Head of KYC Operations - APAC

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Head of KYC Operations - APACFull-time Compensation: INR 3950000 - INR 5500000 - monthlyCompany DescriptionWise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.More about our mission and what we offer.Job DescriptionYour missionYour mission is to lead the KYC Operations Function organization to Ensure its Compliance and Provide Instant Service with best-in-class Quality. And to do this in a scalable, cost-efficient manner, working in partnership with other Wise teams and functions, most prominently with Wise Product  and Compliance. What you’ll be doingIn this role, you will lead a team of Area Leads and their functional areas to drive strategic direction and operational excellence. You are responsible for setting and executing strategic objectives, building high-performing teams, and ensuring they meet operational and quality targets. The role usually involves overseeing 150+ employees across  multiple locations both Internally and Outsourced, ensuring achieving the organization's mission, and aligning operational strategies with business goals You will need to ensure the top-notch delivery in your team’s Quality, Compliance, Speed and Cost of Operations. Some examples of your Success metrics might include but not be limited to:For the Customers: Quality of KYC Function processes (false positive and negatives), Resolution of customer-facing cases, Response SLA, KYC-related appeals upheldFor Wise: False Positives, False Negatives, Customer Attrition during onboarding, Handling Time, Risk Indicators, Cost per ContactFor Wisers: Engagement Score, Attrition, RewardsA few ways in which you’ll contribute to Wise’s success in this roleSetting the Strategy for KYC Operations FunctionLead 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 focusBuilding the best processesBuild and develop a robust and compliant customer onboarding programBuild the necessary support systems for the processes: Metrics, Targets, GovernanceUtilize 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 Manage and optimize 3rd party services and outsourced vendors across the KYC operating modelWork closely with our Risk and Compliance teams to align on risk appetites and capabilities to support the growth of the businessNurturing a great teamEnsure that the right KYC Operations Function organization and the right leaders are in placeBuild and develop a people strategy that allows execution upon the vision - cross functions and locationsRevamp the People management processes together with the People Operations team -  skills, career paths, performance managementOversight 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)Partnering with ProductWork closely with Product teams to ship and deliver best in market KYC products and experiences to our customers This is not intended to be an exhaustive list. As the overall lead of this function, you are expected to take on, and hold accountability for, anything that is required in order to deliver on the mission and the performance of this functionQualificationsExceptional verbal...