Global Ops Specialist

Job Description

Position Summary

The Operations Specialist executes routine and complex transactions with general supervision referring the most complex and risk related transactions to management.  Interacts with customers to assess problems and gather information that must be escalated.  Have an understanding of the operational procedures and systems but will be expected to undergo training to keep up the pace of operational changes and to develop appropriate levels of subject matter expertise.

Primary Responsibilities

•With supervision, process routine and complex transactions related to specific asset service functions.

•Contacts Clients both verbally and written.

•Responsible for conducting, reviewing, analysing, resolving and escalating the results of any manual or automated regulatory/compliance related screening conducted by the department.

•Undertakes training of more junior team members as and when required.

•Performs miscellaneous job related duties as needed.

•Is aware of own performance and strives to meet GOCS quality and productivity targets.

•Ensures high customer satisfaction throughout the E2E process.

•Responsible for supporting the department adherence to AML/BSA policies and procedures set forth by various regulatory bodies.

•Refers the most complex problems to Team Manager or Leader as appropriate.

Essential Knowledge & Skills Required

•Customer services experience or equivalent combination of education and experience from which comparable knowledge can be acquired.

•Ability to gather and analyse data from a variety of different sources and use that information for problem-solving.

•Ability to develop strong knowledge of multiple operational processes.

•Excellent Customer Service skills.

•Effective Time Management skills.

•Demonstrates excellent Interpersonal skills.

•Confident, professional phone manner, able to quickly build a rapport with Clients over the telephone.

•Attention to detail and accuracy.

•Skill in the use of personal computers and related software applications.

•Ability to communicate effectively both verbally and written, articulate and confident.

•Professional in both attitude and appearance.

•Ability to work on own initiative and as part of a team.

•Adaptable to change.

Desirable Knowledge & Skills

•Financial services or industry related experience.

•Demonstrates the ability and confidence to bring new ideas and suggestions forward for consideration.