Head of KYC Operations - APAC

About this role

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Skills you'll use

What you'll do

• 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
• 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
• 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 

Who can apply

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

About Wise

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