We’re looking for an energetic and experienced KYC Operations Team Lead - SMA (Senior Management Approval) to join our growing team in Tallinn, Estonia. This role is a unique opportunity to develop a high performing team, while leveraging your knowledge and experience to help millions more potential customers save money by using Wise!

The Senior Management Approval team has a working understanding of inherent risks associated with complex business structures and activities, customer types, country risks and their respective mitigation measures. The investigation accommodates any legal, regulatory and operating requirements unique to specific business sectors or jurisdictions.

The Senior Management Approval Team Lead is a people lead with a mindset that allows them to build processes that put our customers first while being aware of the risks surrounding the industry, specific products, and requirements set to us by regulations and partners.

The primary purpose of this position is to lead a team of specialists who evaluate and assess high risk customers, mitigate risks associated with them, while ensuring compliance with the established AML/CFT regulations, policies and Wise’s risk appetite.

Job Responsibilities

Team Leadership
Lead by example and drive a customer focused mindset across your team. Promote a culture of ownership and accountability. Build high-performing teams that value knowledge sharing and continuous learning.
People management
Coach and develop a strong team of KYC Senior Analysts. Come up with initiatives to help your team to grow their skills, behaviours, and competencies. Design and manage development plans on identified opportunities. Conducts career map check-ins and makes recommendations for promotions, salary raises, and other decisions.
Operational management
Identify and propose opportunities for process improvements. Collaborate with central functions and other operational teams as needed to increase operational efficiency. Provide guidance and support on complex, high-risk cases and escalations, which may include acting as a direct point of contact for customers via email, phone, or video call during sensitive inquiries, interviews, or escalations.
Performance management
Measure team KPIs and ensure performance targets and quality standards are met while maintaining focus on customer experience. Conduct regular one on one coaching sessions, usually on a weekly or biweekly basis. Run team meetings to ensure that your team is kept up to date with the latest information, share best practices and enhance overall team spirit.
Expertise Sharing
Be a subject matter expert in your area with the ability to train and coach your team on operational topics. Maintain a good understanding of our regulatory obligations, internal policies, and applying a risk-based approach to deterring and preventing money laundering and financial crime. Able to perform deep dives, understand root causes of problematic cases and propose solutions to senior leadership.
Planning and execution
Ensure key performance indicators are being met and provide insights to other stakeholders. Take full accountability in delivering your own initiatives and making sure your team is making progress on their goals.
Stakeholder management and communication
Collaborate closely with your stakeholders ensuring clear communication and coordination of actions. You communicate mindfully and professionally while choosing the right formats and platforms to convey your message to a wider audience in a timely manner. Your initiatives and reports are well documented and it has a clear scope that includes potential impact in different areas.
Quality assurance and control
Implement and maintain a robust quality assurance framework for your team. Conduct regular checks and reviews of your team’s casework to ensure accuracy, consistency, and adherence to the highest standards of our policies and regulatory obligations. Provide targeted coaching and constructive feedback based on quality findings to drive continuous improvement. Analyse quality metrics to identify trends, address root causes of errors, and develop initiatives that enhance the team's overall performance and mitigate risk.

A minimum of 2+ years of experience in Operations (preferably in CDD/EDD/AML or Risk Assessment domain).
Excellent verbal and written English skills (additional language skills are a plus) with the ability to clearly articulate your thoughts.
Good understanding of the regulatory framework surrounding KYC/AML.
You are punctual, independent, proactive and willing to get things done.
You are a fast learner, willing to become a Subject Matter Expert for your team and support them in their problem solving.
You have excellent communication and interpersonal skills, strong organisational skills, great time management, and ability to work in a fast paced and high pressure environment.
Ability to multi-task and take responsibility in challenging situations;
You are capable of identifying gaps in policies and processes and providing detailed feedback, including examples when possible, through the established communication channels.
Proven track record of taking individual ownership and responsibilities as well as being a great team-player
Ability to analyze and move the team's metrics.

Nice to have:

Education: Bachelor’s degree in Finance, Business Administration, Law, or related field.
Certifications: ICA, CAMS, or equivalent certification (EDD/AML focused).
1-2 years experience in KYC/AML, financial crime, compliance, or a related field within the financial services industry.
1-2 years experience of leading small to medium sized teams.
Ability to use analytics tools like, looker, superset, or other.

About this role

Job level: 4
Salary range: 2,650 - 2,925 EUR gross/month
Stock: to be reviewed at offer

Hiring process:

Application review (including your cover letter answers)
Screening call with the Recruitment team
First interview with two SMA Team Leads
Final interview the SMA Senior Lead and an SMA Team Lead

How to Apply & Application Questions

If you're interested in the position, please apply by submitting both your CV and answers to the following questions in your Cover Letter:

As a Team Lead your main responsibilities include: guaranteeing that your team is performing, supporting your team members' development and ensuring your team’s wellbeing while at the same time working on team lead projects.

Articulate your approach to establishing goals and assessing team performance, ensuring KPIs are aligned with organizational objectives and promote both team effectiveness and personal growth. How do you develop and measure these metrics?
How do you plan to manage both running projects independently and ensuring that you're available to your team when they need you?
What strategies will you use to improve team morale and encourage collaboration, creating a supportive work environment that enhances both the team's well-being and operational efficiency?
Describe your experience with project management. Provide 1-2 examples of initiatives you have initiated, driven, and/or managed. Detail the steps you took to manage each project, track its progress, and ensure its successful completion.

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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