FinCrime (AML) Outsourcing Coordinator

Wise • Austin, TX

18h • $80,000 - $103,000

About The Position

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . We’re looking for 1 FinCrime Outsourcing Coordinator in Austin to join the FinCrime Vendor Management team, to support our vendor teams to achieve their goals. We are specifically looking for an Outsourcing Coordinator for AML. The Outsourcing Coordinator acts as a bridge between the internal and outsourced teams to track and support outsourced teams' performance. Your mission, should you choose to accept it: Performance management - Regularly monitor the performance and training needs of the outsourced teams, and continue to iterate to improve the quality of their work. Communication and change management - Facilitate smooth communication flows between the internal and outsourced teams to ensure that the outsourced teams have access to the required materials and process guidelines, allowing the latter to do their best work. The Outsourcing Coordinator will liaise with Ops leadership and our Product team on outsourcing demand and capacity to ensure sufficient staffing and adherence to SLAs at all times. Data & reporting - Work with the relevant Wise BI tools to ensure the vendors have access to and the ability to analyze relevant SLAs and agent performance data. The Outsourcing Coordinator will also address any issues with the reports and work on finding long term solutions. Process design and improvement - Highlight technical and product gaps in our outsourcing operations, report bugs and be the main contact for the relevant Wise operational team.The Outsourcing Coordinator is responsible for creating, maintaining and updating documented procedures and processes for the outsourcing teams. Onboarding procedures - Onboard any vendor new joiners to the Wise structure by managing the Contingent Workers space in collaboration with the Wise UT team.

Requirements

• Bachelor’s degree
• At least 1 year of BPO and/or outsourcing experience
• At least 1 year of project management/coordination or operations leadership experience
• At least 1 year of AML operations background in a financial crime investigations or compliance environment, preferably in fintech or a similarly fast-paced financial services environment
• Analytics: experienced in using data to monitor and improve productivity, quality, and overall service delivery.
• Communication skills: possesses effective communication skills and is a strong relationship builder, capable of managing complex relationships.
• Organizational skills: systematic, structured, and well organized.
• Problem-solving. experienced in performing root cause analysis, evaluating options, and implementing effective solutions while maintaining compliance, mitigating risks and driving results.
• Continuous improvement: able to identify gaps and inefficiencies, iterate, and make evidence-based decisions to continuously improve processes while maintaining a collaborative mindset.
• Language Skills: with excellent verbal & written English skills, any other languages are a plus.

Responsibilities

• Regularly monitor the performance and training needs of the outsourced teams, and continue to iterate to improve the quality of their work.
• Facilitate smooth communication flows between the internal and outsourced teams to ensure that the outsourced teams have access to the required materials and process guidelines, allowing the latter to do their best work.
• Liaise with Ops leadership and our Product team on outsourcing demand and capacity to ensure sufficient staffing and adherence to SLAs at all times.
• Work with the relevant Wise BI tools to ensure the vendors have access to and the ability to analyze relevant SLAs and agent performance data.
• Address any issues with the reports and work on finding long term solutions.
• Highlight technical and product gaps in our outsourcing operations, report bugs and be the main contact for the relevant Wise operational team.
• Responsible for creating, maintaining and updating documented procedures and processes for the outsourcing teams.
• Onboard any vendor new joiners to the Wise structure by managing the Contingent Workers space in collaboration with the Wise UT team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level