•  Manage a team of KYC analysts; own pod-level SLA, quality, productivity, and adherence metrics. 
Allocate work, manage queues, and rebalance capacity to meet daily and weekly volume commitments. 
•  Conduct first-line review and approval of complex or high-risk cases requiring TL sign-off. 
•  Run daily huddles and weekly 1:1s; deliver coaching anchored in scorecard data and QC feedback. 
•  Drive analyst ramp-up; track performance tiers and intervene early on at-risk performers. 
•  Partner with QC to close the loop on defect trends — coaching, retraining, or escalation to SOP owners. 
•  Own attendance, shrinkage, and adherence; document capacity issues and protect team metrics with a defensible paper trail. 
•  Manage attrition risk through engagement, recognition, and early identification of disengagement signals. 
•  Escalate operational risks (volume spikes, tool outages, SOP ambiguity, capacity constraints) to the Delivery Lead with clear data and recommended actions. 
•  Support WBR preparation by providing accurate pod-level performance narratives and root cause commentary. 
•  Onboard new hires; coordinate with Training to close knowledge gaps surfaced during ramp.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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