We鈥檙e 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.