Head of KYC Operations APAC

Your mission

Your mission is to lead the KYC Operations Function organization to Ensure its Compliance and Provide Instant Service with best-in-class Quality. And to do this in a scalable cost-efficient manner working in partnership with other Wise teams and functions most prominently with Wise Product  and Compliance. 

What youll be doing

In this role you will lead a team of Area Leads and their functional areas to drive strategic direction and operational excellence. You are responsible for setting and executing strategic objectives building high-performing teams and ensuring they meet operational and quality targets. The role usually involves overseeing 150 employees across  multiple locations both Internally and Outsourced ensuring achieving the organizations mission and aligning operational strategies with business goals 

You will need to ensure the top-notch delivery in your teams Quality Compliance Speed and Cost of Operations. Some examples of your Success metrics might include but not be limited to:

• For the Customers: Quality of KYC Function processes (false positive and negatives) Resolution of customer-facing cases Response SLA KYC-related appeals upheld

• For Wise: False Positives False Negatives Customer Attrition during onboarding Handling Time Risk Indicators Cost per Contact

• For Wisers: Engagement Score Attrition Rewards

A few ways in which youll contribute to Wises success in this role

Setting the Strategy for KYC Operations Function

• Lead the design of the vision and strategy for your team aligned with the overall Servicing Strategy in making the processes more compliant faster better and more scalable with a clear customer focus

Building the best processes

• Build and develop a robust and compliant customer onboarding program

• Build the necessary support systems for the processes: Metrics Targets Governance

• Utilize data and user research to optimize our on-boarding experience and transform how we currently fight financial crime and fulfill regulatory obligations 

• Drive improvement initiatives and manage an efficient process while providing continuous effective risk management and control 

• Manage and optimize 3rd party services and outsourced vendors across the KYC operating model

• Work closely with our Risk and Compliance teams to align on risk appetites and capabilities to support the growth of the business

Nurturing a great team

• Ensure that the right KYC Operations Function organization and the right leaders are in place

• Build and develop a people strategy that allows execution upon the vision - cross functions and locations

• Revamp the People management processes together with the People Operations team -  skills career paths performance management

• Oversight of teams budgets and high level reporting. 

• Set KPIs and developmental objectives across the current team of 150 people (regional teams across across the globe)

Partnering with Product

• Work closely with Product teams to ship and deliver best in market KYC products and experiences to our customers 

This is not intended to be an exhaustive list. As the overall lead of this function you are expected to take on and hold accountability for anything that is required in order to deliver on the mission and the performance of this function

Qualifications :

• Exceptional verbal and written English communication skills are essential with proficiency in additional languages considered advantageous. Ability to articulate complex concepts clearly to diverse audiences.

• Extensive experience typically 10 years in Operations (preferably KYC/AML financial crime compliance or related fields within the financial services industry).

• Demonstrated leadership experience preferably 8 years in leading and mentoring large teams fostering an inclusive and high-performance culture.

• In-depth expertise and strategic understanding of the regulatory environment and evolving framework surrounding KYC/AML.

• Proficient in utilizing advanced analytics tools such as Looker Superset or equivalent platforms to drive data-driven decision-making.

• Highly punctual with a strong sense of initiative and a proactive approach to driving strategic objectives and delivering results.

• Exceptional communication and interpersonal skills coupled with strong organizational capabilities. Ability to effectively manage time and thrive in fast-paced high-pressure environments.

• Expertise in multi-tasking and maintaining accountability in complex and challenging scenarios.

• Proven ability to identify and address gaps in policies and processes providing detailed feedback and constructive recommendations through established communication channels.

• Strong track record of personal ownership and responsibility with a demonstrated ability to collaborate effectively across various teams and levels within the organization.

Strategic capability in analyzing team metrics and implementing initiatives to enhance performance and drive key project outcomes.

Additional Information :

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

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

If you want to find out more about what its like to work at Wise visit .

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Remote Work :

No

Employment Type :

Full-time