Total 3 Team Leader job vacancies in Others category in Kuala Lumpur

Our Due Diligence team is looking for a Team Lead in Kuala Lumpur, Malaysia. This role is a unique opportunity to have an impact on Wise’s mission, develop a high performing verification team and help save millions more people money. 

Your mission: 

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking. 

Your mission will be to develop a high performing verification team, to learn more about the compliance world, to improve the sometimes frustrating verification process for our customers, and to help millions more potential customers save money by using Wise!

The role as a Due Diligence Team Lead gives you the opportunity to:

• Develop a strong verification team and support agents on their personal growth path by scheduling, interviewing, hiring, organising team events.

• Help team members to understand their role in the mission through coaching, challenge or mediating debates, manage team’s resources and their relevant skills.

• Build connections between team members as well as cross-team and facilitate collaboration. Identify new collaboration needs on the team level.

• Owner of the team's entertainment budget. Keeping it up to date, syncing it with the rest of the leads in the group + Senior Leads.

• Help the team develop and measure KPIs for success while planning team capacity and focusing on customer experience.

• Increase the efficiency of the verification team while balancing the health and productivity of your agents.

• Develop effective operational processes, task allocation, training and performance management to deliver a great customer experience with a tightly managed cost base.

• Be accountable for quality assurance of verification performed, making decisions within our policy framework, and working with compliance to evolve both our policies and processes.

• Manage the trainings of the team on our regulatory obligations, how our policies fulfil them and our risk-based approach to deterring and preventing money laundering and financial crime.

• Communicate with customers as required to handle escalated or complicated cases with strong customer empathy as well as clear communication of recommendations and policies.

• Work with product teams, customer operations, and across compliance to manage operational impact of changes and drive initiatives to improve the customer experience, increase automation or improve operational efficiencies.

• Represent the policies, processes, and auditable verification work to regulators and auditors.

Hiring process:

• Application review (including reviewing your cover letter answers)

• 1st interview with two Team Leads

• Final interview with 2 senior/Area Leads

If this sounds like a great new challenge for you, please apply by submitting your CV and cover letter in English (answering the questions below).

In your Cover Letter please answer the following questions: 

• What are your expectations for this role?

• How do you make sure that your team has a healthy team culture?

• How would you handle a conflict arising from cultural and personality differences within the team?

• Our team receives on average 2000 emails per week, but processes 1800 emails weekly. Additionally, the team has a backlog of 500 emails that is carried over from week to week. What are your plans to come out of this backlog trend on a short term basis and to avoid it altogether in the long term?

Please note that applications without a cover letter will not be considered. 

We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

Also, qualifications aren’t that important to us. If you’ve got great experience, and you’re great at articulating your thinking, we’d like to hear from you.

And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.

Wise’s Fraud team is a passionate team of crime fighters, who do the best to keep our good customers happy and unbothered, whilst kicking the bad actors out the door. We take great pride in balancing Wise mission, our values and fraud mitigation and still having lots of laughs along the way. By now, we have an awesome 80+ people operational team, who work very closely with engineering and product, collaborating with machine learning data scientists and partnering with other relevant teams to get things done. 

As a Team Lead, you get to empower your own team, drive large-scale initiatives and help us solve problems that have a long-lasting impact. 

Here’s how you’ll be contributing to Fraud team: 

• Liaise with relevant departments to ensure that team’s objectives are being met and fraud risk areas are taken into account with different projects and products

• Plan and build vision for Fraud operations and the whole domain overall

• Help us in partnering with 3rd parties like partner banks, vendors and law enforcement

• Ensure that team’s reporting responsibilities, quality, procedures and other service level agreements are upheld

• Handle and monitor operational processes, ensuring effective workload and implement new processes to address problematic areas

• Develop and maintain fraud prevention and ops effectiveness measurement metrics

• Grow, mentor and hire Fraud  team members

Also, communicating the value and quality to the business and identifying:

• Any improvements that could be made to the product itself – its features or functionality – to bring it more in line with quality and value

• Participate directly in fraud product design process, to identify gaps between ops expectations and product functionality as early as possible

• Build up new expertise and functions to have even greater impact in our team

We’re looking for a Due Diligence Agent to join our team in Singapore. This role is a unique opportunity to have an impact on Wise’s mission, grow as a specialist and help save millions more people money. This is an entry level role, so we don't expect you to have any previous experience in Due Diligence/Banking/Finance. Full training will be given to enable you to be successful in the role. If you are interested in starting your career in compliance, then this job role is perfect for you. You can read more about working as a Due Diligence Agent from our blog post here.

Your mission: 

The Due Diligence Agent is responsible for performing timely customer due diligence to complete the KYC process. You will be engaged in research and analysis and will use information supplied by external businesses and consumer customers, information already within the organisation, external vendor tools and their overall experience to effect due diligence controls on customers and counterparts of various characteristics.

The role as a Due Diligence Agent gives you the opportunity to:

• Perform Due Diligence on existing, new and/or potential customers based on risk mitigation controls and certain trigger events;
• Exercise discretion in setting priorities, identifying customer records that require further review and taking action to obtain and follow-up on the information and/or documentation requested;
• Ensure that information and documentation provided by customers, from external data sources and from your own reviews (e.g. websites and company registries) meet our requirements for verification;
• Perform searches utilising Internet sources and/or third-party vendors to obtain information on prospects and new/existing customers;
• Communicate with customers when required to handle escalated or complicated cases with strong customer empathy as well as clear communication of decisions and policies;
• Provide guidance and responses to daily inquiries from peers, front-line and management regarding due diligence matters and case analysis, when appropriate;
• Maintain basic understanding of AML/CFT Regulations and how these impact the business, as well as Wise products and Services;
• When warranted, be capable of drafting SAR narratives to report activity deemed unusual;
• Assess Risk level of referred profiles that may or may not meet the Risk criteria expected from escalations;
• Have a deep understanding of different business models, customer types, country risks and regulatory requirements across multiple geographies;
• Support Wise in internal and external audits and regulatory due diligence process related queries reviews;
• Escalate any suspicions and/or concerns to the AML and Fraud teams for review