KYC Operations Team Lead - Total Service

Role & Job purpose

As a KYC Operations Team Lead you will oversee the daily operations of a team of KYC Analysts. Your team is responsible for conducting thorough customer due diligence reviews, analysing various customer and business activities, and ensuring that our KYC records are kept up to date according to our internal policies. The KYC Operations Team Lead is a people lead with a mindset focused on building processes that put our customers first while being aware of the risks surrounding the industry and the wider regulatory environment.

Job Responsibilities

Team Leadership : Lead by example and drive a customer focused mindset across your team. Promote a culture of ownership and accountability. Build high-performing teams that value knowledge sharing and continuous learning.

People management : Coach and develop a strong team of KYC Analysts. Create initiatives to help your team grow their skills, behaviours, and competencies. Design and manage development plans on identified opportunities. Conduct career map check-ins and make recommendations for promotions, salary raises, and other decisions.

Operational management : Identify and propose opportunities for process improvements. Collaborate with central functions and other operational teams as needed to increase operational efficiency. Provide guidance and support on complex, high-risk cases and escalations, which may include acting as a direct point of contact for customers via email, phone, or video call during sensitive inquiries, interviews, or escalations.

Performance management : Measure team KPIs and ensure performance targets and quality standards are met while maintaining focus on customer experience. Conduct regular one on one coaching sessions, usually weekly or biweekly. Run team meetings to ensure the team is up to date with the latest information, share best practices and enhance overall team spirit.

Expertise Sharing : Be a subject matter expert in your area with the ability to train and coach your team on operational topics. Maintain a good understanding of regulatory obligations, internal policies, and applying a risk-based approach to deterring and preventing money laundering and financial crime. Perform deep dives, understand root causes of problematic cases and propose solutions to senior leadership.

Planning and execution : Ensure key performance indicators are met and provide insights to stakeholders. Deliver your initiatives and ensure your team makes progress on their goals.

Stakeholder management and communication : Collaborate closely with stakeholders ensuring clear communication and coordination of actions. Communicate mindfully and professionally while choosing the right formats and platforms to convey messages in a timely manner. Initiatives and reports should be well documented with clear scope and potential impact.

Quality assurance and control : Implement and maintain a robust quality assurance framework for your team. Conduct regular checks and reviews of casework to ensure accuracy, consistency, and adherence to our policies and regulatory obligations. Provide targeted coaching and feedback to drive continuous improvement. Analyze quality metrics to identify trends and root causes of errors, and develop initiatives to enhance performance and mitigate risk.

Qualifications

Requirements

• Excellent verbal and written English skills (additional language skills are a plus) with the ability to clearly articulate your thoughts.
• A minimum of 2+ years of experience in Operations (preferably in CDD / EDD / AML or Risk Assessment domain).
• Good understanding of the regulatory framework surrounding KYC / AML.
• Punctual, independent, proactive and willing to get things done.
• Fast learner, willing to become a Subject Matter Expert for your team and support them in their problem solving.
• Excellent communication and interpersonal skills, strong organisational skills, good time management, and ability to work in a fast paced and high pressure environment.
• Ability to multi-task and take responsibility in challenging situations.
• Capable of identifying gaps in policies and processes and providing detailed feedback, including examples when possible, through established communication channels.
• Proven track record of taking individual ownership and responsibilities as well as being a great team-player.
• Ability to analyze and move the team's metrics.

Nice to have

Additional Information

For everyone, everywhere. We’re people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We’re proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and ensure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

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