[C]-Business Analyst Level 4 in Glasgow

Ready to shape the future of work? At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Inviting applications for the role of Manager/Senior Manager – KYC. In this role, you will be responsible for leading and managing a team of 50-100 individuals to achieve organizational goals and objectives. You serve as the leader for team members, checkers and assistant managers, providing guidance, support, and direction to ensure the successful completion of daily tasks and projects. As a functional leader, you will oversee day to day operations, monthly/annual performance and delivery excellence, provide coaching to team leads, create strong governance structure around quality and training, and serve as the primary escalation point for clients & internal stakeholders.

Responsibilities:

• Manage day to day operations as a skip leader.
• Responsible for managing and implementing operational strategies, plans, processes to support new products/existing products.
• Design operational framework and SOPs.
• Manage SLA and other key KPIs.
• Manage quality assurance programs.
• Collaborate with different teams to build reports/dashboards on key metrics.
• Work on RFPs and other transition processes.
• Create RCAs, TNA and do TNI.
• Manage risk-performance, track progress of the team leads, quality checkers and trainers.
• Responsible for coaching team leads, setting strategy, and monitoring progress towards goals.
• Will be involved in hiring and performance management.
• Oversee reward and recognition program to retain talent.
• Ensure compliance with card network regulations (Visa, Mastercard, Maestro, Pulse, AMEX) and regulatory policies.
• Oversee workflow management, queue balancing, and SLA performance.
• Support new process transitions and client onboarding.
• Participate in audits and implement corrective actions.
• Collaborate with client stakeholders, quality assurance (QA) team, and Learning Experience (LX teams) to improve process performance.

Qualifications we seek in you!

• Minimum Qualifications: Graduate with good banking and Financial Services knowledge.
• Demonstrated experience in leadership or supervisory role for midsized teams.
• Relevant experience in BPO operations, preferably in AML & KYC space.
• Clear understanding of financial risk and dealing with major Financial Institutions, and other payments providers, etc. preferably in reputable financial services organizations/FinTech.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Leadership, coaching, and team building capabilities.
• Knowledge of coaching techniques, constructive feedback methods, and adult learning principles.

Preferred Qualifications/Skills:

• Strong interpersonal and people leading skills, with the ability to communicate complex issues clearly to both internal and external customers.
• Demonstrate flexibility to work under 24*7 working environment.
• Experience with process improvement suggestions and implementation.
• Excellent time management skills and organizational abilities.
• Agile and transformative mindset.

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation.
• Make an impact – Drive change for global enterprises and solve business challenges that matter.
• Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities.
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day.
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way.