Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.
Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.
More about our mission and what we offer.
Job DescriptionTo successfully apply for this role, please provide answers to the questions below in PDF format.
Instructions:
Please answer the following questions as part of your application. Note that this is a test of your independent thought and writing. Submissions that show evidence of AI-generated content will be disqualified.
Questions:
1. How would you explain to your team a movement towards a more strict and standardized KPI and scheduling management? Why is that needed if the performance expectations were very flexible before the new direction for multiple years?
2. Walk us through your thought process and how would you assist your analyst who informs you the following:
"I'm feeling incredibly stressed because, despite my best efforts to improve my AHT, I just can't seem to reach the target. I'm not sure what else I can do at this point.
3. Walk us through your thought process and how would you assist your subordinate who informs you the following:
‘’My biggest strengths are in investigations and intelligence and I don't find my skills and experience being utilized to the best of their abilities in my current role”.
4. Addressing Declining Quality:
As a KYC Operations Team Lead, a core part of your responsibility is to ensure your team operates at peak efficiency and maintains the highest compliance standards.
The Situation: Over the past quarter, you've observed a noticeable decline in your team's quality metrics, specifically an increase in errors identified during Quality Assurance (QA) reviews. Concurrently, while individual productivity (speed) might appear stable on the surface, the overall throughput of completed, high-quality cases has decreased, indicating a decrease in decision accuracy (higher number of touchpoints, wrong outcomes for the customer).
Your Task: Outline a comprehensive strategy to address this performance issue.
Role & Job Purpose
As a KYC Operations Team Lead you will oversee the daily operations of a team of KYC Analysts. Your team is responsible for conducting thorough customer due diligence reviews, analysing various customer and business activities, and ensuring that our KYC records are kept up to date according to our internal policies. The KYC Operations Team Lead is a people lead with a mindset focused on building processes that put our customers first while being aware of the risks surrounding the industry and the wider regulatory environment.
Team Leadership
- Lead by example and drive a customer focused mindset across your team. Promote a culture of ownership and accountability. Build high-performing teams that value knowledge sharing and continuous learning.
People management
Coach and develop a strong team of KYC Analysts. Come up with initiatives to help your team to grow their skills, behaviours, and competencies. Design and manage development plans on identified opportunities. Conducts career map check-ins and makes recommendations for promotions, salary raises, and other decisions.
Operational management
- Identify and propose opportunities for process improvements. Collaborate with central functions and other operational teams as needed to increase operational efficiency. Provide guidance and support on complex, high-risk cases and escalations. Be on top of admin related tasks including but not limited to scheduling, training, hiring, interviewing, organising team activities, and others.
Performance management
- Measure team KPIs and ensure performance targets and quality standards are met while maintaining focus on customer experience. Conduct regular one on one coaching sessions, usually on a weekly or biweekly basis. Run team meetings to ensure that your team is kept up to date with the latest information, share best practices and enhance overall team spirit.
Expertise Sharing
- Be a subject matter expert in your area with the ability to train and coach your team on operational topics. Maintain a good understanding of our regulatory obligations, internal policies, and applying a risk-based approach to deterring and preventing money laundering and financial crime. Able to perform deep dives, understand root causes of problematic cases and propose solutions to senior leadership.
Planning and execution
- Ensure key performance indicators are being met and provide insights to other stakeholders. Take full accountability in delivering your own initiatives and making sure your team is making progress on their goals.
Stakeholder management and communication
- Collaborate closely with your stakeholders ensuring clear communication and coordination of actions. You communicate mindfully and professionally while choosing the right formats and platforms to convey your message to a wider audience in a timely manner. Your initiatives and reports are well documented and it has a clear scope that includes potential impact in different areas.
Excellent verbal and written English skills (additional language skills are a plus) with the ability to clearly articulate your thoughts.
A minimum of 2+ years of experience in Operations (preferably in CDD/EDD/AML or Risk Assessment domain).
Good understanding of the regulatory framework surrounding KYC/AML.
You are punctual, independent, proactive and willing to get things done.
You are a fast learner, willing to become a Subject Matter Expert for your team and support them in their problem solving.
You have excellent communication and interpersonal skills, strong organisational skills, great time management, and ability to work in a fast paced and high pressure environment.
Ability to multi-task and take responsibility in challenging situations;
You are capable of identifying gaps in policies and processes and providing detailed feedback, including examples when possible, through the established communication channels.
Proven track record of taking individual ownership and responsibilities as well as being a great team-player
Ability to analyze and move the team's metrics.
Nice to have:
Education: Bachelor’s degree in Finance, Business Administration, Law, or related field.
Certifications: ICA, CAMS, or equivalent certification (EDD/AML focused).
1-2 years experience in KYC/AML, financial crime, compliance, or a related field within the financial services industry.
1-2 years experience of leading small to medium sized teams.
Ability to use analytics tools like, looker, superset, or other.
For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
We're 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 it's like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
