KYB Operations Lead, UK

📋 Description

• Line-manage and develop the UK operators: prioritisation, 1:1s, performance, and helping them grow
• Own overall queue management and resourcing for UK onboarding: what gets worked first, who works
• Make the final first-line (1LoD) call on complex cases: complex ownership structures, EDD, PEP and
• Own escalations with our card-issuing and payments partners, including recurring failures, disputed
• Run customer-facing onboarding communications with quality: clear requests, fast follow-ups, no
• Define and report operational metrics (caseload by provider, time to close, handling time) and use

🎯 Requirements

• 5+ years in KYB / onboarding / financial-crime operations at a UK fintech, EMI, PI or bank
• Practical working knowledge of the UK regulatory framework for EMIs/PIs: MLRs 2017, JMLSG guidance
• Strong judgement on complex business customers: multi-layer ownership, overseas parents, trusts
• Clear written communication, both with customers and in documented case decisions
• Demonstrated use of AI tools in your day-to-day work to go faster or do better work, with concrete
• A bias to fix the process rather than just work the queue

🎁 Benefits

• Flexible PTO
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend
• Private medical insurance through Freedom Elite