Description
Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.
As the Head of KYC Operations - EMEA, your mission is to lead the KYC Operations Function organization to ensure its compliance and provide instant service with best-in-class quality.
In this role, you will lead a team of Area Leads and their functional areas to drive strategic direction and operational excellence. You are responsible for setting and executing strategic objectives, building high-performing teams, and ensuring they meet operational and quality targets.
Some examples of your success metrics might include:
- Quality of KYC Function processes (false positive 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
Your responsibilities will include:
- Setting the strategy for the KYC Operations Function
- Building the best processes
- Utilizing data and user research to optimize the onboarding experience
- Driving improvement initiatives and managing an efficient process
- Managing and optimizing 3rd party services and outsourced vendors
- Working closely with Risk and Compliance teams to align on risk appetites and capabilities
- Nurturing a great team
- Partnering with Product teams to deliver best-in-market KYC products and experiences
Requirements:
- Exceptional verbal and written English communication skills
- Extensive experience in Operations (preferably KYC/AML, financial crime, compliance, or related fields)
- Demonstrated leadership experience in leading and mentoring large teams
- In-depth expertise and strategic understanding of the regulatory environment and evolving framework surrounding KYC/AML
- Proficient in utilizing advanced analytics tools
- Highly punctual, with a strong sense of initiative and a proactive approach to driving strategic objectives and delivering results
Values and behavioral expectations:
- Visionary Leadership
- Mission-Oriented Problem Solving
- Empowers Team Members
- Champions Change
- Data-Driven Decisions
- Accountability and Impact
- Clear, Quantified Impact
- Customer Focused
- Supportive Leadership
- Growth-Oriented
- Knowledge Sharing
- Inclusive Leadership
- Respectful and Open Communication
- Feedback and Growth
- Caring Environment
- Mindful Management