About The Team
We are hiring a strategic and execution-driven KYC/KYB Operations Lead to lead our customer due diligence and document verification functions across both retail and business segments. This role is critical in ensuring compliant, efficient, and customer-centric onboarding experiences, particularly for credit-related products. The ideal candidate will thrive in ambiguous environments, coach future-ready leaders, and drive strong KPI execution in line with broader operational OKRs.
Job Description
Strategic Leadership
- Set the vision and execution plan for KYC/KYB operations, aligning departmental goals with organizational OKRs (e.g., SLA adherence, quality rates, cost efficiency).
- Operate effectively in fast-changing, ambiguous environments by translating high-level goals into structured execution roadmaps.
- Represent KYC/KYB in audits, regulatory inspections, and risk committee discussions.
End-to-End KYC/KYB & Document Verification
- Oversee the full spectrum of customer due diligence, including onboarding, ongoing due diligence, periodic reviews, and remediation.
- Lead document verification teams responsible for reviewing and validating income and identity documents for credit product applications (e.g., salary slips, bank statements, EPF, EA forms).
- Ensure processes are structured to detect fraudulent or tampered documents, in line with internal credit risk policies and compliance expectations.
- Collaborate with Credit Risk and Product teams to refine eligibility criteria, verification standards, and escalation pathways.
Operational Design & Governance
- Design and execute department-wide KPIs and SLAs across KYC, KYB, and document verification teams, including governance cadences and root cause frameworks.
- Drive system upgrades, automation initiatives, and workflow redesigns to handle scale with accuracy.
- Maintain clear documentation, playbooks, and audit trails to support both efficiency and compliance needs.
Team Management & Development
- Manage and mentor a growing team of managers, team leads, and frontline analysts across multiple workflows.
- Build a strong bench of future leaders by embedding a culture of ownership, structured thinking, and independent decision-making.
- Partner with QA, Training, and Process Improvement teams to maintain high performance standards and continuous development.
Risk & Compliance Collaboration
- Ensure all KYC/KYB/document processes adhere to AML/CFT laws, BNM/PayNet guidelines, and internal compliance frameworks.
- Work cross-functionally with Compliance, Fraud, Tech, and Legal to manage high-risk cases, enhance risk scoring, and improve detection of suspicious activity.
Requirements
- Bachelor's degree in Business, Finance, Law, or a related field; CAMS or other AML certifications are an advantage.
- 8+ years of experience in financial services, with proven leadership in KYC/KYB, document verification, or credit operations.
- Strong knowledge of AML/CFT requirements and experience working with onboarding or verification for regulated credit products.
- Demonstrated ability to work through ambiguity and design operational processes from scratch.
- Experience in setting KPIs, managing SLAs, and leading hybrid teams (in-house and BPO).
- Familiarity with digital onboarding tools, OCR solutions, case management platforms, and fraud detection systems.
