Carry out daily monitoring of BAU and KYC performance (including SLA tracking) and take necessary actions to maintain service standards to customers while maintaining the level of compliance with applicable procedures.Monitor agent performance in reviewing prospective customers to ensure agents follow applicable work standards and procedures.Receive escalation of questions/complaints/cases from agents to ensure problems are handled according to applicable procedures.Follow up on problem escalations to ensure that no problems arise again.Monitor and evaluate Agent performance, provide learning or training opportunities, and take corrective action, so that Agents work according to their productivity potential.Ensure agent productivity meets the specified targets.Prepare and create Agent performance reports every week/month/year, to support future team performance evaluations.

Make direct observations to review the quality of the CDD carried out by the Agent.Collect and analyze sample data to assess CDD quality based on the QA Scorecard methodology.Evaluate and convey results to agents based on performance reviews carried out by the QA team to improve CDD quality.Document the results of the review of CDD results neatly archived.Review the work processes that have been established in the AML Ops unit and develop and improve the CDD process/work flow if work processes are found to be less efficient and effective to ensure a smooth work flow.Provide evaluation and feedback to agents based on performance reviews carried out to increase agent productivity.Carry out appropriate development and training for agents to improve agent performance.

Carry out quality assurance or regular quality checks on daily results of KYC screening carried out by agents to determine whether the review of prospective customers has been carried out in accordance with established procedures, bank policies and regulatory requirements through various sampling methods.Review the work processes that have been established in Onboarding unit, develop and improve the KYC process/workflow if work processes are found to be less efficient and effective to ensure smooth work flow.Provide evaluation and feedback to agents based on performance reviews carried out to increase agent productivity.Carry out appropriate development and training for agents to improve agent performance.

Carry out initial screening on prospective customers by confirming KYC data requirements, to ensure that the data provided is in accordance with applicable internal regulations and policies.Reviewing prospective customer documents in accordance with available guidelines or SOP's is carried out well.Collect, record and maintain necessary supporting documents. so that, they are neatly archived.Forward questions/complaints/cases to the supervisor to ensure case escalations are conveyed appropriately and quickly.Carry out other tasks relevant to the Onboarding process.

Handle customer complaints via telephone.Escalate document customer complaints to related parties.Conduct initial inspection and analysis of complaints submitted by customers.Coordinate with other parties regarding complaints or problems from customers.Take full responsibility in providing service to customers.