We are seeking a highly strategic and experienced Global Lead Demand Manager to head up our Demand Management function across FinCrime, PayOps, KYC, and Customer Service (CS). In this pivotal role, you will be responsible for overseeing a team of Demand Managers, developing and executing a cohesive demand strategy, and ensuring our operations are well-equipped to handle business needs. You will be the central point of contact between our product, compliance, and operational organizations, driving prioritization, communication, and process improvements at a senior level.

Key Responsibilities

Program Leadership & Strategy

• Prioritization Framework: Oversee the development and maintenance of a comprehensive prioritization framework for all demand drivers and capacity needs.
• Demand Management Oversight: Provide strategic direction and guidance to Demand Managers focused on FinCrime, PayOps, KYC, and CS.
• Process Improvement: Define and implement robust processes for pre-rollout analysis, demand attribution, and monthly reporting.
• Team Development: Lead, mentor, and build a high-performing team of Demand Managers and Specialists, ensuring they have the tools and training to excel.

Stakeholder Engagement & Communication

• Executive Reporting: Analyze and present monthly insights on demand, capacity needs, and costs to executive leadership.
• Cross-Functional Communication: Ensure a seamless flow of communication andcoordination between product, compliance, and operations leadership.
• Strategic Partnerships: Actively build awareness of the demand management program and its value proposition with key stakeholders across product and compliance teams, by positioning demand management as an approval point for any new product, country, control release/remediation.
• Documentation & Clarity: Ensure the team maintains thorough documentation and updates the Standard Operating Procedure (SOP) to provide clarity for all stakeholders.

Operational Excellence

• Pre-Rollout Analysis: Guide the team in collaborating with product and compliance to validate demand estimates for new initiatives.
• Demand Attribution: Lead the effort to establish mechanisms for monitoring the workload of existing and new demand drivers against expected demand.
• Risk Management: Proactively identify and address potential demand-supply imbalances, working closely with capacity planning teams to investigate root causes.
• SOP Buildout: Oversee the creation and maintenance of the SOP, detailing the demand management process and timelines to be followed by all stakeholders.

Additional Information

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