Associate Manager

Role summary

Operations and service quality

• Manage daily operations and meet or exceed service standards, including zero-defect expectations.
• Oversee pre-processing, payment processing and clearing, investigations, and static data setup, maintenance, pricing, and billing.
• Carry out operational duties as directed and ensure operating instructions and customer instructions are followed.
• Maintain close customer relationships and ensure service issues are promptly escalated and addressed.
• Initiate service-quality initiatives and improve process timeliness.

People and strategy

• Manage direct staff responsibilities and set appropriate expectations for the team.
• Provide ongoing training and development, effective supervision, and performance objectives and feedback.
• Promote collaboration, staff involvement, service excellence, process innovation, and digitization.

Risk, controls, and governance

• Ensure compliance with applicable regulations and company and group policies; identify exceptions and initiate corrective and preventive action.
• Follow applicable money-laundering prevention and sanctions procedures and report suspicious transactions.
• Oversee audit and risk controls for cash services operations and monitor operational, system, and channel risks.
• Work with UORM to develop and implement compliance and operational-risk controls and monitoring plans.
• Maintain risk monitoring updates and ensure identified risks and issues are resolved appropriately and on time.
• Provide oversight across three hubs for regulatory, business-conduct, and compliance standards.

Location and work arrangement

• The posting lists Chennai, India, and specifies office working.

Posting details

Requirements

• Manage and supervise direct staff in Cash Management Operations.
• Ensure staff are trained, suitably skilled and qualified, and effectively supervised to mitigate risk.
• Ensure adherence to service standards, operating instructions, regulatory requirements, and company and group policies.
• Apply money laundering prevention and sanctions policies and report suspicious transactions to the line manager.
• Monitor operational, system, and channel risks and maintain appropriate controls and reporting.