Global operations advisor driving customer-focused actions and business metrics across teams. Partners with managers to evolve advisor role, provides trend-based feedback, and implements cross-regional solutions
Works across team(s) and Ops organization WW to enable associates to take the correct action for customers and drive business metrics.
Partner with managers at the sites/functions to continuously evolve advisor role and provide feedback to operations team based on the trend analysis and patterns observed through advisor-investigator working relationship.
Structures and develops implementation of plans and works with Ops leaders to pilot and test new solutions and then roll-out across the broader Ops organization at country/cross-country and/or cross regional level.
Basic Operations: The candidate needs to be able to drive results in a production environment. Will be accountable for responding and solving investigator queries within a defined SLA as per target.
Will be answerable to managers and leaders across sites and must support her/his investigator team towards meeting the operational metrics of quality, productivity.
Associate Support: The Advisor would be responsible for associate query resolution with minimal repeat contacts and establish communication in developing investigators for production work.
Process Improvements: As an Advisor, the candidate would need to identify operational inefficiencies and work towards existing procedures/SOPs to be enhanced.
Key job responsibilities
Problem Resolution and Continuous Improvement:
• Master new advising methodologies and coaching techniques
• Analyze trends and implement data-driven solutions
• Enhance investigator work quality for new and existing teams
• Stay current on tools, processes, and training techniques
• Serve as accessible KYC resource
• Develop and improve existing tools
• Extract insights and formulate recommendations
Cross-Functional Partnerships and Collaboration:
• Drive objectives through cross-functional teamwork
• Influence stakeholders through effective communication
• Convey analysis value to business stakeholders
• Enhance training and quality assurance across teams
Real-time Investigation Support:
• Provide virtual support across the network
• Offer deep dives, mentoring, and escalation assistance
• Facilitate cross-training and knowledge transfer
This role demands a proactive approach to problem-solving, strong analytical skills, and the ability to collaborate effectively across various teams and levels of the organization.
• Drive customer-focused actions and business metrics across worldwide operations
• Evolve advisor function through site manager partnerships and trend analysis
• Develop and implement new solutions with Ops leaders
• Pilot and roll out improvements across country, cross-country, and regional levels
This role optimizes global operations, enhances advisor effectiveness, and scales solutions across the organization.
A day in the life
Key Duties:
• Drive production results and resolve investigator queries within SLAs
• Support team in meeting quality and productivity targets
• Efficiently handle associate queries and develop investigators
• Identify and address operational inefficiencies
• Collaborate with Ops leaders to pilot and roll out new solutions
• Analyze trends in advisor-investigator dynamics for actionable insights
• Good KYC Knowledge
• 12+ months experience as KYC Investigator
• Rotational shift availability
• Peer advising experience
• Risk Management & Fraud domain expertise
• Strong communication skills
• Coaching and leadership abilities
• Adaptability to fast-paced, ambiguous environments
• Virtual advising and cross-cultural competence
Ideal candidate combines technical knowledge, investigative experience, and strong interpersonal skills to excel in a dynamic, global rolePreferred Qualifications:
• Consistent top performer with strong leadership principles
• KYC process expertise
• Coaching and Mentoring skills
• Short Term Advisor experience
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