Position Purpose

The KYC Operations Manager is responsible for overseeing the daily activities of the KYC team, ensuring efficient, accurate, and compliant customer onboarding. This role manages operational workflows, monitors performance against SLAs, resolves issues, and ensures alignment with regulatory requirements. The manager also plays a key role in maintaining process integrity, improving operational efficiency, and fostering a high-performing team.

Key Responsibilities and Accountabilities

Day-to-Day

• Oversee the end-to-end KYC verification process for all customer types (wallet, merchant, OTC).
• Monitor daily volumes and ensure SLAs are consistently met.
• Resolve operational issues quickly to minimize impact on customer onboarding.
• Ensure accurate record-keeping, reporting, and escalation of any red flags.
• Liaise with customer support, agents, and other functions for smooth case resolution.

Process Enhancement

• Establish and optimize KYC operations, SOPs, and processes to improve efficiency and customer onboarding.
• Provide data-driven insights on trends, risks, and opportunities.
• Align with Risk & Compliance team on regulatory needs.
• Partner with Product/Tech on automation and with Customer Care, Finance, and Business teams to align onboarding, revenue, and growth goals.
• Maintain strong communication with HQ and stakeholders.

Team Management

• Recruit, train, and lead the team.
• Coach team members for performance and professional development.
• Create a strong culture of accountability, accuracy, and customer focus.

Regulatory Compliance

• Ensure operations are fully aligned with regulations, as well as internal compliance policies.
• Stay up to date on regulatory changes and lead necessary operational adjustments.
• Act as the key liaison with Risk & Compliance team to ensure effective monitoring and reporting.
• Prepare and present operational reports for internal audits and external regulators.
• Proactively identify compliance risks and implement corrective actions.

• Bachelor’s degree in business, finance, or related field.
• Minimum 5–7 years of experience in financial services, with at least 3 years in KYC/operations management.
• Strong knowledge of CBM and FIU regulations is a must.
• Excellent leadership, communication, and problem-solving skills.
• Comfortable working in a fast-paced, regulated environment.
• Ability to manage multiple stakeholders and influence cross-functional teams.