KYC Team Leader

Role Summary

The Account Operations Team Leader is responsible for overseeing the KYC validation process and managing all case handling workflows within the Account Operations team. The role ensures compliance with regulatory requirements maintains high accuracy standards and drives timely resolution of all case types from initial document validation through to account activation and bank submission.

Key Responsibilities

1. KYC Validation & Document Control

Supervise the full KYC validation process ensuring all customer data is accurate and matches the official ID

Verify document clarity full name National ID number phone number address signature and data completeness

Approve valid cases and escalate invalid cases with clear documented reasons

Ensure correct document upload to the system and validate NID expiry against I-Score records

2. Re-sign Case Management

Identify and manage re-sign cases resulting from incorrect phone numbers missing signatures wrong addresses unclear documents or data amendments

Coordinate with Customer Care and Logistics to notify customers arrange corrections and follow up until case closure

Track re-sign cases and work to reduce recurrence through root cause analysis

3. Account Suspension & Unsuspension

Initiate account suspension for: terminated customers resignations broken/expired/outdated NIDs re-sign refusals missing evidence late delivery (30-day rule) and address changes

Coordinate with Customer Success and Customer Care on suspension escalations

Process unsuspension promptly once the issue is fully resolved and confirm account reactivation

4. Pending Upload & Missing Evidence Cases

Detect and log cases with missing or incomplete customer documents on a daily basis

Coordinate with the Customer Care to contact customers and collect required documents

Verify document quality before uploading and confirm case closure after successful upload

5. Invalid Broken & Expired NID Management

Enforce the policy that no card is delivered or account activated using a broken expired or outdated NID

Identify NID issues through I-Score verification and coordinate with customers to collect valid updated IDs

Upload the renewed NID update customer records and submit to the bank only after full compliance is confirmed

6. Account Life Cycle (ALC) Management

Manage cases where customers are transferred between companies ensuring KYC records are updated with the new companys information

Handle all ALC case types: existing card holders cards at logistics and new card cases

Coordinate with Onboarding Customer Success Logistics and the Bank to process renewals accurately

7. Bank Rejection Handling

Receive review and categorise weekly bank rejections cases

Report categorised rejections to the direct manager and resubmit all corrected cases within one week

Provide feedback to Delivery Officers on rejection reasons to prevent recurrence

Qualifications & Requirements

Education

Bachelors degree in Business Administration Finance Banking or a related field

Experience

• Minimum 35 years of experience in KYC account operations or a related banking / fintech environment
• At least 12 years in a team leadership or supervisory role
• Experience with bank submission processes and regulatory compliance
• Familiarity with I-Score systems and NID validation is a strong advantage
• Strong familiarity with Central Bank compliance regulations
• Strong familiarity with Central Bank of Egypt (CBE) regulatory requirements AML/CFT obligations customer due diligence (CDD) enhanced due diligence (EDD) sanctions screening politically exposed persons (PEP) requirements and KYC onboarding controls with the ability to translate regulatory requirements into effective operational processes and controls.

Skills & Competencies

Strong attention to detail and accuracy in document review and data verification

Ability to manage multiple workflows and prioritise effectively under pressure

Clear communicator with strong cross-team coordination skills

Proficiency in MS Office particularly Excel for case tracking

Analytical mindset with a proactive approach to error prevention

Customer-focused with a drive to resolve issues quickly and correctly

Key Performance Indicators (KPIs)

Data & Compliance Monitoring: Monitor and reduce system validation error rates to ensure high data integrity across all digital inputs.

Banking Operations Management: Review failed bank transfers and ensure a 100% resubmission/resolution rate within a strict one-week SLA.

Account & Backlog Resolution: Investigate and resolve account suspensions and pending upload cases within agreed timelines maintaining a zero aged-case backlog.

Identity Verification (KYC): Enforce strict National ID (NID) compliance ensuring zero accounts or physical cards are issued with invalid broken or expired identification.

Trend & Pattern Analysis: Track operational accuracy patterns to identify recurring errors optimize workflows and maintain continuous improvement in system re-sign rates.

Risk & AML Escalation: Analyze complex cases for potential Anti-Money Laundering (AML) risks and collaborate with specialized Task Force groups for rapid resolution.

Why Join dopay

Why Join dopay

• Be part of a mission-driven company transforming payroll and financial inclusion in emerging markets.
• A collaborative and inclusive work culture with opportunities for growth and career development.
• Competitive salary and benefits package.
• Opportunity to shape the future of financial technology in Egypt and beyond.

Join us at dopay and be a part of a team thats transforming the financial landscape for the betterment of society in Egypt and beyond!-