Team Leader - Know your Customer | Operations

Job description

As a KYC Team Leader , you will lead a team of analysts responsible for delivering a KYC due dilligence program , helping ensure customer records meet Know Your Customer (KYC), Anti-Money Laundering (AML), and financial crime requirements. You will play a key role in driving the effective execution of refresh and remediation activities, ensuring cases are completed accurately, efficiently, and within agreed timelines and quality standards.

You will support the team in navigating complex cases, applying sound judgement and escalation practices, while maintaining a strong focus on risk and delivering a positive experience for merchants and internal partners. This is an opportunity for a people-focused leader who thrives in a fast-paced, delivery-driven environment and is passionate about developing high-performing teams. The successful candidate will combine strong leadership with a control mindset, effective prioritisation, and the ability to adapt to changing remediation needs.

You will create clarity and accountability across the team, use performance and quality insights to identify opportunities for improvement, and empower colleagues to make informed decisions while delivering the programme’s refresh and remediation objectives

Responsibilities

Continuously seek creative ways to improve the assigned process. Provide coaching and feedback to the team. Motivate Customer Care Professionals (CCP) by recognition and reward programs. Promote and support team development. Monitor and improve performance of staff members according to established standards , quality is the main focus Monitor and improve performance of processes under scope of responsibility. Make hiring decisions and conduct monthly performance appraisals.

Conduct regular team meetings. Arrange timely training for CCPs as appropriate. Proactively solve problems and provide timely resolution to ensure minimal impact to customers and employee satisfaction. Identify course of action for problems resolution and effectively communicate plans to those impacted. Drive process improvement working as a team with support teams by using the information and tools available.

Qualifications

Advance written and oral English knowledge (a Must). Excellent communication skills. Data analytics and agile methodologies knowledge is a plus. Analytical thinking to evaluate and assimilate data from different sources in order to identify trends, enabling structured decision making either to resolve problems or move forward. Detailed knowledge of Customer Service and Merchant Operations. Ability to communicate at all levels of the organization.

Organization, planning and multitasking. Demonstrated driving results. Flexibility to work in a shift environment which may include evenings and weekends. Previous experience successfully leading and motivating teams. Ability to build relationships with direct reports and treat employees fairly based on individual circumstance and need.