Job Specification
This role is required to operate with a strong commercial focus ensuring alignment to the Bank’s business objectives while adhering to the Bank’s control principles at all times.
The successful candidate will lead the KYC Operations team in Singapore, be the accountable service owner for all KYC-related activities, including onboarding, customer outreach, periodic and event trigger review and customer exits.
Reporting directly into the Head of Customer Service & KYC Operations, the successful candidate will be responsible for executing the strategic direction of KYC Operations function in supporting the bank’s expanding business.
On a day-to-day level, the successful candidate will work closely with AML, Risk, Legal, Business and Tech teams to ensure consistency of service and ensure best practice is applied.
Core Responsibilities and Accountability
- Support the Bank’s expansion strategy end-to-end by collaborating with key stakeholders across the organization
- Build the systems, processes and people in KYC Operations, defining and executing a runway of activities to achieve the target operating model
- Drive continuous improvement initiatives across end-to-end customer lifecycle management activities to deliver a high and consistent standard of service
- Provide KYC-related activities in line with agreed OKRs, SLAs and KPIs – management and oversight of the local and offshore teams completing the work, providing guidance and training where applicable
- Provide guidance to internal stakeholders regarding regulations, requirements and processes for new customer account and/or new product setup in existing or new markets, including KYC, regulatory classifications e.g. FATCA/CRS, etc
- Drive the talent agenda by hiring and developing a highly-proficient team of customer-facing KYC specialists
Leadership & Teamwork
- Motivate, lead and develop the KYC Operations team, elevating the standards of the team in supporting the bank’s business
- Act as a thought leader in the long-term strategy and future expansion of the KYC Operations function in relation to the bank’s business strategy and industry development
- Advocate focus in customer experience at the heart of the team’s operations
- Champion agile ways of working across the team and the bank
- Ability to identify and break down complex problems, and work with various stakeholders in implementing optimal solutions with strategic intent
- Build and maintain strong relationships with key stakeholders including AML, Risk, Business, Tech and Operations teams
Job Requirements
- Functional knowledge and experience
- A practitioner with 8 years of execution experience in customer-facing KYC services, relationship management and project management experience;
- Possess deep understanding in relation to customer due diligence and product fulfilment, ability to build effective controls across the customer lifecycle journey
- Knowledge of the changing regulatory environment especially in the financial services sector
- Experience in managing local and offshore operations teams, with track record in meeting KPI and SLA
Personal attributes
- High-energy and the ability to thrive in a fast-paced environment
- Strong relationship management and influencing skills, good interpersonal skills with proven ability to communicate effectively at all levels. Ability to adapt communication style to suit each customer, internal teams and across other stakeholders, e.g. service providers, auditors, etc
- Client-obsessed, prioritizing customer experience when developing systems and processes
- Proactivity in developing ideas, continuously searching for improvements in achieving service efficiency and excellence
- Embrace continuous learning and development
We apologize that only shortlisted candidates will be contacted. Thank you.
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