Operations Manager - Investigations

Your responsibilities will include:

• Oversee all daily operations of investigation and effectively manage the team by completing appraisals, identify training gaps and provide coaching, training and support.
• Set, monitor and enforce customer Service Levels and customer issues, resolution/targets and volumes.
• Ensure the Investigation team is working within established procedures and ensure that Bank policies and procedures are adhered to at all times.
• Keep abreast of regulatory changes, system enhancements and departmental policy changes.
• Adhere to department guidelines, policies, and procedures and regulatory requirements governing wire transfers and outsourcing to ensure banking compliance standards are met.
• Provide quality customer services, ensuring all work processes are completed at the highest level of performance and ensuring all customer investigations are actioned and completed timely.
• Ensure all reconciliations/Nostro accounts are reviewed daily and cleared in a timely manner.
• Prepare monthly statistical reports.
• Assist in managing relationships with internal management and committees to ensure the group adheres to and performs in accordance with regulatory requirements regarding all outsourcing relationships.
• Control operating expenses to meet productivity and budget targets.
• Undertake any other tasks as assigned by management to achieve departmental goals and objectives.

Your qualifications and skills include:

• Bachelor’s degree in business, finance, management and/or banking, in addition to 8 years of banking experience with a proven knowledge of all aspects of financial services and operational areas. Prior experience of managing a team is essential.
• Must be familiar with correspondent banking relationships and international money transfers best practices; a thorough knowledge of SWIFT will be an asset.
• Three years of experience in managing and delivering outsourced services.
• Strong organisational, analytical, and problem-solving skills with the capability of assisting the management team in leading support staff in meeting goals in deadline driven environment. Adherence at all times to the underlying principles of the organisational loyalty, integrity and confidentiality.
• Strong technical skills, including proficient knowledge of Microsoft office Suites, (Word, Excel, PowerPoint, Outlook) Access,
• Ability to consistently meet deadlines and prioritise tasks in a deadline driven environment
• General knowledge of Banking products, ledger balances, excellent customer service concepts and anti-money laundering policy and procedures.
• Willingness and ability to adjust working hours with minimal notice and to work on public holidays.