Manager, Compliance Operations

JOB PURPOSE:
Describing the overall objective of the job and, essentially, why the job exists. What needs to be done to achieve results.
The purpose of this job is to provide end-to-end governance, oversight and performance management of outsourced Compliance Operations activities performed by WNS in India, covering approximately 70 FTE across Name Screening, Payment Screening and Transaction Monitoring Level 1 alert disposition processes.
This entails ensuring that WNS delivers timely, accurate, risk-based and auditable alert review outcomes in line with Bank policies, procedures, SLAs, regulatory expectations and agreed operating model.
KEY ACCOUNTABILITIES:

• Provide day-to-day governance and oversight of the WNS-managed Compliance Operations offshore team in India, covering approximately 70 FTE across Name Screening, Payment Screening and Transaction Monitoring Level 1 alert disposition activities.
• Ensure adherence to agreed SLAs, turnaround times, productivity standards, quality benchmarks, escalation protocols and contractual obligations under the outsourced operating model.
• Oversee timely and accurate disposition of alerts, including false match / false positive closures, RFI management, escalation of unresolved or higher-risk cases, and handoff to onshore Compliance teams in accordance with documented procedures.
• Review and challenge WNS performance through structured governance forums, daily / weekly operational reviews, ageing analysis, backlog management, exception tracking and root cause analysis.
• Establish and maintain robust MI dashboards covering volumes, capacity, productivity, ageing, quality, rework, escalations, breaches, incidents, complaints, training completion and thematic risk indicators.
• 
  Ensure WNS activities remain fully traceable and audit-ready, with clear rationale, supporting evidence, case notes, maker-checker controls where applicable, and complete documentation in approved systems and repositories.
• Coordinate with Financial Crime Compliance, Sanctions, AML, MLRO / DMLRO teams, Operations, Technology, Operational Risk, Internal Audit, Procurement and WNS leadership to resolve issues and strengthen the outsourced control environment.
• Lead periodic process walkthroughs, quality calibration sessions, sample reviews and control testing to validate that WNS outputs comply with policy, procedure, regulatory expectations and agreed adjudication standards.
• Identify, priorities and deliver automation, workflow digitisation, data standardization, exception reduction and process re-engineering opportunities across screening and monitoring processes
• Partner with Technology, Compliance SMEs and WNS operational excellence teams to evaluate use cases such as automated queue management, RFI workflow tracking, narrative standardization, quality analytics, robotics, AI-assisted review support and enhanced MI.
• Maintain current and granular SOPs, desktop procedures, training materials, escalation matrices and governance artefacts for WNS-managed Compliance Operations activities.
• Support capacity planning and workforce alignment by validating volumes, productivity assumptions, leave coverage, training needs, span of control, cross-skilling opportunities and contingency arrangements.
• Ensure incidents, SLA breaches, quality failures, control gaps and audit / assurance observations are promptly logged, escalated, remediated and tracked to closure through agreed governance channels.
• Drive a culture of continuous improvement, control ownership, operational discipline and risk awareness across the outsourced Compliance Operations service delivery model.
  

Requirements:
EXPERIENCE & ACADEMIC QUALIFICATIONS:

• Minimum formal qualifications required as part of the job.
• Bachelor's degree in finance, Business Administration, Accounting, Risk Management, Law, or a related discipline.
• Professional certifications in AML/Financial Crime Compliance or Risk Management (e.g., CAMS, ICA, CFE, CRCM) are preferred.
• Minimum 5–7 years of experience within Banking Operations, Financial Crime Compliance, AML, Sanctions Screening, Transaction Monitoring, or Operational Risk functions.
• Experience in managing or governing outsourced/shared service operations, including vendor performance management, service level monitoring, and operational governance.
• Strong knowledge of AML, Sanctions, Name Screening, Payment Screening, and Transaction Monitoring processes, including applicable regulatory and compliance requirements.
• Experience in managing operational risk, control testing, audit reviews, regulatory inspections, and remediation of control gaps.
• Demonstrated experience in developing management information (MI), performance dashboards, KPI/KRI reporting, capacity planning, and service performance optimization.
• Strong people and performance management experience, including overseeing large operational teams in onshore and offshore environments