FinCrime (AML) Outsourcing Coordinator

Wise • Austin, TX

6d • $80,000 - $103,000

About The Position

We’re looking for 1 FinCrime Outsourcing Coordinator in Austin to join the FinCrime Vendor Management team, to support our vendor teams to achieve their goals. We are specifically looking for an Outsourcing Coordinator for AML.
The Outsourcing Coordinator acts as a bridge between the internal and outsourced teams to track and support outsourced teams' performance.
Your mission, should you choose to accept it:
Performance management - Regularly monitoring the performance and training needs of the outsourced teams, to improve the quality of their work.
Communication and change management - Ensuring smooth communication flow between the internal and outsourced teams to ensure that the outsourced teams have access to the required materials and process guidelines to do their best work. The Outsourcing Coordinator will liaise with Ops leadership and our Product team on outsourcing demand and capacity to ensure sufficient staffing and adherence to SLAs at all times.
Working with data & reporting - Working with the relevant Wise BI tools to ensure the vendors have access to and the ability to analyze relevant SLAs and agent performance data. Addresses any issues with the reports and works on finding long term solutions.
Process design and improvement - The coordinator highlights technical and product gaps in our outsourcing, reports bugs and is the main contact for the relevant Wise operational team.The Outsourcing Coordinator is responsible for creating, maintaining and updating procedures and processes for outsourcing teams and diligently documenting them.
Onboarding procedures. The Outsourcing Coordinator is responsible for onboarding any vendor new joiners to the Wise structure by managing the Contingent Workers space and cooperating with the Wise UT team.

Requirements

• Product knowledge. The Outsourcing Coordinator has an in-depth understanding of AML investigations operations with the aim to constantly optimize to drive productivity and efficiency.
• Analytics. The Outsourcing Coordinator is experienced in using data to monitor and improve the productivity and quality of outsourcing teams.
• Communication skills. This individual should have great communication skills and is a strong relationship builder, having the ability to manage multiple stakeholders across Wise and the vendors.
• Organizational skills. The Outsourcing Coordinator is systematic, structured, and well organized.
• Problem-solving. The Outsourcing Coordinator can perform root cause analysis, evaluate options, and implement effective solutions while maintaining compliance, mitigating risks and driving results.
• Language Skills. This individual should have very good verbal & written English skills, any other languages are a plus.

Nice To Haves

• BPO experience
• Project management or coordination experience
• Background in compliance operations or financial crime investigations preferably in fintech or a similarly fast-paced financial services environment

Responsibilities

• Performance management - Regularly monitoring the performance and training needs of the outsourced teams, to improve the quality of their work.
• Communication and change management - Ensuring smooth communication flow between the internal and outsourced teams to ensure that the outsourced teams have access to the required materials and process guidelines to do their best work. The Outsourcing Coordinator will liaise with Ops leadership and our Product team on outsourcing demand and capacity to ensure sufficient staffing and adherence to SLAs at all times.
• Working with data & reporting - Working with the relevant Wise BI tools to ensure the vendors have access to and the ability to analyze relevant SLAs and agent performance data. Addresses any issues with the reports and works on finding long term solutions.
• Process design and improvement - The coordinator highlights technical and product gaps in our outsourcing, reports bugs and is the main contact for the relevant Wise operational team.The Outsourcing Coordinator is responsible for creating, maintaining and updating procedures and processes for outsourcing teams and diligently documenting them.
• Onboarding procedures. The Outsourcing Coordinator is responsible for onboarding any vendor new joiners to the Wise structure by managing the Contingent Workers space and cooperating with the Wise UT team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed