Description
As the Head of KYC Operations - APAC, you will lead the KYC Operations Function organization to ensure compliance and provide instant service with best-in-class quality.
You will lead a team of Area Leads and their functional areas to drive strategic direction and operational excellence.
Your responsibilities will include:
- Setting and executing strategic objectives, building high-performing teams, and ensuring they meet operational and quality targets.
- Ensuring top-notch delivery in your team's quality, compliance, speed, and cost of operations.
- Building and developing a robust and compliant customer onboarding program.
- Utilizing data and user research to optimize the onboarding experience and transform how we fight financial crime and fulfill regulatory obligations.
- Managing and optimizing 3rd party services and outsourced vendors across the KYC operating model.
- Working closely with Risk and Compliance teams to align on risk appetites and capabilities to support business growth.
- Nurturing a great team, ensuring the right KYC Operations Function organization and leaders are in place.
- Building and developing a people strategy that allows execution upon the vision.
- Partnering with Product teams to ship and deliver best-in-market KYC products and experiences.
The role usually involves overseeing 150+ employees across multiple locations, both internally and outsourced.
Success metrics may include:
- Quality of KYC Function processes (false positives and negatives).
- Resolution of customer-facing cases.
- Response SLA.
- KYC-related appeals upheld.
- False positives.
- False negatives.
- Customer attrition during onboarding.
- Handling time.
- Risk indicators.
- Cost per contact.
- Engagement score.
- Attrition.
- Rewards.