My client, a large multi national Fintech company, are looking for a leader to manage Customer Support and Onboarding, ensuring customers have a smooth and compliant experience from day one. You'll drive the shift from manual processes to digital, automated workflows, while managing teams, improving customer journeys, and ensuring compliance with AML/KYC regulations.
What this role involves:
Customer Support
* Lead and manage the Customer Support team, meeting KPIs and SLAs.
* Transition manual processes into scalable, digital workflows.
* Manage escalations with banks, vendors, and internal teams.
* Use data to spot trends, resolve issues, and improve customer experience.
* Act as the
Voice of the Customer
in product decisions.
* Partner with Product/Engineering to fix issues and enhance features.
* Build out AI/self-service support tools and knowledge base.
* Coach and support team members to deliver excellent service.
* Ensure compliance with policies, audits, and regulations.
* Oversee outsourced vendor performance.
Onboarding
* Oversee B2B and B2C onboarding with AML/KYC compliance.
* Review and escalate complex or high-risk cases.
* Manage sanctions screening, fraud checks, and verification.
* Ensure due diligence processes are audit-ready and timely.
* Support regulatory audits and inspections.
* Continuously improve onboarding workflows and documentation.
* Partner with Compliance, Risk, and Marketing to deliver a seamless customer journey.
Skills & Competencies
* Strong knowledge of AML/KYC and global regulatory frameworks.
* Skilled in data analysis (Excel) and reporting.
* Excellent leadership, communication, and coaching skills.
* Experience in process improvement and digital transformation.
* Knowledge of Salesforce and information security requirements is a plus.
Experience Required
* Proven leadership in
Customer Support and/or Onboarding
within financial services.
* Deep knowledge of AML/KYC processes and operational risk.
* Experience managing outsourced vendors.
* Track record of driving automation and digital adoption.
* Professional certifications (AML, Compliance, Operations) are an advantage.