Primarily leading an Onboarding team responsible for applying and driving the development of our CDD & KYC policy, the role will also encompass oversight of our Complaints, Quality assurance and First Line policy roles. This role will require a future thinking individual to not only lead our current structure, but also, in conjunction with our Product teams, to drive efficiencies in our technical systems and processes to continue to unlock scale in our business.
Key responsibilities:
Lead and inspire a productive team of subject matter experts in Onboarding to accurately and efficiently apply the CDD & KYC policy across all new and existing SME & Enterprise customers to the WorldFirst business.
Lead and inspire a team of highly skilled subject matter experts in complaints handling, quality assurance, policy and performance to drive scalable future processes for growth of the business.
Assume all reporting responsibility for first line controls to the Head of Commercial and to the UK compliance officer.
Provide training and development to team members, ensuring they are both clear on processes and also capable of delivering complex decision making under pressure.
Assume responsibility for desk performance and achieving KPI’s set by the business.
Manage and report desk metrics to UK Head of Commercial
Based on clear capacity metrics ensure that the team headcount is correctly managed, pre-empting growth or reduction based on forecast registrations, international expansion, new partners and new language offerings.
Responsibility for improving the CDD & KYC policy framework alongside our compliance team, utilizing your team to effectively work across numerous projects to improve onboarding for our customers and to enable scale.
Working with HR, you are responsible for the recruitment, retention and development of employees.
Liaise with Key Stakeholders across the business.
Scrutinise internal systems processes to ensure we are always operating in the most efficient manner
Skills and experience required:
Proven experience working within an SME onboarding environment/First line controls environment
Have prior senior leadership experience
Be driven to improve processes and to motivate the team to succeed
Knowledge of SME CDD & KYC expectations
Knowledge of onboarding Reg-tech and how it can be implemented to drive scale
