Lead Associate - WNS Global Services - Gurugram, Haryana
(2024-01)
- Performed KYC verification during account opening, ensuring customer identity documents were validated in line with US compliance requirements.
- Handled customer requests for account detail changes, conducting due diligence before updating records.
- Maintained accurate documentation and case notes for audit and compliance purposes.
- Escalated discrepancies or suspicious activity to compliance teams as per AML guidelines.
- Provide operational leadership for a team of 16 in a high-volume US fintech environment, driving consistent productivity and adherence to quality standards.
- Monitor and analyze key performance indicators (KPIs), generating detailed reports that identify trends on a weekly and monthly basis.
- Resolve escalated customer concerns promptly using expert knowledge of compliance guidelines, boosting customer experience.
- Lead coaching and development initiatives, oversee disciplinary actions, and implement reward and recognition programs to sustain high team morale.
Associate - Concentrix - Gurugram, Haryana
(2021-08 - 2024-01)
- Verified documents (IDs, utility bills, bank statements) submitted during registration to authenticate the seller's identity and business address.
- Ensure that the seller's application meets all local legal and Amazon marketplace guidelines.
- Correspond with applicants (via email or cases) to request missing information or explain application rejections.
- Mentored and onboarded new hires, tracking progress to ensure seamless team integration.
- Provided floor support and conducted comprehensive quality audits to ensure operational excellence. Analyzed performance data and generated detailed reports to identify process gaps and drive continuous workflow improvements.
