Quality & Operations Manager

October 24, 2022
Application ends: January 31, 2023
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Job Description

Job description / Role

Employment: Full Time

Line of Service

Internal Firm Services


IFS – Risk & Quality (R&Q)

Management Level


Job Description & Summary

The Quality & Operations Support – Manager is part of the Quality & Operations team and operates across all lines of service.  The objective of the Quality & Operations Team is to continually design, implement, provide ongoing support and management of ways in which the Firm can better, more proactively, manage delivery risk.  Increasing the quality of our delivery through bringing a distinctive level of quality  experience to our Clients, the Firm and our People.  In addition the team is responsible for the day to day and strategic operations of the Salesforce Risk module including KYC / KYC Hub.

Primary responsibilities

– Lead Salesforce Risk Module – Client & Engagement Acceptance and KYC (know your client).

– Act as the ME point of contact for Acceptance Salesforce discussion and initiatives with Global teams.

– Act as the ME point of contact for KYC Hub discussion and initiatives with Global teams.

– Act as the the Middle East Questionnaire Administrator – Acceptance questionnaires design, enhancements and implementation, dealing with both Global required changes as well as ME LoS.

– Acceptance and KYC UAT Lead (User acceptance testing).

– Manage and coordinate Business support for technical issues liaising with Acceptance and KYC Hub Global teams.

– Manage and coordinate data clean up exercises as required, liaising with Global and ME LoS R&Q teams and SF representatives.

– Design and deliver trainings to the ME business on new SF Acceptance and KYC Hub releases.

– Build and coordinate a Data Analytics initiative using as a source the Acceptance Salesforce data.

– Discuss with LoS R&Q and CRO to keep the high-risk triggers updated and relevant.

– Act as a key resource and liaison to other functional areas of the Business, building cross-functional relationships as needed.

– Lead a team of 4 Associates to support all SF Risk module and KYC requirements.

Customer – Quality – Subject to capacity

– Support the Enterprise Risk Management programme.

– Conduct quality assurance on the ECR files (Engagement Compliance Reviews).

– Prepare Partner feedback dashboard for R&Q performance.

– Responsible for supporting on continuous review of the programmes to implement improvements and ways in which to better add value to the Businesses, applying digital tools and a constant improvement mindset.

– Consider ways in which efficiencies and greater data outputs can be gained through each of the quality programmes, individually as well as looking at them as a whole.