability to work scheduled shifts from Monday-Friday 02:00 PM to 12:00 AM Ability to communicate (oral/written) effectively in English to exchange information with our client.