Head of KYC Operations - EMEA

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.

Your mission

Your mission is to lead the KYC Operations Function organization to Ensure its Compliance and Provide Instant Service with best-in-class Quality. And to do this in a scalable, cost-efficient manner, working in partnership with other Wise teams and functions, most prominently with Wise Product  and Compliance. 

What you’ll be doing

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. The role usually involves overseeing 150+ employees across  multiple locations both Internally and Outsourced, ensuring achieving the organization's mission, and aligning operational strategies with business goals 

You will need to ensure the top-notch delivery in your team’s Quality, Compliance, Speed and Cost of Operations. Some examples of your Success metrics might include but not be limited to:

• For the Customers: Quality of KYC Function processes (false positive and negatives), Resolution of customer-facing cases, Response SLA, KYC-related appeals upheld

• For Wise: False Positives, False Negatives, Customer Attrition during onboarding, Handling Time, Risk Indicators, Cost per Contact

• For Wisers: Engagement Score, Attrition, Rewards

A few ways in which you’ll contribute to Wise’s success in this role

Setting the Strategy for KYC Operations Function

• Lead the design of the vision and strategy for your team, aligned with the overall Servicing Strategy, in making the processes more compliant, faster, better and more scalable, with a clear customer focus

Building the best processes

• Build and develop a robust and compliant customer onboarding program

• Build the necessary support systems for the processes: Metrics, Targets, Governance

• Utilize data and user research to optimize our on-boarding experience and transform how we currently fight financial crime and fulfill regulatory obligations 

• Drive improvement initiatives and manage an efficient process while providing continuous effective risk management and control 

• Manage and optimize 3rd party services and outsourced vendors across the KYC operating model

• Work closely with our Risk and Compliance teams to align on risk appetites and capabilities to support the growth of the business

Nurturing a great team

• Ensure that the right KYC Operations Function organization and the right leaders are in place

• Build and develop a people strategy that allows execution upon the vision - cross functions and locations

• Revamp the People management processes together with the People Operations team -  skills, career paths, performance management

• Oversight of team's budgets and high level reporting. 

• Set KPIs and developmental objectives across the current team of 150+ people (regional teams across across the globe)

Partnering with Product

• Work closely with Product teams to ship and deliver best in market KYC products and experiences to our customers 

This is not intended to be an exhaustive list. As the overall lead of this function, you are expected to take on, and hold accountability for, anything that is required in order to deliver on the mission and the performance of this function.

• Exceptional verbal and written English communication skills are essential, with proficiency in additional languages considered advantageous. Ability to articulate complex concepts clearly to diverse audiences.

• Extensive experience, typically 10+ years, in Operations (preferably KYC/AML, financial crime, compliance, or related fields within the financial services industry).

• Demonstrated leadership experience, preferably 8+ years, in leading and mentoring large teams, fostering an inclusive and high-performance culture.

• In-depth expertise and strategic understanding of the regulatory environment and evolving framework surrounding KYC/AML.

• Proficient in utilizing advanced analytics tools, such as Looker, Superset, or equivalent platforms, to drive data-driven decision-making.

• Highly punctual, with a strong sense of initiative and a proactive approach to driving strategic objectives and delivering results.

• Exceptional communication and interpersonal skills, coupled with strong organizational capabilities. Ability to effectively manage time and thrive in fast-paced, high-pressure environments.

• Expertise in multi-tasking and maintaining accountability in complex and challenging scenarios.

• Proven ability to identify and address gaps in policies and processes, providing detailed feedback and constructive recommendations through established communication channels.

• Strong track record of personal ownership and responsibility, with a demonstrated ability to collaborate effectively across various teams and levels within the organization.

• Strategic capability in analyzing team metrics and implementing initiatives to enhance performance and drive key project outcomes.
   

Values and behavioural expectations

This isn’t just a job, it’s a revolution. 

• Visionary Leadership: Helps the team create/align with the function & team vision and set goals that are aligned with Wise’s mission. Stays up to date and embraces and drives change.

• Mission-Oriented Problem Solving: Ensures teamwork is aligned with the company mission, identifies improvement opportunities, quantifies them and ensures ownership of the solution. Helps the team identify and solve impactful problems. 

• Empowers Team Members: Adapts leadership style to support team members through coaching, guiding, and recognizing achievements and supporting career growth.

• Champions Change: Approaches change with a positive and constructive attitude. Embraces experimentation, is open to new solutions, and proactively seeks opportunities to challenge the status quo and improve processes, doesn't settle for 'good enough'. 

We get it done.

• Data-Driven Decisions: Uses core data and key metrics confidently to coach team members effectively and guide the team based on data-driven insights. 

• Accountability and Impact: Holds team members accountable for delivering goals and monitors the impact of their work through key metrics. Regularly tracks and discusses team and individual impact through predetermined key metrics.

• Clear, Quantified Impact: Ensures team members have clarity on which KPIs they are responsible for influencing and how these KPIs link to the overall Servicing strategy.

Customer > team > ego. 

• Customer Focused: Provides clarity on customer needs and challenges, incorporates key customer-focused metrics into team goals, and tracks for continuous improvement. 

• Supportive Leadership: Hires, onboards, and supports team members to set them up for a successful and impactful career. Ensures that team decisions prioritise customer needs and impact. Encourages team members to always consider the broader team and customer perspective in their work. 

• Growth-Oriented: Conducts regular one-to-ones, and performance review sessions (e.g. Grow Wise), balancing both numerical and behavioural performance with development discussions. Invests in and drives their own growth as a leader. Embraces both successes and failures to support learning.  

• Knowledge Sharing: Shares area expertise and skills to help the team find the best solutions. Uses coaching to encourage team members to share their knowledge and be more involved in decisions affecting their work. 

No drama, good karma. 

• Inclusive Leadership: Creates an inclusive culture where everyone can do their best work while being fully themselves. Actively collaborates within their organisations and Wise to reach impact. ​

• Respectful and Open Communication: Stays respectful, embraces different perspectives, and positively contributes to discussions even in challenging situations. Demonstrates great listening skills, empathy, and patience, and communicates honestly and transparently, focusing on solutions

• Feedback and Growth: Gives timely and specific feedback to support the growth and impact of team members. Encourages a feedback-rich environment where constructive feedback is valued and used for continuous improvement.

• Caring Environment: Brings the team together regularly, shows empathy, and supports team members to overcome challenges. Supports team members’ mental and physical well-being, builds high levels of trust through open communication. 

• Mindful Management: Challenges arguments, not individuals, and ensures sustainable work practices. Manages energy levels sustainably, and knows when to ask for help or take time out.

Visa and relocation support available

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.

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