Responsible for overall strategy and performance of operations consisting of multi channel customer support, risk, payments and proactive chat teams. Held MLRO position taking complete responsibility for AML within the business. Key responsibilities:- Manage set-up, recruitment, training and creation of all procedures and policies for new contact centre in Mauritius- Responsibility to co-ordinate and operate multiple sites across multiple countries- Initiate and lead programs to improve site operations and customer experience- Set KPIs for all teams and drive performance to exceed targets- Implementation and ownership of AML procedures and policies for the business ensuring to remain compliant while minimising impact to customers- Produce and present quarterly reports to the board- Continuous monitoring and development of procedures & policies to improve customer experience- Develop and maintain relationships with payment providers, research new payment methods for both commercial viability and potential risk factors- Work closely with Product, Marketing and Technical teams to improve communication channels and procedures- Manage demand forecasting, capacity planning and agent scheduling processes to ensure efficient operations