KYC Operations Supervisor

4 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time

Job Description

  • Manage, coach, and motivate a team of KYC agents, providing guidance and support to ensure individual and team goals are met.
  • Conduct regular performance reviews and provide feedback to KYC agents, identifying areas for improvement and implementing training and development plans as needed.
  • Keep abreast and monitor incoming KYC volumes to ensure team productivity aligned with service level agreement and department objectives.
  • Monitor and enhance the efficiency of the KYC processes, identifying improvement opportunities and driving initiatives to better service level agreements and the customer journey.
  • Collaborate with other departments, such as customer service, product, and excellence team to streamline KYC processes and improve overall customer experience.
  • Prepare reports and present operational metrics to senior management, highlighting key performance indicators and areas for improvement.
  • Stay up to date with changes in KYC regulations and industry best practices, and ensure team members are trained accordingly

Requirements

  • Bachelor's degree in finance, accounting, or a related field.
  • Proven experience working in the fintech industry, with in-depth knowledge of financial products, services, regulations, and compliance requirements.
  • Previous experience in a team leadership or supervisory role, preferably in a customer support or escalation team environment.
  • Strong communication and leadership skills, with the ability to effectively manage and motivate a team.
  • Strong analytical and problem-solving skills, with a demonstrated ability to develop and implement effective operational strategies.
  • Experience managing a team of agents.
  • Proficiency in Microsoft Excel and other financial software applications.

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