Position ID: B3.81A

Team Leader KYC Operations

Ensuring your team provides deliverance of high-quality customer service relating to fraud risk areas. Providing support and guidance to the team.


  • Ensuring your team deliver the best and informed service relating to fraud risk areas
  • Using the critical thinking to analyze complex situations
  • Excellent written English language
  • Previous visibility in customer service (preferred)
  • Experience in coordinating the work process within a team to meet desired SLA
  • Being able to comprehend and analyse data for applying to optimization within your team
  • Strong leadership skills with previous experience in a manager/supervisory role
  • Previous experience in fraud and risk/AML procedures
  • Motivational and performance driven attitude
  • Well organized and rigorous in prioritization of issues
  • Great communication skills with the ability to work effectively with people at all levels in the organization
  • Ability to meet deadline, working in a fast-paced environment.

Main responsibilities:

  • Setting goals and targets within the team to achieve optimum SLA in customer communication
  • Performing management and overall development of the team, based on learning, capabilities, and identifying specific training needs to increase team efficiency and quality
  • Delivering periodic and accurate reporting, in relation to incoming volumes, trends analysis to the Operations Manager
  • Managing the rota, holidays, sick days etc, within the team
  • Ensuring that implementation of new policies relating to Fraud/Customer risk are met through coaching and training members of the team as required
  • Maintaining a thorough understanding of the industry rules, Customer Risk and company policy and procedures as it applies to AML and CDD procedures
  • Handle escalated cases, collating information and assisting in determining appropriate action to be taken on customer accounts pending review
  • Overseeing and delivering quality assessment of the work performed by KYC Operations Team, providing regular performance feedback
  • Recruiting new staff
  • Ensuring all KYC Operations process documents are in line with industry regulations and company procedures
  • Supporting the Operations Manager with internal auditing, and regulatory review and escalated matters as needed

POSITION | Team Leader KYC Operations | Position ID: B3.81A

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