Quality & Operations Manager

- Lead Salesforce Risk Module - Client & Engagement Acceptance and KYC (know your client).
- Act as the ME point of contact for Acceptance Salesforce discussion and initiatives with Global teams.
- Act as the ME point of contact for KYC Hub discussion and initiatives with Global teams.
- Act as the the Middle East Questionnaire Administrator - Acceptance questionnaires design, enhancements and implementation, dealing with both Global required changes as well as ME LoS.
- Acceptance and KYC UAT Lead (User acceptance testing).
- Manage and coordinate Business support for technical issues liaising with Acceptance and KYC Hub Global teams.
- Manage and coordinate data clean up exercises as required, liaising with Global and ME LoS R&Q teams and SF representatives.
- Design and deliver trainings to the ME business on new SF Acceptance and KYC Hub releases.
- Build and coordinate a Data Analytics initiative using as a source the Acceptance Salesforce data.
- Discuss with LoS R&Q and CRO to keep the high-risk triggers updated and relevant.
- Act as a key resource and liaison to other functional areas of the Business, building cross-functional relationships as needed.
- Lead a team of 4 Associates to support all SF Risk module and KYC requirements.

Customer - Quality - Subject to capacity

- Support the Enterprise Risk Management programme.
- Conduct quality assurance on the ECR files (Engagement Compliance Reviews).
- Prepare Partner feedback dashboard for R&Q performance.
- Responsible for supporting on continuous review of the programmes to implement improvements and ways in which to better add value to the Businesses, applying digital tools and a constant improvement mindset.
- Consider ways in which efficiencies and greater data outputs can be gained through each of the quality programmes, individually as well as looking at them as a whole.
- Responsible for supporting on continuous improvements and innovative ideas on all areas of Risk & Quality.
- Support in the continuous review and improvement of quality through the engagement lifecycle, identifying ways in which we can deliver a distinctive quality experience, manage delivery risk and make R&Q easier to do business with.
- Support in the implementation and regular review of a Governance Framework and / or quality checkpoints including a potential Quality Plan.
- Lead, be responsible for, conduct, participate in various ad hoc projects assigned by the CRO.