Kyc Team Lead

1 week ago

Kuala Lumpur, Malaysia OSOME Full time

**We're Osome** - an international fintech startup making the lives of entrepreneurs easier. We help thousands of businesses kick admin, accounting and bookkeeping out of their day-to-day, so they can spend more time on what's important to them. We've developed a unique solution that combines SaaS with a human-in-the-loop approach to provide full-fledged services in real-time.

We're experiencing tremendous growth in both clients and team members. We have over 500 people in our global offices. We're looking for more bright minds who'd love to change the world by solving complex problems.

**What you'll do**:
**1.) Team & Workflow Management**

Oversee daily ticket distribution and reassignment based on case complexity, urgency and agent workload.

Ensure SLA adherence by tracking ticket status, open volumes, identify blockers and manage escalations.

Personally handle complex, high-risk or KAM-linked tickets to maintain service quality.

Monitor shared team inbox and enforce same-day client response discipline.

**2.) Quality & Compliance**

Conduct regular IQS (Internal Quality Score) reviews and maintain an error tracker.

Validate checklist adherence for incorporation, takeover and existing client KYC cases.

Perform spot-checks on critical matters.

**3.) Training & Coaching**

Identify training needs and topics based on quality reviews and team performance.

Deliver focused coaching sessions and create support materials (FAQs, templates, best-practice guides).

Foster a learning culture through peer reviews, team quizzes and knowledge sharing sessions.

Lead weekly team syncs to review case quality and reinforce compliance and operational updates.

**4.) Process Improvement & Stakeholder Alignment**

Identify operational inefficiencies and propose process enhancements.

Coordinate with Compliance, Product and Ops teams to implement updates or process changes.

Act as the go-to escalation point for team queries and client-specific challenges.

Communicate policy changes and ensure process alignment across stakeholders.

**Who you are**:
3+ years of KYC or compliance experience, with at least 1-2 years in a lead or mentoring role.

Familiarity with Singapore regulatory requirements (MAS, ACRA) and high-volume onboarding environments.

A process driven, hands-on and not afraid to step-in into complex cases yourself.

Ability to balance operational demands with coaching and team development.

Proficient with tools like ticketing systems, dashboards and documentation platforms

Comfortable with fast-paced, client-first environment and take pride in getting the details right.

You believe that consistency, empathy and structure are the foundation of a strong KYC team.

**Our Benefits**:
Osome grows alongside you, but we already have a few perks:
Competitive salary

Multi-cultural environment to enhance your global perspective.

Learning opportunities and mentorship from peers and leaders, including a yearly continuous professional development budget

Flexible working arrangement; Hybrid working arrangement

**Equal Opportunity Statement**

At OSOME, creating a culture where individuals of all backgrounds feel comfortable really matters.

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