KYC Operations Supervisor

Job Description

• Manage, coach, and motivate a team of KYC agents, providing guidance and support to ensure individual and team goals are met.
• Conduct regular performance reviews and provide feedback to KYC agents, identifying areas for improvement and implementing training and development plans as needed.
• Keep abreast and monitor incoming KYC volumes to ensure team productivity aligned with service level agreement and department objectives.
• Monitor and enhance the efficiency of the KYC processes, identifying improvement opportunities and driving initiatives to better service level agreements and the customer journey.
• Collaborate with other departments, such as customer service, product, and excellence team to streamline KYC processes and improve overall customer experience.
• Prepare reports and present operational metrics to senior management, highlighting key performance indicators and areas for improvement.
• Stay up to date with changes in KYC regulations and industry best practices, and ensure team members are trained accordingly

Requirements

• Bachelor's degree in finance, accounting, or a related field.
• Proven experience working in the fintech industry, with in-depth knowledge of financial products, services, regulations, and compliance requirements.
• Previous experience in a team leadership or supervisory role, preferably in a customer support or escalation team environment.
• Strong communication and leadership skills, with the ability to effectively manage and motivate a team.
• Strong analytical and problem-solving skills, with a demonstrated ability to develop and implement effective operational strategies.
• Experience managing a team of agents.
• Proficiency in Microsoft Excel and other financial software applications.