Know Your Customer VAR

RCO GAP Adv - EN, Know Your Customer - VAR (2508)

Global operations advisor driving customer-focused actions and business metrics across teams. Partners with managers to evolve advisor role, provides trend-based feedback, and implements cross-regional solutions

Works across team(s) and Ops organization WW to enable associates to take the correct action for customers and drive business metrics.

Partner with managers at the sites/functions to continuously evolve advisor role and provide feedback to operations team based on the trend analysis and patterns observed through advisor-investigator working relationship.

Structures and develops implementation of plans and works with Ops leaders to pilot and test new solutions and then roll-out across the broader Ops organization at country/cross-country and/or cross regional level.

Basic Operations: The candidate needs to be able to drive results in a production environment. Will be accountable for responding and solving investigator queries within a defined SLA as per target.
Will be answerable to managers and leaders across sites and must support her/his investigator team towards meeting the operational metrics of quality, productivity.

Associate Support: The Advisor would be responsible for associate query resolution with minimal repeat contacts and establish communication in developing investigators for production work.

Process Improvements: As an Advisor, the candidate would need to identify operational inefficiencies and work towards existing procedures/SOPs to be enhanced.

Key job responsibilities
Problem Resolution and Continuous Improvement:

• Master new advising methodologies and coaching techniques
• Analyze trends and implement data-driven solutions
• Enhance investigator work quality for new and existing teams
• Stay current on tools, processes, and training techniques
• Serve as accessible KYC resource
• Develop and improve existing tools
• Extract insights and formulate recommendations

Cross-Functional Partnerships and Collaboration:

• Drive objectives through cross-functional teamwork
• Influence stakeholders through effective communication
• Convey analysis value to business stakeholders
• Enhance training and quality assurance across teams

Real-time Investigation Support:

• Provide virtual support across the network
• Offer deep dives, mentoring, and escalation assistance
• Facilitate cross-training and knowledge transfer

This role demands a proactive approach to problem-solving, strong analytical skills, and the ability to collaborate effectively across various teams and levels of the organization.

• Drive customer-focused actions and business metrics across worldwide operations
• Evolve advisor function through site manager partnerships and trend analysis
• Develop and implement new solutions with Ops leaders
• Pilot and roll out improvements across country, cross-country, and regional levels

This role optimizes global operations, enhances advisor effectiveness, and scales solutions across the organization.

A day in the life
Key Duties:
• Drive production results and resolve investigator queries within SLAs
• Support team in meeting quality and productivity targets
• Efficiently handle associate queries and develop investigators
• Identify and address operational inefficiencies
• Collaborate with Ops leaders to pilot and roll out new solutions
• Analyze trends in advisor-investigator dynamics for actionable insights

BASIC QUALIFICATIONS

• Good KYC Knowledge
• 12+ months experience as KYC Investigator
• Rotational shift availability
• Peer advising experience
• Risk Management & Fraud domain expertise
• Strong communication skills
• Coaching and leadership abilities
• Adaptability to fast-paced, ambiguous environments
• Virtual advising and cross-cultural competence

Ideal candidate combines technical knowledge, investigative experience, and strong interpersonal skills to excel in a dynamic, global role

PREFERRED QUALIFICATIONS

Preferred Qualifications:

• Consistent top performer with strong leadership principles
• KYC process expertise
• Coaching and Mentoring skills
• Short Term Advisor experience