Manager Operations

NLB Services; Gurugram District; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

NLB Services is seeking a Manager – Financial Crime to lead a Compliance Operations team handling Negative News (Adverse Media) screening, OFAC/sanctions screening, and Transaction Monitoring for ecommerce via Third-Party Payment Platforms. The role emphasizes delivering quality, regulatory compliance, and timely escalation management.

The ideal candidate will guide day-to-day operations, drive continuous improvement, and ensure SLAs and client expectations are met from the Gurgaon office, 5

Qualifications

• Bachelor's degree in finance, commerce, business administration or related field.
• Experience in Financial Crime, Compliance Operations, AML/KYC, Adverse Media/Sanctions screening, or Transaction Monitoring.
• Hands-on understanding of OFAC, sanctions screening, transaction monitoring, and financial crime frameworks.
• Experience in team management, mentoring, or process ownership.
• Strong analytical, research, problem-solving and decision-making abilities.
• Proficiency in MS Excel, MIS reporting, dashboards, trackers and data analysis.
• Excellent written and verbal communication and stakeholder management.
• Attention to detail and ability to manage multiple priorities in deadline-driven environment.
• Ability to handle escalations and make decisions in complex situations.

Responsibilities

• Lead, supervise, and mentor a team of Financial Crime/Compliance Analysts to deliver timely, accurate outcomes.
• Allocate work, monitor capacity, productivity, and performance against KPIs and SLAs.
• Ensure adherence to compliance policies, procedures, and regulatory requirements.
• Oversee screening (Negative News, OFAC/Sanctions) and transaction monitoring for TPPP-enabled ecommerce.
• Investigate alerts, analyze risk, and escalate high-risk activity per established processes.
• Prepare MIS, dashboards, and performance reports; present updates to management and stakeholders.
• Engage with clients and internal teams to meet SLA and client expectations.
• Drive process improvements to enhance quality and efficiency.

Skills

Financial Crime domain knowledge

Team management

Open-source intelligence

OFAC & sanctions screening

Transaction monitoring

Analytical thinking

Communication skills

Decision making under pressure

Education

Bachelor’s degree in finance, commerce, business administration, or related field

Tools

MS Excel

MIS reporting

Dashboards

Job description

Role & responsibilities

Location: Gurgaon
Shift: Permanent Night Shift 8:30 PM–5:30 AM or 9:30 PM–6:30 AM
Work Mode: Work from Office (5 days/week)
Open Positions: 1

Job Summary

We are looking for an experienced and driven Manager – Financial Crime to lead and oversee a Compliance Operations team responsible for Negative News (Adverse Media) screening, OFAC/Sanctions screening, and Transaction Monitoring for Third-Party Payment Platforms (TPPP), particularly within the e-commerce ecosystem.

The role will be responsible for managing day-to-day operations and delivery, providing leadership and guidance to the team, ensuring quality and compliance, handling complex escalations, monitoring performance, and managing internal and external stakeholder expectations. The Manager will also play a key role in identifying process gaps, driving continuous improvement, and ensuring adherence to defined SLAs, regulatory requirements, and internal compliance standards.

Key Responsibilities

1. Team Management & Leadership

• Lead, supervise, and mentor a team of Financial Crime/Compliance Analysts to ensure timely, accurate, and consistent delivery.
• Allocate work and monitor team capacity, productivity, turnaround time, and overall performance.
• Establish and monitor team performance against defined KPIs, SLAs, quality benchmarks, and operational objectives.
• Conduct regular feedback and performance discussions and support the professional development of team members.
• Act as the first point of escalation for complex cases, providing appropriate guidance, resolution, and decision-making support.
• Foster a culture of accountability, quality, collaboration, and continuous learning.

2. Financial Crime Operations & Delivery

• Oversee Negative News/Adverse Media screening using open-source intelligence and relevant screening tools.
• Ensure effective execution of OFAC and sanctions screening across customers, counterparties, and transactions.
• Oversee transaction monitoring activities for e-commerce transactions processed through Third-Party Payment Platforms (TPPP).
• Ensure timely investigation, analysis, and disposition of alerts, flagged transactions, customer profiles, and potential risk indicators.
• Ensure appropriate escalation of potentially suspicious or high-risk activity in accordance with established processes.
• Oversee counterparty research and support the maintenance of whitelisting datasets to strengthen monitoring and screening processes.
• Ensure accurate documentation, audit trails, and maintenance of investigation records.

3. Quality, Risk & Compliance

• Maintain high standards of accuracy, productivity, and turnaround time across the team.
• Conduct and oversee quality reviews to ensure consistency and accuracy of investigation and screening outcomes.
• Ensure adherence to established compliance policies, procedures, regulatory requirements, and internal controls.
• Identify operational and compliance risks and ensure appropriate mitigation and escalation.
• Monitor recurring errors, quality gaps, and risk trends and implement corrective actions where required.

4. Reporting, MIS & Performance Management

• Prepare and review daily, weekly, and monthly MIS reports covering productivity, quality, SLA performance, and key risk indicators.
• Analyse operational data to identify trends, performance gaps, risks, and opportunities for improvement.
• Maintain dashboards, trackers, and performance reports to provide clear visibility into team and workflow performance.
• Present operational updates and performance insights to management and relevant stakeholders.

5. Client & Stakeholder Management

• Serve as a key point of contact for internal and external stakeholders on operational performance, delivery updates, queries, and escalations.
• Participate in client calls and provide clear updates on operational status, performance, quality, and key issues.
• Address client feedback and escalations effectively and ensure timely closure of action items.
• Ensure team deliverables remain aligned with client expectations, agreed SLAs, and service requirements.
• Collaborate with internal teams to ensure effective implementation and adherence to compliance policies and procedures.

6. Process Improvement & Change Management

• Identify process gaps, inefficiencies, and opportunities to strengthen risk coverage and operational effectiveness.
• Recommend and implement process enhancements to improve quality, productivity, and turnaround time.
• Support the implementation of new workflows, tools, monitoring approaches, and client-specific requirements.
• Drive continuous improvement initiatives based on operational data, quality findings, stakeholder feedback, and emerging risk trends.
• Ensure the team is effectively trained and prepared for changes in processes, tools, or requirements.

Qualifications & Skills

• Bachelor’s degree in finance, Commerce, Business Administration, or a related field.
• Relevant experience in Financial Crime, Compliance Operations, AML/KYC, Adverse Media Screening, Sanctions Screening, or Transaction Monitoring.
• Strong hands-on understanding of OFAC, sanctions screening, transaction monitoring, and financial crime compliance frameworks.
• Prior experience in team management, people supervision, mentoring, or process ownership.
• Strong analytical, research, problem-solving, and decision-making abilities.
• Proficiency in MS Excel, MIS reporting, dashboards, trackers, and data analysis.
• Strong internet research and open-source intelligence skills.
• Excellent written and verbal communication skills, with the ability to interact effectively with internal and external stakeholders.
• Strong attention to detail and ability to manage multiple priorities in a deadline-driven environment.
• Ability to handle escalations and make sound decisions in complex or ambiguous situations.

Additional Requirements

• Willingness to work permanent night shifts with no rotation.
• Comfortable working full-time from the Gurgaon office, 5 days a week.
• Immediate or early joiners, preferably within 10–15 days, will be preferred.
• Willingness to attend an in-person interview at the Gurgaon office.

Ideal Candidate Profile

The ideal candidate should combine strong Financial Crime/Compliance domain knowledge with people-management, operational leadership, analytical, and stakeholder-management capabilities. The candidate should be comfortable working in a high-volume compliance environment, managing escalations, maintaining quality and SLA standards, and driving continuous improvements across the operation.