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Team leader(Mandarin Speaker)

Team leader(Mandarin Speaker)

Two95 International Inc.Cyberjaya, Selangor, Malaysia
30+ days ago
Job description

Team Lead

  • Oversees the daily throughput within their control.
  • Serves as a point of contact for team members as KYC SME.
  • Maintains a thorough understanding of client policies and procedures.
  • Holds responsibility for all cases within their scope of influence.
  • Reviews all periodic refresh emails from team members to relevant stakeholders.
  • Communicates with salespeople, relationship managers, and customers to obtain necessary information.
  • Follows up with internal partners to ensure timely action on cases requiring their input.
  • Ensures timely delivery of high-quality, error-free work while minimizing reliance on onshore SMEs.
  • Responsible for the overall quality of the team’s work and ensuring deadlines are met.

Production Manager

  • Becomes the KYC SME on the floor.
  • Knows Scotiabank's policies and procedures thoroughly.
  • Acts as the point of contact for all communications regarding cases and liaising within the bank.
  • Ensures SLAs for their control range are met.
  • Delivers high-quality work on time at expected throughput rates with minimal support from onshore SMEs.
  • Participates in all calls with Business units, AML Advisory, AML Risk, and external clients.
  • Assists internal stakeholders with inquiries and ad hoc requests.
  • Prioritizes work and manages volume spikes to meet business demands, including ad hoc requests and projects.
  • Responds to changes such as regulations, new business, and technology initiatives.
  • Identifies learning opportunities and promotes team development on policy and product knowledge.

    • Program Manager

  • Oversees the delivery of SOWs and tracks scope changes.
  • Acts as the Tech Mahindra SPOC for program setup and execution, and as BNS’s point of contact throughout the contract period.
  • Shares regular progress reports with leadership and stakeholders, highlighting risks and seeking support.
  • Coordinates projects with Production Managers, providing guidance where needed.
  • Promotes collaboration, quality, accountability, and continuous improvement.
  • Responds promptly to risks and issues, escalating as necessary.
  • Fosters a culture of coaching and continuous learning, developing future managers and managing succession planning.
  • Ensures staffing stability and resource hiring.
  • Tracks resource and project SLAs.
  • Manages all aspects of employee lifecycle with BNS and Tech M.
  • Serves as the point of contact for IT requirements.
  • Ensures process compliance and quality.
  • Executes tactical moves, such as team pivoting according to priorities.
  • Coordinates support functions within BNS and Tech M.
  • Oversees site operations and management.

    • Additional requirement : Able to read, speak, and write Mandarin.

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