Team Lead - KYC/KYB L1-L2-L3

Mô tả công việc
Key Responsibilities
Oversee KYC/KYB alert and case queues across L1 triage, L2 investigation, and L3 EDD support.
Ensure analysts correctly review legal identity, business activity, ownership, controllers, connected parties, adverse media, PEP, sanctions, source of funds, source of wealth, and expected activity.
Review escalations involving missing documents, refusal to provide information, high-risk ownership, adverse media, PEP with negative news, sanctions-related issues, and unresolved risk indicators.
Coordinate with Sanctions teams to ensure KYC/KYB risk ratings reflect ownership/control exposure, connected-party screening, and sanctions-adjacent concerns.
Monitor 2-business-day KYC/KYB activities and 14-business-day EDD investigations, ensuring timely handoffs and defensible narratives.
Ensure case documentation is complete, evidence-backed, and ready for downstream EDD, sanctions, or compliance review.
People, Queue and Quality Management
Manage daily queue allocation, capacity planning, aging, SLA risk, attendance, productivity, and quality outcomes.
Coach analysts on case judgment, evidence standards, written English, escalation quality, and AI-output validation.
Conduct huddles, calibration sessions, knowledge checks, refresher training, and targeted feedback based on QA defects.
Review high-risk or aged cases, unblock escalations, and ensure timely handoffs across L1, L2, L3, QA, and compliance stakeholders.
Track process performance, identify root causes for misses, drive corrective actions, and report risks early.
Maintain process discipline, confidentiality, logical separation, and adherence to client playbooks and quality standards.
Yêu cầu công việc
Strong command of written and spoken English, with ability to review and improve analyst narratives.
Strong process-control mindset with experience managing SLAs, AHT, backlog, productivity, and quality metrics.
Strong risk-based decision-making, with ability to balance policy requirements, source evidence, and operational urgency.
Ability to interpret QA trends, coach to policy, handle ambiguity, and escalate material process risks.
Comfort working in an AI-augmented operations model where analysts validate AI outputs rather than simply process low-risk cases.