About the Role

SELECTED RECRUITMENT is partnering with a leading Corporate Services and Business Setup company in Dubai to recruit an experienced Operations Manager to oversee its call centre operations.

This is an excellent opportunity for an experienced operations professional to take ownership of a busy, performance-driven call centre environment, ensuring operational efficiency, strong team performance and consistently high standards of customer service.The successful candidate will be responsible for managing day-to-day operations, developing team leaders, improving processes and driving performance across the department.We are looking for someone with a proven track record of managing large teams within a high-volume call centre environment, ideally with experience in sales-led or customer service operations.

Key Responsibilities

• Oversee the daily operations of the call centre, ensuring efficiency, productivity and service quality.
• Lead, manage and develop team leaders, supervisors and call centre agents.
• Monitor operational performance against KPIs, including call volumes, response times, conversion rates and customer satisfaction.
• Identify opportunities to improve operational processes, productivity and overall team performance.
• Implement effective workforce planning, scheduling and resource allocation strategies.
• Develop and maintain operational procedures to ensure consistency and service excellence.
• Conduct regular performance reviews and implement coaching and development initiatives.
• Work closely with Sales, Customer Service and senior management to achieve business objectives.
• Manage escalations and ensure customer enquiries and complaints are handled effectively.
• Oversee CRM systems, call centre technology and performance reporting.
• Prepare regular operational reports and provide recommendations to senior leadership.
• Drive a culture of accountability, continuous improvement and high performance.

• Candidate RequirementsProven experience as an Operations Manager, Call Centre Manager or Contact Centre Manager.
• Previous experience managing operations within a call centre environment is essential.
• Demonstrable experience leading and developing large, high-performing teams.
• Strong understanding of call centre KPIs, workforce management and operational performance.
• Experience working within a high-volume, target-driven environment.
• Excellent leadership, people management and problem-solving skills.
• Strong analytical capabilities with experience using operational data to improve performance.
• Experience with CRM platforms, call centre systems and reporting tools.
• Ability to implement process improvements and drive operational efficiency.
• Excellent communication and stakeholder management skills.
• Previous experience within Corporate Services, Business Setup, Financial Services or a similar industry would be advantageous.
• Experience working within the UAE market is preferred.

The Opportunity

This is an opportunity to join a growing Corporate Services business in Dubai and take responsibility for a key operational function.The successful candidate will play an important role in improving team performance, streamlining processes and ensuring the business continues to deliver a high standard of service as it grows.

Salary: AED 19,000 per month.

• To apply, please submit your CV through LinkedIn or contact SELECTED RECRUITMENT directly for a confidential conversation.

Job Description

Interpret domestic and international sanctions (UAE, US, UK, EU, UN etc.) and maintain sufficient awareness and knowledge of Sanctions that impact the bank and/or its branches or subsidiaries. 

Conduct investigation of complex and high-risk Sanctions alerts as per the regulatory requirements and in accordance with internal Compliance policies and procedures. 

Ensure full adherence to Group Sanctions Policy, including but not limited to related Sanctions Guidance and operating procedures. 

Support senior Compliance Manager in identifying Sanctions risk themes and trends and improve sanctions risk management capability.

Provide subject matter expertise to mitigate risks associated with Sanctioned entities and transactions.

Provide training to Compliance staff on Sanctions regulations and screening systems.

Review and disposition of Sanctions screening alerts through effective investigation and adherence to policies, standards and procedures. 

Highlight concerns, trends and patterns to Compliance Manager. 

Coordinate with the business units in relation to resolution of alerts and client information.

Handle Sanctions referrals as per the Bank’s policy, ensuring no breach of the applicable sanctions policies, standards and guidance. 

Assist Compliance Manager in their responsibility for complying with all relevant Laws, Rules, Regulations and Group policies related to Sanctions. 

Provide guidance, support and training to Compliance Operations alert review team and business colleagues on implementation of sanctions policies and procedures. 

Provide effective support and maintain metrics as per internal procedures; prepare monthly and adhoc management reports.

Identify and escalate areas requiring attention or strengthening and recommend changes and improvements in line with industry standards and applicable regulations.

 Record keeping. All records of the unit must be kept in a confidential and secure state and adhere to record retention policy and the SOP guidelines. 

Maintain effective working relationships with Business, Operations and other Compliance functions.

Assist in Compliance projects as and when required including effective deployment of system and procedural changes as required.

Effective knowledge of the Bank’s Compliance, Sanctions, AML and KYC / CDD policies and procedures.

Adequate understanding of various sanction programs, e.g., OFAC, UN, UK, EU, UAE Target Financial Sanctions etc. 

Experience within the financial services industry. 

Clear understanding of relevant business and operations processes that support sanctions screening. 

Good understanding of core banking and Sanctions screening systems and their use. 

Pro-active approach to problem solving and handling of the complex situations.

Analytical thinking, Attention to details and educative judgment. 

4+ years banking experience including 2 years compliance experience.

Compliance risk professional with experience in one or more risk compliance roles including relevant Sanctions experience.

Knowledge of Sanctions regulations and guidance.

Lateral thinker with an ability to interpret and solve complex issues.

Excellent communicator with strong inter-personal and influencing skills.

Proficiency in Microsoft Office and data analysis tools.

Professional qualification (like ACAMS, CGSS) is desirable.

Key result Areas

• Sanctions Compliance:
• Ensure that Payment Screening and Customer Screening programs are running effectively in the bank, in line with its AML & KYC Policy and the regulatory requirements.
• Maintain / update bank's private blacklists in the Bank's payment screening system.
• Review Sanctions referrals received from Operations/Business on customers Payments & Trade transactions and provide decision in line with Bank's AML & KYC policy and multiple International sanctions programmes.
• Review and mitigate Sanctions risk associated with bank's correspondent banking business.
• AML Monitoring:
• Ensure effective AML monitoring, covering all relevant accounts/product/activities in line with the bank's policy and regulatory guidelines.
• Conduct AML review of customer accounts based on AML Alerts and Analytical reports generated by the unit.
• Responsible for conducting money laundering related investigations by analyzing customer transactions/ trend, drawing conclusion, and drafting Suspicious Activity Report for submission to Financial Intelligence Unit (FIU).
• Support business/ operations by providing compliant solutions to regulatory requirements and intervene where necessary to stop a transaction / process / business proposal - seeking guidance from Compliance Manager.
• Review of Compliance Systems:
• Review & recommend changes in Compliance systems parameters, i.e., AML Monitoring System and Payment Screening System of the bank.
• Co-ordinate closely with Technology and vendors to ensure that these systems operate at optimum level at all times, and test them at regular intervals.
• Actively participate in applications, systems and product development and provide value added recommendations to ensure that all systems and products in the bank have appropriate controls to ensure compliance with bank's Sanctions and AML policy.
• Test Compliance systems on regular intervals and proactively escalate critical issues and recommend solution.
• Ensure that all statutory reports and/or request for information received from regulators are handled in timely manner.
• Perform additional tasks / conduct Compliance related investigations as required / determined by Manager Compliance / Head Of-Compliance, identifying any issues / concerns and report findings/recommendations for corrective action as required.
• Devise and generate various Analytical reports for enhanced AML monitoring of customer accounts.
• Generate analytical & statistical reports using extensive data mining applications from bank's data ware house.
• Highlight risks/point of failures in existing systems/process and advise solution/strategy to mitigate them.
• Data integration with different back office system to enhance monitoring process and respond to regulatory requests.
• Recurring data analysis to project new scenarios and methodologies to complement existing monitoring process in lieu with business requirements

Knowledge, skills and experience

• Graduate with 5-7 years banking/AML/Sanctions Systems experience.
• Good knowledge and understanding of local AML/CFT legislation and international best-practices in Compliance
• Knowledge and Understanding International / UN Sanctions.
• Systems expert with advanced knowledge of MS Excel and Business Object (BO) reports and Banking Systems.
• Computer literate and good command over spoken and written English.
• Good presentation skills.
• Efficient and logical approach to problem solving.

About the Role

SELECTED RECRUITMENT is partnering with a leading Corporate Services and Business Setup company in Dubai to recruit an experienced Operations Manager to oversee its call centre operations.

This is an excellent opportunity for an experienced operations professional to take ownership of a busy, performance-driven call centre environment, ensuring operational efficiency, strong team performance and consistently high standards of customer service.The successful candidate will be responsible for managing day-to-day operations, developing team leaders, improving processes and driving performance across the department.We are looking for someone with a proven track record of managing large teams within a high-volume call centre environment, ideally with experience in sales-led or customer service operations.

Key Responsibilities

• Oversee the daily operations of the call centre, ensuring efficiency, productivity and service quality.
• Lead, manage and develop team leaders, supervisors and call centre agents.
• Monitor operational performance against KPIs, including call volumes, response times, conversion rates and customer satisfaction.
• Identify opportunities to improve operational processes, productivity and overall team performance.
• Implement effective workforce planning, scheduling and resource allocation strategies.
• Develop and maintain operational procedures to ensure consistency and service excellence.
• Conduct regular performance reviews and implement coaching and development initiatives.
• Work closely with Sales, Customer Service and senior management to achieve business objectives.
• Manage escalations and ensure customer enquiries and complaints are handled effectively.
• Oversee CRM systems, call centre technology and performance reporting.
• Prepare regular operational reports and provide recommendations to senior leadership.
• Drive a culture of accountability, continuous improvement and high performance.

• Candidate RequirementsProven experience as an Operations Manager, Call Centre Manager or Contact Centre Manager.
• Previous experience managing operations within a call centre environment is essential.
• Demonstrable experience leading and developing large, high-performing teams.
• Strong understanding of call centre KPIs, workforce management and operational performance.
• Experience working within a high-volume, target-driven environment.
• Excellent leadership, people management and problem-solving skills.
• Strong analytical capabilities with experience using operational data to improve performance.
• Experience with CRM platforms, call centre systems and reporting tools.
• Ability to implement process improvements and drive operational efficiency.
• Excellent communication and stakeholder management skills.
• Previous experience within Corporate Services, Business Setup, Financial Services or a similar industry would be advantageous.
• Experience working within the UAE market is preferred.

The Opportunity

This is an opportunity to join a growing Corporate Services business in Dubai and take responsibility for a key operational function.The successful candidate will play an important role in improving team performance, streamlining processes and ensuring the business continues to deliver a high standard of service as it grows.

Salary: AED 19,000 per month.

• To apply, please submit your CV through LinkedIn or contact SELECTED RECRUITMENT directly for a confidential conversation.