Compliance Assistant – Exclusively for People with Disabilities
Grupo SOMA
Manager, CX Compliance Learning
Coinbase
full-time
Posted on:
Location Type: Hybrid
Location: 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £90,900 - £101,000 per year
Job Level
Mid-LevelSenior
About the role
- Build and lead a high-performing compliance pod
- Elevate the pod’s strong foundations to deliver learning excellence; including highly interactive, judgement and decision making scenarios
- Own your pod’s book of work, and lead cross-functional collaboration to manage capacity, expectations, and rapidly address root causes to drops in standards.
- Work with operations, and data analytics to understand operational health, and deliver learning interventions to support improved operational performance
- Support the development, and maintenance of the L&D’s future strategy.
- Champion clarity, calm, and trust in a fast paced environment to lead, and support your team in meeting the needs of the business.—becoming a credible, authoritative voice on Coinbase’s support experiences.
- Manage, coach and develop a team of Compliance and Complaints trainers
- Provide structure, scheduling inputs and work with cross functional team to optimise the training delivery schedule
- Represent your pod at cross functional forums, and own KPIs to evidence team performance.
- Oversee the delivery of comprehensive, and interactive training sessions covering procedures, investigation requirements, and risk based decisions.
- Onboarding, and cross skilling training and nesting support to enable L&D to meet its KPIs, and business SLAs
- High standards in training delivery for consistent knowledge transfer.
- The expansion of Coinbase’s training Sandbox to test and validate agent’s proficiency against new procedures or case types
- Train-the-Trainer (TTT) masterclasses, certify trainers, and participate in continuous development programs to uplift trainer quality.
- Collaborate with cross functional teams to design and develop role based training materials and modules tailored to Compliance investigations
- Lead the design of onboarding, and cross skilling programmes to deliver day 1 quality for new investigators
- Ensure training content aligns with regulatory requirements and internal policies.
- Address and remediate training gaps identified through QC/QA processes.
- Work closely with functional leaders in compliance and support functions to maintain the highest standards of production and quality.
- Travel ~25% of the time to Coinbase, or vendor, offices in order to deliver onsite instructor-led training
- Flexibility ~ 25% of the time to deliver virtual training across global time zones to ensure full population coverage.
- Accountable for L&D KPI execution (CSAT, Nesting Pass Rate)
Requirements
- 5+ years of L&D and Operations people management experience, including building new teams through effective organisational design.
- Ability to analyze complex, and large amounts of data to inform effective case outcomes.
- Proven track record of successfully improving investigations programmes to meet both customer and regulator requirements in either recognised large financial institution, fintech or enforcement agency.
- Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
- A passion for learning, and evidence of driving performance improvement both for individuals and in the ‘classroom’
- Strong analytical and problem-solving skills, with the ability to identify training needs, evaluate training effectiveness, and recommend improvements
- Ability to work independently and as part of a team, with a high level of self-motivation and personal accountability
- Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines
- Clear written and verbal communication
- Deep understanding of AI + human support workflows.
- Comfortable being “on point” for high-stakes, real-time events and shaping the narrative under pressure.
- Crypto-curious and aligned with our mission of increasing economic freedom.
Benefits
- bonus eligibility
- equity eligibility
- medical benefits
- dental benefits
- vision benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
L&D managementdata analysistraining deliverycompliance investigationstraining needs evaluationKPI executionregulatory compliancetraining content developmentproblem-solvingorganizational design
Soft skills
communicationinterpersonal skillsstakeholder engagementperformance improvementself-motivationtime managementorganizational skillsteam collaborationflexibilityleadership
