Mô tả công việc

Key Responsibilities

• Oversee KYC/KYB alert and case queues across L1 triage, L2 investigation, and L3 EDD support.
• Ensure analysts correctly review legal identity, business activity, ownership, controllers, connected parties, adverse media, PEP, sanctions, source of funds, source of wealth, and expected activity.
• Review escalations involving missing documents, refusal to provide information, high-risk ownership, adverse media, PEP with negative news, sanctions-related issues, and unresolved risk indicators.
• Coordinate with Sanctions teams to ensure KYC/KYB risk ratings reflect ownership/control exposure, connected-party screening, and sanctions-adjacent concerns.
• Monitor 2-business-day KYC/KYB activities and 14-business-day EDD investigations, ensuring timely handoffs and defensible narratives.

Ensure case documentation is complete, evidence-backed, and ready for downstream EDD, sanctions, or compliance review.

People, Queue and Quality Management

• Manage daily queue allocation, capacity planning, aging, SLA risk, attendance, productivity, and quality outcomes.
• Coach analysts on case judgment, evidence standards, written English, escalation quality, and AI-output validation.
• Conduct huddles, calibration sessions, knowledge checks, refresher training, and targeted feedback based on QA defects.
• Review high-risk or aged cases, unblock escalations, and ensure timely handoffs across L1, L2, L3, QA, and compliance stakeholders.
• Track process performance, identify root causes for misses, drive corrective actions, and report risks early.
• Maintain process discipline, confidentiality, logical separation, and adherence to client playbooks and quality standards.

Yêu cầu công việc

• Strong command of written and spoken English, with ability to review and improve analyst narratives.
• Strong process-control mindset with experience managing SLAs, AHT, backlog, productivity, and quality metrics.
• Strong risk-based decision-making, with ability to balance policy requirements, source evidence, and operational urgency.
• Ability to interpret QA trends, coach to policy, handle ambiguity, and escalate material process risks.
• Comfort working in an AI-augmented operations model where analysts validate AI outputs rather than simply process low-risk cases.