Operation Manager Banking / AML

Job Title:

Operation Manager Banking / AML

Job Description

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Essential Functions / Core Responsibilities

• Analyze and maintain all Client Service Level Agreements, implementing improvement plans as needed.
• Maximize revenue generation and support both short- and long-term financial goals, including forecasting, budgeting, and tracking billable and non-billable hours.
• Select, train, develop, and manage the performance of direct reports and their teams in line with company policies and legal requirements.
• Manage and review operational reports, including attendance adherence, performance metrics, and client scorecards.
• Build and maintain strong relationships with client partners.
• Provide leadership and guidance to direct reports to ensure consistent implementation of company policies, standards, and any corrective actions required to meet operational targets.
• Conduct regular one-on-one meetings with direct reports to review individual and team performance and provide ongoing coaching and development.
• Foster a positive work environment through employee engagement and the timely resolution of employee relations issues.
• Participate in cross-functional meetings with Training, PS, Quality, WFM, and TA teams to identify issues and implement action plans for continuous improvement.
• Implement best practices, assess staffing needs, and adjust team structures in line with changing business and client requirements.
• Attend business reviews with the client.
• Manage a team of Team Leaders.

 

Candidate Profile

• Minimum 1 year of leadership experience in Banking/AML field is required.
• Experience as an Operations Manager, Senior Team Leader, or in an equivalent leadership role.
• Previous people management experience, ideally leading Team Leaders or large teams.
• Call center / BPO experience is preferred.
• Strong coaching and performance management skills.
• Proven ability to analyze workflows, identify performance gaps, and implement effective action plans.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong stakeholder management and client-facing skills.
• Fluency in English (B2 or above) is required.
• Fluency in French is a strong asset.
• Willingness to work fully on site from our office in Athens, during standard working hours, Monday to Friday.

 

Why Choose Us?

• Stable Future: Secure your career with an indefinite contract and enjoy 14 salaries per year.
• Financial Growth: Competitive remuneration and performance bonus.
• Everyday Benefits: Daily meal vouchers with Up Hellas Mastercard.
• Health Coverage: Additional health package.
• Global Career Pathways: Opportunities for international career advancement.
• Vibrant Community: Participate in exciting employee events and enjoy our lively culture.
• Wellness Focus: Access a free gym and wellness activities, and unwind at our rooftop cinema with Acropolis views.

   

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

GRC Athens - Minwos 10-16

Language Requirements:

Time Type:

Full time