Associate Vice President, Customer Service & Operations Unit Leader

The Company is seeking an Associate Vice President, Customer Service & Operations Unit Leader to lead, manage, and coach a team delivering inbound and outbound customer service, telemarketing, telesales, and retention activities. The role includes identifying customer needs, recommending suitable solutions, and guiding the team to meet sales and new-business targets while building lasting customer relationships. Responsibilities also include developing team capability through observation, feedback, and coaching; planning targeted campaigns with stakeholders; maintaining a campaign planner; optimizing campaign data quality; and managing team workload. Candidates should have at least 12 years of experience, including three or more years managing people in the financial crime domain. They should bring experience leading telephony teams to generate and close sales leads, meet challenging targets, and deliver sales through service, preferably in a business-to-business setting. Experience managing complex CDD, EDD, and TDD investigations across varied entity types is required; CDD or AML certifications are preferred. Strong leadership, coaching, customer service, communication, stakeholder relationship, planning, and organizational skills are essential, along with experience planning and delivering targeted telemarketing campaigns.