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BPO Financial Sanctions SDM
Technical Consultancy, NTT DATA (London City Office)
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Apply now
BPO Financial Sanctions SDM
Technical Consultancy, NTT DATA (London City Office)
Apply now

Who we are:

 

You'll be joining the 6th largest IT Service Provider, present in more than 50 countries. From our roots in Japan, NTT DATA's mission is to facilitate business change and technology transformation across many industries for a better future for our business, people and community. Some of the projects we have supported include the digitising of The Open  golf tournament and applying Formula 1 technology to support medical staff at University Hospitals Leicester.

Everything we do is underpinned by our core values of 'Clients First', 'Teamwork' and 'Foresight' and we achieve these by putting people first.

We support and celebrate our differences and preferences, these are what makes us unique. Some of our initiatives, collectively known as “DO Diversity”, aim to create a space for us to learn and get involved in building a truly diverse environment. Our Culture & Ethnicity Network gives our colleagues a platform to share their various backgrounds; Our NINGEN programme allows the new generation of NTT DATA employees around the world to connect and shape the future of our organisation and the “City Gives Back” allows us to support our local community that has been affected by the COVID-19 pandemic...and much more!

What you'll be doing:

Please note that for this role experience of the London speciality market including knowledge of financial sanctions and financial crime - and ideally the setting up and managing an offshore  sanctions screening team is highly desirable.

As a Business Process Outsourcing (BPO) Service Delivery Manager you will own the management and delivery of the service to our internal and external customers, ensuring that the BPO service is delivered to SLAs and that contract terms are adhered to and ensuring customer satisfaction. In addition you will drive continuous improvement and innovation and ensure that the client and the company receives value for money.  This will require you to manage internal matrix teams and 3rd party relationships.

The successful candidate will have:

  • Led the set up and / or delivery of a BPO service to customers in adherence with SLAs and contractual terms
  • Managed services primarily delivered by offshore practice teams
  • Driven continuous improvement in quality and innovation in client facing environment.
  • Experience of the London speciality market and an understanding of financial sanctions legislation
  • Ensured customer satisfaction through excellent relationships

What you'll need:

As the BPO Service Delivery Manager, the role requires end to end management of the service

Management function to the client

 

The role will sit within the Managed Services function and report to the Industry Delivery Director. The role will require interacting with client stakeholders, NTT DATA UK internal stakeholders and 3rd parties.

Responsibilities will include:

  • End to end responsibility for the BPO service.
  • Management of an offshore team of sanctions technicians. 
  • Ensuring the quality of the sanctions process, both technology and technicians
  • Identifying, reporting and resolving problems
  • Acting as an escalation point for the team where technical guidance is needed
  • Managing the workload to ensure maximum efficiency of the team and delivery of client service levels
  • Management of resourcing levels according to the forecast
  • Managing the service costs to support financial targets
  • Cooperation and daily communication with clients, internal stakeholders and 3rd party suppliers
  • Tracking contractual metrics and reporting on team and service performance
  • Showing foresight and taking action which will lead to tangible and demonstrable service improvement.
  • Team and individual staff skills development
  • Creation of team training and onboarding collateral
  • Leading projects and initiatives
  • Contributing to the enhancement of the product and service

 

Your skills

 

  • Experience of leading a BPO service (or similar internal function) at scale
  • At least 5 years in a team leadership role
  • A track record of managing remote offshore teams
  • Excellent written and verbal communication skills, documentation and presentation abilities
  • Ability to tailor the message to suit the audience – from senior managers to technical staff
  • Ability to work under time pressure and to solve problems
  • Strong investigative and analytical skills
  • A willingness to undertake offshore travel
  • Able to achieve high levels of customer satisfaction

 

Highly Desirable skills

 

  • Experience of setting up and / or managing a sanctions screening team
  • Hands on experience as a financial sanctions SME
  • London speciality market experience and / or a financial crime SME
  • Highly committed, motivated and self-starter able to operate with autonomy and give directions.
  • Ability to work with a diverse group of resources – and able to demonstrate experience with managing conflicts and disagreements at the workplace
  • ITIL certification and / or experience of an ITIL based service management environment
  • Ability to demonstrate tangible benefits resulting from continuous improvement programmes
  • Prior experience of working in a multi-vendor environment and with 3rd party suppliers.
  • Upsell and Cross-Sell abilities.

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Service Line Manager

Stuart Reardon
Managed Services Operations Director

I am the Operations Director for NTTDATA managed services responsible for ensuring the smooth internal running of the service line. This spans everything people and process as well as commercial, financial and governance. I am a qualified engineer, and experienced programme manager with an SAP technology background that moved into this role in 2016. This shows the opportunity NTTDATA enables should anyone join our business.

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Location
NTT DATA (London City Office), 1 Royal Exchange

“Upon joining the NTT DATA UK family, you will experience a culturally diverse organisation living our values of Clients First, Teamwork and Foresight as we partner with our customers every day.

At NTT DATA UK, we are proud to support and invest in our people. We offer a variety of rewarding career paths and opportunities to develop professionally - with access to cutting edge innovation.”

Fernando Apezteguia, CEO, NTT DATA UK

NTT DATA
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