Customer Operations - AML Team Leader

Summary

Join Moneybox as a Team Leader in Customer Operations AML, managing a team of specialists in customer onboarding, KYB checks, and account due diligence for Moneybox Business Saver. You will split your time between team leadership and hands-on AML support, ensuring smooth daily operations and process improvements. As a leader, you will provide line management, coaching, and performance reviews, fostering a high-performing team. You will also be responsible for daily tasks such as KYB checks and customer support, acting as a duty coordinator and point of escalation. The role requires collaboration with various teams to optimize processes and maintain exceptional customer experience. You will be involved in identifying and resolving issues, developing improvements, and reporting performance metrics.

Requirements

• A quick learner with an interest or relevant experience in an AML or Operational role
• An enthusiastic, positive, and proactive leader with minimum 1 year of management experience
• Someone open to new challenges and open-minded
• A natural people person, eager to lead a team and support them in reaching their full potential
• You work to encourage and promote diversity within the team and champion an open and transparent environment
• You’re a sharp organiser with the ability to see the big picture while managing the day-to-day workflow while balancing this in the best interests of the customer and your team
• You’re able to argue for your ideas appropriately and professionally
• You value constructive feedback and can see it as a chance for improvement to improve your skills
• A great communicator, you’re able to clearly explain to customers what is needed of them, whilst providing a great Moneybox service
• You’re a mature, ambitious individual who’s looking to build their career at an exciting fast-growing company

Responsibilities

• Own and monitor all processes undergone by your team to ensure that accuracy and thoroughness remain a key priority, alongside exceptional customer support
• Provide continuous support to team members by organising weekly one-on-ones to discuss their progress, set development goals, and review performance metrics
• Offer guidance, feedback, and resources to help them achieve their objectives and enhance their skills
• Monitor customer interactions and generate reports for the Compliance team
• Conduct coaching sessions with your team focused on AML best practices and customer service excellence
• Conduct daily morning huddles
• Be proficient in the daily tasks: Performing KYB checks, bank account updates, bank verifications, ID checking, and assisting customers during the onboarding process
• Focus on queue management and delegate tasks across the team appropriately as Duty Coordinator
• Maintain professionalism “on the floor” and encourage team members to be focused and motivated
• Act as the initial point of escalation for customer queries or KYB issues
• Report performance metrics and other relevant information to the Senior Managers regularly
• Assist the team in completing AML checks for customers applying to open a Moneybox Business Saver
• Take ownership and have oversight on niche KYB issues, escalating to our Compliance team when required
• Identify issues from common customer queries, notice when things don’t look right, and make plans for improvements
• Assist in all areas of KYB when needed (training, content, intercom messages, etc.)
• Handle escalated issues, including resolving customer complaints and providing specialised support for vulnerable customers, ensuring timely and effective resolutions to maintain customer satisfaction and uphold Consumer Duty
• Proactively seeks opportunities to review and enhance current processes
• Collaborate with Compliance and Product teams to create or improve best practice guides, aiming to streamline KYB processes in a customer-friendly, safe, and commercially viable manner
• Identify risks in our processes and develop contingency plans with the Operations and Compliance team

Preferred Qualifications

Some front/first-line AML/KYC/KYB experience is desirable

Benefits

• Opportunity to join a fast-growing, award-winning and super ambitious startup
• Work with a friendly team of highly motivated individuals
• Be in an environment where you are listened to and can actually have an impact
• Thriving collaborative and inclusive company culture
• Competitive remuneration package
• Opportunity to attend industry conferences and events
• Gympass subscription
• Private medical insurance
• Personal L&D allowance
• 25 days holiday + bank holidays
• This role can be fully remote within the UK or hybrid (2 days in the London office per week)