Wire Transfer Operations Work Lead The Global Funds Transfer (GFT) Operations Lead position will be responsible for performing various production related tasks to ensure timely and accurate wire flow (sending/receiving) throughout the department. The position will have four key responsibilities: Quality Assurance (call queue monitoring, metrics, exception handling), Servicing (research, internal department inquiries, customer support), Compliance (OFAC Screening, SWIFT), and Team Support (training, oversight, workflow management). The Wire Transfer Ops Lead will provide support to GFT Managers in the day-to-day operations of the department across all Pillars (Wire Operations, Risk, and Investigations). Position Responsibilities: * Amazon call flow monitoring and Agent re-skilling. * Monitors Key Performance Measurements (KPM's) as identified by GFT management team to ensure compliance. * Support department managers in the day-to-day operations of Global Funds Transfer and all aspects in the processing of incoming and outgoing wire transfers, OFAC screening, and customer service issues. * Responsible to assist in the development and implementation of department policies and procedures. * Responsible to facilitate departmental training of newly implemented and updated functions. * Collaborates with other work leads and management to provide the necessary support and action to fulfill broader group goals and objectives. * Responsible to work in conjunction with the Production Support team on minor to major system implementation; to also guide less experienced staff acting as a decision maker in the absence of management. * Responsible for communicating up or down depending on the situation. * Responsible for identifying process improvements and work in conjunction with management upon implementation. * Must demonstrate efficient time management skills to ensure all projects and deadlines are met without compromising accuracy and quality. * Ability to maintain composure during stressful situations. * Serves in backup role to Customer Service Representatives, Risk Analysts, and Wire Agents. * Serves as a member of the GFT BURT (Business Unit Recovery Team). Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled