Senior Manager, Head of Escalations

4 days ago

Singapur, Singapore Visa Full time
Job Description

The role:

As a Head of Escalations, you will be responsible for overseeing and responding to daily compliance operations escalations across multiple business units. Your role involves making critical decisions on high-risk client applications, presenting cases to senior stakeholders, and delivering training on policy changes. You will drive operational efficiencies, implement 24/5 coverage plans, and contribute to the enhancement of the financial crime framework. Your role also includes managing the financial crime enhancement plan, responding to client queries, and assisting with Visa risk management reporting. Excellent communication skills, strong knowledge of financial crime, and the ability to work independently are key to this role.

The Details

  • Leading the response to daily escalations from compliance operations across multiple business units, including high-risk transactions and unique cases.
  • Making decisions on high-risk client applications, ensuring consistent judgement across all business units.
  • Presenting specific cases to senior stakeholders, including the Head of Financial Crime and MLRO (Money Laundering Reporting Officer).
  • Developing and delivering training programs on policy changes to compliance teams across all business units.
  • Providing coaching and guidance to country level Escalations Managers on escalated cases.
  • Enhancing the financial crime framework by identifying new typologies and potential policy gaps.
  • Assisting the Head of Financial Crime and country level HOC/MLRO’s in updating policy documents and developing new controls.
  • Staying updated on financial crime regulations and understanding their impact on the company.
  • Assessing the impact of wider business changes on the compliance operations team.
  • Overseeing the initial review of PEP forms, responding to sanction alerts, and attending new business onboarding forums as a delegate of the Head of Financial Crime.
  • Managing the financial crime enhancement plan and updating the country risk matrix.
  • Completing bank/client RFIs and assisting with the financial crime risk assessment.
  • Leading the company's response during external audits.
  • Serving as the point of contact for financial crime queries from clients and explaining decisions to sales teams and clients.
  • Reviewing financial crime data in management information meetings.
  • Updating financial crime policies and procedures.
  • Assisting with Visa risk management reporting.
  • Driving operational efficiencies within the escalations function, identifying areas for improvement, and implementing changes.
  • Developing and implementing coverage plans to ensure 24/5 support across all business units.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.


Qualifications

Basic Qualifications

  • Minimum 5 years of relevant escalations and compliance experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD


What you will need

  • Sound knowledge on AML/ATF typologies.
  • Good understanding of core pillars of effective AML, ATF and client due diligence programs and appropriate legislation
  • Experience in regulatory Compliance, including direct work with different regulatory authorities is essential.
  • Experience designing and managing AML & Sanctions related product features and development.
  • Ability to effectively collaborate and influence to lead cross-functional stakeholders.
  • Fast learner and critical thinker, ability to interpret rules and policies and clearly articulate applicability to programs.
  • Strong communication skills (verbal and visual) with an ability to explain complex compliance, business and technical concepts to broad audiences in an approachable way
  • Strong attention to detail and ability to manage multiple projects/ initiatives to conclusion through multi-functional teams.

What will also help

  • Multi-national experience and perspective would be a strong plus
  • Passion for payments and creating new solutions
  • Professional AML/ATF (ACAMS) accreditation
  • Flexible to work in an environment where needs are continually changing
  • Ability to multi-task and able to work with minimal supervision
  • Deep expertise of the payment's ecosystem preferred or alternately, good understanding of payments business and associated risks


Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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