Moneybox

Customer Operations Team Leader – AML Team

Moneybox

contract

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • Working closely with the Managers, other Team Leaders, and our Compliance team to support the team daily, this role will be responsible for but not limited to the following:
  • Own and monitor all processes undergone by your team to ensure that accuracy and thoroughness remain a key priority, alongside exceptional customer support.
  • Provide continuous support to team members by organising weekly one-on-ones to discuss their progress, set development goals, and review performance metrics.
  • Offer guidance, feedback, and resources to help them achieve their objectives and enhance their skills.
  • Monitor customer interactions and generate reports for the Compliance team.
  • Conduct coaching sessions with your team focused on AML best practices and customer service excellence.
  • Conduct daily morning huddlesFocus on queue management and delegate tasks across the team appropriately as Duty Coordinator.
  • Maintain professionalism “on the floor” and encourage team members to be focused and motivated.
  • Act as the initial point of escalation for customer queries and issues.
  • Report performance metrics and other relevant information to the Senior Managers regularly.
  • Take ownership and have oversight on niche customer issues, escalating to our Compliance team when required
  • Identify issues from common customer queries, notice when things don’t look right, and make plans for improvements.
  • Assist in all areas of AML Operations when needed (training, content, intercom messages, etc.).
  • Handle escalated issues, including resolving customer complaints and providing specialised support for vulnerable customers, ensuring timely and effective resolutions to maintain customer satisfaction and uphold Consumer Duty.
  • Identify risks in our processes and develop contingency plans with the Operations and Compliance team.

Requirements

  • Some front/first-line AML/KYC/KYB experience is desirable.
  • A quick learner with an interest or relevant experience in an AML or Operational role.
  • An enthusiastic, positive, and proactive leader with minimum 1 year of management experience.
  • Someone open to new challenges and open-minded
  • A natural people person, eager to lead a team and support them in reaching their full potential.
  • You work to encourage and promote diversity within the team and champion an open and transparent environment.
  • You’re a sharp organiser with the ability to see the big picture while managing the day-to-day workflow while balancing this in the best interests of the customer and your team.
  • You’re able to argue for your ideas appropriately and professionally.
  • You value constructive feedback and can see it as a chance for improvement to improve your skills.
  • A great communicator, you’re able to clearly explain to customers what is needed of them, whilst providing a great Moneybox service.
  • You’re a mature, ambitious individual who’s looking to build their career at an exciting fast-growing company.
Benefits
  • Health insurance
  • Remote work options
  • Flexible working hours
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AMLKYCKYBperformance metricsqueue managementcustomer servicecoachingescalation managementrisk identificationcontingency planning
Soft Skills
leadershipcommunicationorganisational skillsproblem-solvingteam supportproactivityopen-mindednessconstructive feedbackmotivationdiversity promotion