Manager - KYC Client Outreach

About Us:

MUFG Global Service Private Limited:

Established in 2020, MUFG Global Service Private Limited (MGS) is 100% subsidiary of MUFG having offices in Bengaluru and Mumbai. MGS India has been set up as a Global Capability Centre / Centre of Excellence to provide support services across various functions such as IT, KYC/ AML, Credit, Operations etc. to MUFG Bank offices globally. MGS India has plans to significantly ramp-up its growth over the next 18-24 months while servicing MUFGs global network across Americas, EMEA and Asia Pacific.

About the Role:

Position: Know Your Customer (KYC) Client Outreach Team Leader/Manager

Location: Bangalore, India

Legal Entity: MUFG Global Service India

The Opportunity:

• The role encompasses several tasks involving KYC analysis across multiple business lines, training the team on KYC and regulatory environment, ensuring AML Regulations, policies/procedures are maintained and adhered,
• Monitoring and reporting performance to the management based on agreed timescales.
• This role also involves liaising with the Clients Business partners as well as colleagues and senior onshore partners thus ensuring timely resolution of queries.

What you will do:

Client Outreach & Relationship Management:

• Serve as the primary point of contact for Clients regarding KYC and regulatory documentation requirements.
• Manage end-to-end Client Outreach activities for New Client Onboarding, Periodic Reviews, Remediation programs and Trigger Events.
• Develop and execute outreach strategies to obtain required documentation within internal/ regulatory timelines.
• Build and maintain strong relationships with Clients, Group Relationship Managers, Relationship Managers and Business Stakeholders to facilitate documentation collection.
• Conduct follow-ups through calls, emails, and meetings to ensure timely submission of outstanding requirements.

Client Onboarding, KYC Review and Remediation Management:

• Coordinate Client Onboarding, KYC Periodic Reviews and Remediation activities for corporate, institutional, financial institution, and commercial banking clients.
• Review document requirements and communicate clear guidance to Clients.
• Track documentation progress and resolve bottlenecks to prevent SLA breaches.
• Escalate overdue cases and critical issues to appropriate Stakeholders.
• Support Low/ Medium/ High risk Client reviews and Anti-Money Laundering (AML) / KYC - Customer Due Diligence (CDD)/ Enhanced Due Diligence (EDD) requirements.

Regulatory Compliance & Risk Management:

• Ensure compliance with AML/ KYC (CDD, EDD, Sanctions, CBDDQ, Beneficial Ownership, etc.) regulations.
• Identify and escalate potential Financial Crime risks and regulatory concerns to the relevant Stakeholders timely.
• Ensure completeness and accuracy of Client documentation before submission for KYC production teams review.
• Support audit, compliance testing, and regulatory examination requests.
• Maintain adherence to internal policies, procedures, and risk frameworks.
• Ensure zero operational / reputational loss.

Stakeholder Management:

• Partner with Group Relationship Managers, Relationship Managers, Financial Crime Compliance Office, KYC Production and Onshore teams.
• Facilitate regular meetings to discuss aging cases, escalations, and New Client Onboarding, Periodic Review and Remediation progress.
• Communicate status updates and key risks to senior management proactively.
• Support Production team and other Business Units in understanding regulatory requirements and outreach strategies.

Performance Monitoring & Reporting:

• Monitor outreach effectiveness and case progression against defined KPIs and SLAs.
• Prepare management reports, dashboards, and metrics on: Documentation completion rates, Outreach success rates, Aging cases, SLA adherence and Escalation trends
• Analyze root causes of delays and recommend corrective actions.

Process Improvement:

• Identify opportunities to streamline Outreach processes and improve Client experience.
• Support automation initiatives and workflow enhancements.
• Develop best practices and standard operating procedures by liaising with Process Excellence function
• Participate in regulatory change initiatives and implementation projects.

Team Leadership:

• Provide guidance and mentoring to Outreach Specialists/ Analysts.
• Support training and knowledge sharing initiatives.
• Drive performance management and quality standards within the team.
• Assist in resource planning and workload allocation.

Requirements:

What you will need to succeed in the role:

• 5-9 years of experience in KYC process, Client Outreach and Anti Money Laundering with proficiency in various entity types (E).
• 3+ years of team handling experience in leading teams delivering KYC Due Diligence/ Client Outreach for global banks with primary focus on risk-based approach is preferred (E).
• Experience handling regulatory remediation programs and periodic reviews.
• Prior exposure to global banking environments or similar institutions.
• Experience managing high-volume client outreach and documentation collection programs.

Technical Skills:

• Strong knowledge of: AML / KYC (CDD (Customer Due Diligence), EDD (Enhanced Due Diligence), Sanctions Compliance, Beneficial Ownership regulations, etc.)
• Understanding of corporate and institutional Client structures.
• Knowledge of Financial Crime Compliance (FCC) frameworks and regulatory expectations.
• Experience with KYC lifecycle management systems and case management tools.
• Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools.

Stakeholder Management Skills:

• Ability to engage effectively with clients and senior stakeholders.
• Strong relationship management and influencing skills.
• Ability to handle difficult conversations and negotiate timelines.
• Experience working across global and regional teams.

Communication Skills:

• Excellent verbal and written communication skills.
• Ability to explain complex regulatory requirements in simple business language.
• Strong presentation and meeting facilitation skills.

Analytical Skills:

• Strong attention to detail and problem-solving capability.
• Ability to assess risks and identify compliance gaps.
• Data analysis and reporting skills.
• Ability to prioritize multiple deadlines and competing priorities.

Project & Process Management Skills:

• Strong organizational and planning capabilities.
• Experience managing large-scale remediation projects.
• Ability to monitor KPIs and drive performance improvements.
• Knowledge of workflow management and process optimization techniques.

Behavioral Competencies:

• Customer-focused mindset.
• Accountability and ownership.
• Strong decision-making ability.
• Resilience under pressure.
• Collaboration and teamwork.
• Adaptability in a changing regulatory environment.
• Continuous improvement mindset.

What Additional skills are required:

• Minimum Qualification: Graduation in Commerce/Finance or equivalent would be essential (10+2+3)
• Flexibility to work in different shift timings
• Additional certification: ACAMS, ICA, IIBF KYC and other Financial Crime Certifications (Optional)

Equal Opportunity Employer:

The MUFG Group is committed to providing equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, national origin, physical appearance, religion, gender expression, gender identity, sex, age, ancestry, marital status, disability, medical condition, sexual orientation, genetic information, or any other protected status of an individual or that individual's associates or relatives, or any other classification protected by the applicable law