Top Operations & Support Jobs

Lead a global team of Performance Steering Leads to govern KPIs (AHT, Occupancy, Adherence, CpH, SLA), apply statistical methods to reduce variance, drive RCA-based remediation, partner with Product/Engineering to automate operational debt, and implement vendor scorecards to ensure efficiency and predictability at scale.

Lead and develop a FinCrime operations team focused on KYC/AML/fraud/screening. Oversee daily operations, performance and quality management, coaching, process improvements, escalations, stakeholder communication, and regulatory compliance to mitigate financial crime risk.

Lead and grow a Sao Paulo-based Card Disputes/Chargebacks team to investigate and resolve Visa and Mastercard disputes. Own operational SLAs, KPIs, queue and shift management, quality controls, evidence standards, and escalation for complex cases. Coach specialists, implement process improvements, align with Risk/Product/Servicing, and ensure consistent, timely, compliant dispute handling.

Perform customer due diligence (CDD/EDD), transaction monitoring, periodic reviews, and risk assessments to ensure KYC/AML compliance. Verify identity and ownership, document decisions, escalate high-risk cases, communicate with customers through phone/email/chat, and meet KPI targets while maintaining accurate records and data privacy.

Investigate and triage sanctions screening alerts, perform due diligence on potential matches, monitor transaction patterns for financial crime, escalate high-risk cases, maintain documentation, ensure regulatory compliance, collaborate with KYC/Compliance/Engineering, communicate with customers in Japanese/English, meet KPIs and complete required trainings.

Lead a team of KYC Analysts to perform customer due diligence, manage performance and quality, drive process improvements, handle escalations, coach staff, maintain regulatory compliance, and deliver operational insights.

Lead the AML Investigations team by managing operations, developing effective processes, and ensuring compliance while improving team performance and customer experience.

Lead and grow a team of fraud investigators, manage operational processes, metrics and reporting, partner with product/engineering and third parties, drive fraud prevention product improvements, and ensure service quality and SLAs.

Investigate and resolve sanctions alerts by analysing potential matches against sanctions lists, documenting decisions, communicating with customers for more information, escalating reportable cases, and improving automated screening. Maintain speed, accuracy, and ownership of cases while contributing to methodology improvements and knowledge sharing.

Lead a team of FinCrime Operations Analysts to mitigate AML/financial crime risk, drive operational excellence, manage performance and quality, refine processes and tooling, handle escalations, and collaborate with stakeholders to ensure regulatory compliance and efficient case handling.