Description
Applicants should be available and willing to work on-site and/or from home depending on business needs.
Operations, Operations Team Leader Bilingual - (AML)
Position overview:
The Operations Team Leader - Bilingual is responsible for directing, monitoring and developing the team of Operations CSR under his/her charge, providing the necessary tools for the team to perform its tasks in order to ensure ongoing compliance of metrics assigned to the account. As an AML Operations Team Lead, you will oversee the daily operations of a team of AML Analysts. Your team is responsible for conducting thorough anti-money laundering reviews, analysing various customer and business activities and following through all necessary actions until resolution. The AML Operations Team Lead is a people lead with a mindset focused on operational efficiency, continuous improvement, and team success.
Key responsibilities:
Monitoring and evaluating calls and/or emails/chats; continuously monitoring and evaluating the performance of the assigned team; constantly monitoring the metrics assigned to the team; monitoring the quality standards required by the account using motivational techniques to stimulate the team; implementing action plans, among others.
-
Team Leadership: Lead by example and drive a customer focused mindset across your team. Promote a culture of ownership and accountability. Build high-performing teams that value knowledge sharing and continuous learning.
-
People management: Coach and develop a strong team of AML Analysts. Come up with initiatives to help your team to grow their skills, behaviours, and competencies. Design and manage development plans on identified opportunities.
-
Operational management: Identify and propose opportunities for process improvements. Collaborate with central functions and other operational teams as needed to increase operational efficiency. Provide guidance and support on complex, high-risk cases and escalations.
-
Performance management: Measure team KPIs and ensure performance targets and quality standards are met while maintaining focus on customer experience. Conduct regular one on one coaching sessions, usually on a weekly or biweekly basis. Run team meetings to ensure that your team is kept up to date with the latest information, share best practices and enhance overall team spirit.
-
Expertise Sharing: Maintain or improve your expertise in your area with the ability to perform deep dives, understand root causes of problematic areas, provide effective coaching sessions to your team, and propose resolutions.
-
Planning and execution: Ensure key performance indicators are being met and provide insights to other stakeholders. Take full accountability in delivering your own initiatives and making sure your team is making progress on their goals.
-
Stakeholder management and communication: Collaborate closely with your stakeholders ensuring clear communication and coordination of actions. You communicate mindfully and professionally while choosing the right formats and platforms to convey your message to a wider audience in a timely manner. Your initiatives and reports are well documented and it has a clear scope that includes potential impact in different areas.
-
Quality assurance and control: Implement and maintain a robust quality assurance framework for your team. Conduct regular checks and reviews of your team’s casework to ensure accuracy, consistency, and adherence to the highest standards of our policies and regulatory obligations. Provide targeted coaching and constructive feedback based on quality findings to drive continuous improvement. Analyse quality metrics to identify trends, address root causes of errors, and develop initiatives that enhance the team's overall performance and mitigate risk.
Requirements & Core Competencies:
-
Schedule flexibility.
-
Able to work onsite.
-
A minimum of 1+ year of experience in Operations (AML or other FinCrime-related operations a plus).
-
At least 1 year of Supervisory experience, with a proven track record of success in performance management, leadership, and cross-functional collaboration.
-
Managing self-development
-
Embracing technology
-
Focusing on customers
-
Giving support
-
Excellent communication skills.
Leadership competencies:
-
Providing leadership
-
Leading change
-
Building an effective team
-
Managing stakeholders
Functional competencies:
-
Advanced Excel - Required
- Functions: SUMIF Joint, average, Count, conditioning formulas (IF, AND, OR)
- Preparation and presentation of advanced graphics
- PivotTables
- Search the data value by VLOOKUP.
- Format Cells
- Advanced Filters
-
Knowledge in Cryptocurrency - Optional
-
Basic Knowledge of Operational Procedures.
-
Customer Service - Advanced.
-
Quality Processes - Advanced.
-
Motivation Theory - Advanced.
Qualifications:
-
University degree in Business Administration, Industrial Engineering, Economics or related careers - Desirable
-
English - B2:
- Oral and written comprehension .
- Appropriate use of language.
-
Proven experience in personnel management
-
Proven track record of taking individual and/or team ownership and responsibilities as well as being a great team-player.
-
Good understanding of the regulatory framework surrounding AML.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
