Job description

We're on a mission to make financial services accessible and effortless for SMEs. As one of Singapore's latest digital wholesale banks fully regulated by MAS, we're committed to continuous innovation to bring about simpler, safer and more rewarding financial services. #bringingaboutwhatsnext

We are currently seeking a high-calibre professional to join our team as a Team Lead (Post-Onboarding), KYC Operations.

Job Specification

This role requires a strong commercial focus, ensuring alignment with the Bank's business objectives while adhering to the Bank's control principles at all times.

The successful candidate will lead the KYC Operations Post-Onboarding team in Singapore and serve as the accountable service owner for all KYC-related activities, including customer outreach, periodic and event-triggered reviews and customer exits.

Reporting to the KYC Operations Lead, the successful candidate will be responsible for executing the strategic direction of the KYC Operations function in support of the Bank's expanding business.

Day-to-day, the successful candidate will work closely with FCC, Risk, Legal, Business and Tech teams to ensure service consistency and application of best practices.

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 efficiency gains through AI adoption

• Drive continuous improvement initiatives across end-to-end customer lifecycle management activities to deliver a high and consistent standard of service

• Oversee KYC-related activities in line with agreed OKRs, SLAs and KPIs - including management of local and offshore teams, providing guidance and training where applicable

• Provide guidance to internal stakeholders on regulations, requirements and processes for new customer segments 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 team standards in supporting the Bank's business

• Champion customer experience as the heart of the team's operations

• Advocate agile ways of working across the team and the Bank

• Identify and break down complex problems, working with various stakeholders to implement optimal solutions with strategic intent

• Build and maintain strong relationships with key stakeholders, including FCC, Risk, Business, Tech and Operations teams

Job Requirement

Functional knowledge and experience

• Minimum 10 years of hands-on experience in customer-facing KYC services working with Corporate Banking customers, including team management experience

• Deep understanding of customer due diligence and product fulfilment, with ability to build effective controls across the customer lifecycle journey

• Strong communication skills with proficiency in English and Chinese (both verbal and written forms) for handling Chinese documents

• Ability to organise and prioritize workload, delivering all commitments on time with minimal supervision

• Experience managing local and offshore operations teams, with a proven track record of meeting KPIs and SLAs

• Entrepreneurial mindset - overcomes challenges with creative thinking and innovative solutions

Personal attributes

• High-energy with ability to thrive in a fast-paced environment

• Strong relationship management and influencing skills, with proven ability to communicate effectively at all levels

• Client-obsessed, prioritizing customer experience when developing systems and processes

• Proactive in developing ideas, continuously driving improvements to achieve service efficiency and excellence

• Embraces continuous learning and development