FinCrime & Financial Services Service Tower Lead

Description

Established in the region for 40 years, PwC has around 8,000 people in 12 countries across the region: Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, the Palestinian territories, Qatar, Saudi Arabia and the United Arab Emirates.

Our regional team operates across the Middle East bringing international experience delivered within the context of the region and its culture. We can bring the collective knowledge and experience of more than 328,000 people across the entire global PwC network in advisory, assurance and tax to help you find the value you are looking for.

Job Description & Summary

Line of Service and Overview:

At PwC, we are investing in growing our Managed Services business. Managed Services is the delivery and execution business within PwC. It brings the best of PwC’s advisory capabilities and our operational delivery to help clients solve complex problems. Supported by our regional and global network of delivery centers, we support our clients in our own state of the art facilities or on their own sites as required. We are a mixed group of operational professionals from diverse industry backgrounds

Job Summary:

What does this role aim to achieve in the firm/what impact does the role create

The FinCrime & Financial Services Service Tower Lead is responsible for overseeing the daily operations and providing subject matter expertise and quality oversight for the related Managed Services proposition. This role entails effective collaboration with stakeholders and leadership of a cross-functional team across various delivery centers

Roles and Responsibilities:

Financial Services MS Delivery Oversight

• Oversees operational execution and delivery of Managed Services in line with business objectives.
• Oversees the delivery team day-to-day, including providing oversight for key client deliverables / outputs, and provides recommendations for service improvement.
• Assumes overall accountability for the oversight and successful execution of all engagements within the Managed Services portfolio.
• Holds overall accountability for SLA / OLA compliance across engagements and implements corrective actions to address any deviations, and continuously improves service delivery.

Quality, Delivery Excellence & Continuous Improvement for Financial Services MS

• Oversees quality reviews and audits to ensure that delivery complies with established standards and client expectations and leads quality improvement initiatives based on feedback and observations.
• Working with the business to design, develop, and implement comprehensive service delivery policies, standards, and processes that align with business objectives and industry best practices.
• Ensures that all function related activities are in line with established policies, procedures, and compliance standards.
• Stays updated on industry trends and emerging technologies to maintain best practices.

People Management for Financial Services MS Team

• Supports with recruitment and onboarding activities for Managed Services delivery staff.
• Sets overall resource planning strategies to match project demands with available talent within the service function.
• Monitors resourcing of the Managed Services delivery staff and works with the relevant teams to support utilisation and effective deployment of staff
• Provides ongoing pastoral support and people oversight for the Managed Services delivery staff including overseeing career coaching and allocations, performance management and promotion processes and moderation decisions and people related issues and escalations.
• Identifies learning and development needs and develops and oversees the implementation of a training plan that includes learning resources.
• Monitors Managed Services delivery staff engagement, wellbeing and attrition levels and implements initiatives to support a positive work environment.
• Leads, mentors, and motivates the service delivery team, fostering a culture of excellence, high performance, and continuous learning.

Preferred skills

• Capacity to review MI to identify bottlenecks in review processes
• Solid understanding in data modeling concepts and techniques
• Strong analytical and problem-solving skills with the ability to translate complex data into meaningful insights
• Familiarity with other data analytics tools, programming languages, or statistical software is a plus
• Familiarity with the financial crime technology stack (including watchlist management systems, case management tooling, transaction monitoring and screening)
• Experience in delivering weekly and monthly business metrics and reporting
• Background of identifying and remediating quality gaps in team performance

Expected Competencies:

Values, behaviors & attitude

• Strong leadership and people management skills.
• Excellent client relationship management abilities.
• Proven ability to drive process improvements, organisational excellence and manage change.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Ability to interact effectively in a regional team

Required Language Skills:

• Proficient in written and spoken English and Arabic
• Minimum Education and Specific Qualification:
• Bachelor’s Degree in Business or similar is required
• Certifications preferred (e.g. CFE, ACAMS or similar)

Minimum years experience required

• Minimum of 7 years financial services experience, with at least 3-5 years in a leadership role in a related function. Experience in a managed services or shared services environment is highly desirable, preferably with GCC clients
• Deep knowledge in the domains of KYC, Fraud and Financial Crime Operations. Knowledge of financial crime regulatory frameworks (CBUAE, SAMA, OFAC etc).

For further information, and to apply, please visit our website via the “Apply” button below.