The role

• Taptap Send is seeking a KYC team lead with 2-3 years experience either as a team lead in another financial institution or who is an experienced senior fraud analyst.
• The candidate will be expected to troubleshoot routine issues with junior analysts, manage and develop our team of 5 KYC analysts, and ensure the team excel on both quality of decisions and engagement with customers.
• The team lead should be someone who can quickly get up to speed with our KYC processes and have experience in compliance and customer service, and is able to manage an ever growing team to efficiently achieve an ever increasing compliance burden as our business grows over the next 4-5 years.

Your responsibilities will include :

• Managing, training and developing a team of 5 KYC Analysts

• Creating our rotation to ensure we have coverage across all hours of our SLA

• Ensuring that daily tasks are completed and monitoring team productivity.

• Act as escalation point during shifts; answer agents queries and resolve complex cases and handle customer escalations or complaints.

• Carrying out routine quality control checks to ensure quick and clear feedback can be provided to our analysts Troubleshooting more challenging cases

• Carrying out weekly 1:1s with your analysts

• Working with our Compliance Officers and Customer Service Leads The role may require some weekend work with time off in lieu
  

You have :

• Experience building and leading teams of 3+ people ideally in both a compliance/banking and customer service function (strong candidates with experience in one or the other should still apply) Ideally 1+ years of experience working in the international remittance industry or in a financial technology company

• Passion for using technology to solve compliance and KYC issues

• Experience with ticketing and case management systems

• Attention to detail while still seeing the bigger picture

• The ability to help create and foster an effective compliance culture

• Good communication skills and the ability to express opinions and concerns clearly

• Fluency in English; any other language an advantage

• Right to work in Morocco.

• Lieu de travail Maroc| Casablanca, Maroc
• Date d'expiration 01 Juin
• Niveau de poste Confirmé / Expérimenté
• Secteur d'activité Banque, Assurance, Finance
• Nombre de postes 01