Compliance

• 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)

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