KYC Operations Team Lead

Wise is a global technology company, building the best way to move and manage the world's money.

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. Create initiatives to grow their skills, behaviours, and competencies. Design and manage development plans, conduct career map check-ins, and make recommendations for promotions, salary increases, and other decisions.
• Operational Management: Identify and propose opportunities for process improvements. Collaborate with central functions and other operational teams to increase efficiency. Provide guidance and support on complex, high-risk cases and escalations, including direct customer contact during sensitive inquiries or investigations.
• Performance Management: Measure team KPIs and ensure targets and quality standards are met while maintaining focus on customer experience. Conduct regular one-on-one coaching and team meetings to share updates and best practices.
• Expertise Sharing: Be a subject matter expert in your area, train and coach the team on operational topics. Maintain understanding of regulatory obligations, internal policies, and apply a risk-based approach to deter and prevent money laundering and financial crime. Perform deep dives and propose solutions to senior leadership.
• Planning and Execution: Ensure KPIs are met and provide insights to stakeholders. Take accountability for delivering initiatives and progress against goals.
• Stakeholder Management and Communication: Collaborate with stakeholders to ensure clear communication and coordination. Communicate professionally, document initiatives and reports with clear scope and potential impact.
• Quality Assurance and Control: Implement and maintain a robust QA framework. Conduct regular checks of casework for accuracy and adherence to policies and regulatory obligations. Provide targeted coaching based on quality findings and analyze metrics to drive continuous improvement.

• Excellent verbal and written English skills (additional languages are a plus) with the ability to articulate clearly.
• Minimum 2+ years of experience in Operations (preferably in CDD/EDD/AML or Risk Assessment).
• Good understanding of the regulatory framework surrounding KYC/AML.
• Independent, proactive, and willing to get things done.
• Fast learner, willing to become a Subject Matter Expert for the team and support problem solving.
• Excellent communication and interpersonal skills, strong organisational skills, time management, and ability to work in a fast-paced and high-pressure environment.
• Ability to multi-task and take responsibility in challenging situations.
• Ability to identify gaps in policies and processes and provide detailed feedback through established channels.
• Proven track record of taking ownership and being a strong team player.
• Ability to analyse and move the team's metrics.

• Education: Bachelor's degree in Finance, Business Administration, Law, or related field.
• Certifications: ICA, CAMS, or equivalent (EDD/AML focused).
• 1-2 years experience in KYC/AML, financial crime, compliance, or related field within financial services.
• 1-2 years experience leading small to medium teams.
• Experience using analytics tools like Looker, Superset, or similar.

For everyone, everywhere. We're people building money without borders — without judgement or prejudice. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have an international team and celebrate our differences. Inclusive teams help us live our values and ensure every Wiser feels respected and able to progress in their careers. If you want to find out more about Wise, visit Wise.Jobs. Keep up to date with life at Wise by following us on LinkedIn and Instagram.

• Mid-Senior level

• Full-time

• Management and Manufacturing