Sr Specialist, Servce Ops

7 days ago

Singapore Dept_PhysLoc Full time

ACAMS is the largest international membership organization dedicated to providing opportunities for anti-financial crime (AFC) education, best practices, and peer-to-peer networking to AFC professionals globally. With over 90,000 members across 180 jurisdictions, ACAMS is committed to the mission of ending financial crime through the provision of anti-money laundering/counterterrorism-financing and sanctions knowledge-sharing, thought leadership, risk-mitigation services, ESG initiatives, and platforms for public-private dialogue. The association’s CAMS certification is the gold-standard qualification for AFC professionals, while the CGSS certification is its premier specialist qualification for sanctions professionals. ACAMS’ 60 Chapters globally further amplify the association’s mission through training and networking initiatives. Visit acams.org for more information.
- Review, score and provide feedback on quality audits for department colleagues - Performs routinely reports to reverse and correct discrepancies which includes reconciliation reports impacting revenue. - Monitors and reviews KPI to ensure the team meets and/or exceeds expectations - Work with the Supervisors and Manager to create and maintain and effective quality assurance program. - As Lead for Event Operations execute on related tasks, develop reports and collaborate with other departments for a successful event - Consistently review survey results ensuring dissatisfied survey respondents have been contacted with any outstanding issued resolved while providing feedback to the team. - Leads by example by adopting a hands-on approach to resolve escalated situations and promotes a forward-thinking frame of mind within the team - Proactively seeks, analyzes, and reports ineffective, inefficient, and outdated procedures and policies - Partners regularly with departments on improvement projects and to ensure compliance - Communicates and enforces changes on departmental and company policies - Works closely with Operations Department to report issues and provide recommendations on current and forthcoming procedures - Maintains and promotes interregional communications regarding process enhancements and policy with Europe and Asia - Independent and self-directed - Can work with minimum supervision. - Make recommendations to the CS Ops Manager for staffing requirements, hiring and terminating staff as needed. - Maintain on-going knowledge of customer service industry knowledge and trends. - Coach and mentor staff. - Maintain open and consistent lines of communication with other departments - Seek to consistently deliver an excellent customer service experience - Supervises colleagues as needed and assigns tasks

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