Delivery Manager – AML/KYC & Financial Crime Operations

Tata Consultancy Services Limited; Milford (OH); Presencial; USD 140.000 - 180.000; Jornada completa

Descripción de la vacante

Tata Consultancy Services Limited is seeking a Delivery Manager for AML/KYC & Financial Crime Operations in the United States. You will lead managers and teams across AML/KYC activities, ensuring end-to-end delivery, regulatory compliance, and client satisfaction.

The role emphasizes governance, risk management, workforce planning, and continuous improvement within a BPO setting. Strong leadership, communication, and stakeholder management are essential for success.

Formación

• Bachelor’s degree or equivalent professional experience.
• 10+ years of AML, KYC, EDD, financial crime compliance, banking operations, or related areas.
• 5+ years of operational or people leadership experience, preferably managing managers or multiple teams.
• Experience within a BPO, shared-services, managed-services, captive, or geographically distributed delivery environment.
• Strong experience in transaction monitoring, AML investigations, KYC/CDD/EDD, customer risk assessment, remediation, or related financial crime operations.
• Demonstrated experience managing SLAs, KPIs, quality, workforce capacity, operational risk, and client governance.
• Experience supporting audits, compliance testing, or regulatory examinations.
• Strong client-facing, stakeholder-management, analytical, and communication skills.

Responsabilidades

• Own end-to-end delivery of AML/KYC operations, including transaction monitoring, alert investigations, CDD/EDD, periodic reviews, remediation, and other financial crime activities.
• Ensure achievement of SLAs, KPIs, turnaround times, productivity, quality, and compliance requirements.
• Monitor volumes, inventory, aging, backlog, throughput, productivity, utilization, capacity, and staffing.
• Develop recovery plans for delivery, quality, staffing, or service-level risks.
• Oversee complex or high-risk cases and ensure appropriate investigation, documentation, disposition, and escalation.
• Manage delivery across multiple teams, processes, shifts, or locations as required.
• Maintain appropriate business continuity and operational resilience plans.

Conocimientos

Operational leadership

People leadership

Client management

Stakeholder management

Analytical skills

Communication skills

Project management

SLA/KPI governance

Educación

Bachelor’s degree or equivalent

Descripción del empleo

The Delivery Manager – AML/KYC & Financial Crime Operations is responsible for the end-to-end delivery of AML, KYC, Enhanced Due Diligence (EDD), transaction monitoring, and related financial crime operations within a BPO environment.

The role combines strong financial crime domain expertise with client management, operational leadership, people management, SLA/KPI governance, workforce planning, quality and compliance oversight, financial management, and continuous improvement.

The successful candidate will lead managers and operational teams while ensuring consistent delivery against client expectations, regulatory requirements, contractual commitments, quality standards, and business objectives.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end delivery of AML/KYC operations, including transaction monitoring, alert investigations, CDD/EDD, periodic reviews, remediation, and other financial crime activities.
• Ensure achievement of SLAs, KPIs, turnaround times, productivity, quality, and compliance requirements.
• Monitor volumes, inventory, aging, backlog, throughput, productivity, utilization, capacity, and staffing.
• Develop recovery plans for delivery, quality, staffing, or service-level risks.
• Oversee complex or high-risk cases and ensure appropriate investigation, documentation, disposition, and escalation.
• Manage delivery across multiple teams, processes, shifts, or locations as required.
• Maintain appropriate business continuity and operational resilience plans.

AML/KYC, Risk & Compliance

• Ensure operations comply with applicable BSA/AML requirements, USA PATRIOT Act requirements, FinCEN expectations, Customer Due Diligence requirements, beneficial ownership requirements, and OFAC sanctions obligations.
• Provide oversight of high-risk customers, PEPs, complex legal entities, beneficial ownership, adverse media, sanctions exposure, source of funds, source of wealth, and customer risk assessments.
• Ensure suspicious activity indicators, sanctions concerns, policy exceptions, and control weaknesses are appropriately identified and escalated.
• Maintain complete, accurate, defensible, and audit-ready case documentation.
• Support internal audits, client reviews, compliance testing, and regulatory examinations.
• Drive root-cause analysis and corrective/preventive actions for quality, compliance, or control issues.

Client & Stakeholder Management

• Serve as the primary delivery contact for assigned client stakeholders and internal partners.
• Build strong relationships across Compliance, Operations, Risk, Quality, Technology, Workforce Management, Training, and Transformation teams.
• Lead operational governance, including weekly/monthly business reviews and QBRs.
• Present performance, quality, staffing, risk, financial, and transformation updates to client and senior leadership.
• Manage client escalations and establish corrective or service-recovery plans when required.
• Ensure timely and accurate reporting, management information, and ad hoc client deliverables.
• Lead and develop Team Managers, SMEs, quality professionals, analysts, and investigators.
• Establish clear expectations for productivity, quality, compliance, attendance, and professional conduct.
• Oversee workforce and capacity planning based on volumes, productivity, shrinkage, attrition, and forecast demand.
• Partner with recruitment, HR, training, and workforce teams to maintain appropriate staffing and skill levels.
• Drive employee engagement, retention, performance management, succession planning, and leadership development.
• Build team capability in investigative reasoning, transaction analysis, customer risk assessment, complex ownership structures, and financial crime controls.
• Manage delivery financials, including budget, cost, productivity, utilization, and margin performance.
• Monitor performance against staffing plans, forecasts, and contractual assumptions.
• Identify opportunities to reduce inefficiencies and improve productivity while maintaining regulatory and quality standards.
• Support effort estimates, scope changes, staffing proposals, and business cases for additional services.
• Partner with account leadership and Finance on forecasting and delivery optimization.

Quality & Performance Governance

• Maintain effective quality-control and quality-assurance frameworks.
• Track quality, accuracy, rework, first-time-right performance, operational defects, and recurring issues.
• Conduct or oversee calibration sessions and ensure consistent application of procedures and risk-based decision-making.
• Use operational dashboards and management reporting to identify trends and emerging risks.
• Ensure policy, regulatory, and procedural changes are implemented through appropriate communication, training, and validation.
• Identify opportunities to improve quality, productivity, controls, workflow efficiency, and client experience.
• Drive root-cause analysis, process standardization, and corrective improvement initiatives.
• Support automation, analytics, workflow enhancements, and appropriately controlled AI-enabled solutions.
• Lead or support operational transitions, migrations, remediation programs, and regulatory or technology-driven change.
• Measure and track improvement benefits to confirm sustainable outcomes.

Required Qualifications

• Bachelor’s degree or equivalent relevant professional experience.
• Typically 10+ years of experience in AML, KYC, EDD, financial crime compliance, banking operations, or related areas.
• Typically 5+ years of operational or people leadership experience, preferably managing managers or multiple teams.
• Experience within a BPO, shared-services, managed-services, captive, or geographically distributed delivery environment.
• Strong experience in transaction monitoring, AML investigations, KYC/CDD/EDD, customer risk assessment, remediation, or related financial crime operations.
• Demonstrated experience managing SLAs, KPIs, quality, workforce capacity, operational risk, and client governance.
• Experience supporting audits, compliance testing, or regulatory examinations.
• Strong client-facing, stakeholder-management, analytical, and communication skills.