Kyc Operations Supervisor

3 weeks ago

Kuala Lumpur, Malaysia Shopee Full time

Department Operations- LevelExperienced (Team Lead)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- 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.

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