Customer Operations Team Leader - AML Team

Our Customer Operations-AML team is responsible for all customer-facing elements of our anti-money laundering requirements. They provide the structure and support to keep the day-to-day operations of our AML team running smoothly as well as the analysis and planning to improve measures. They also provide line management and professional guidance to a group of Executives in their team, alongside ownership of workflow management and escalation across the whole team at specified times.

As a Team Leader in the AML team, you will be an expert in your team processes and be at the forefront of improvements and changes. You’ll manage this while keeping the customer experience at the front of your mind to ensure that customer onboarding is an exceptional experience for all customers. You’ll be a strong line manager, acting as a coach and conducting performance reviews along with weekly 1-1’s with AML Team Executives, focusing on improving their skills and overall performance.

You will also be able to step in and help out wherever needed throughout the day, and act as a duty coordinator with the support of other Team Leaders. You will work closely with other customer-facing teams to ensure that resources are fairly distributed for the best customer outcome that day.

The Team Leader role will require you to be in the loop with all company changes, roadmaps, and the delivery of targets and goals in the relevant mission teams. You will work closely with the senior management and other Team Leaders to provide structure and guidance to develop and maintain a high-performing department.

What you'll do

• Working closely with senior management, other Team Leaders, and our Compliance team to support the team daily, this role will be responsible for but not limited to the following:

• Team management:

• Ensure team processes prioritise accuracy, thoroughness, and outstanding customer support.

• Organise weekly 1-1’s with team members to discuss their progression and development according to current performance metrics. Metrics will include individual and team performance. You’ll report these metrics, and any others relevant to the team’s performance, to senior management in regular sessions.

• Monitor customer interactions and generate reports for the Compliance team

• Run coaching sessions with your team on AML best practices and customer service

• Daily management:

• Conduct morning huddles

• Be proficient in the daily tasks: Performing AML checks, direct debit changes, updating HMRC records, bank verifications, ID checking, processing bereavements, and assisting customers during the onboarding process

• Focus on queue management and delegate tasks across the team appropriately as Duty Coordinator

• Maintain professionalism “on the floor” and encourage team members to be focused and motivated

• Act as the initial point of escalation for customer queries, vulnerable customers, or AML issues.

• Expert knowledge:

• Understand where any niche AML-related issues and complaints should be escalated to our Compliance team and own the issue

• Identify issues from common customer queries, notice when things don’t look right, and plan improvements.

• Assist in all areas of AML when needed (training, hiring, content, Intercom messages, etc.)

• Change and Improvements:

• Facilitate the use of progression frameworks for the AML Team

• Continuously seek process improvements by leveraging industry trends and technologies

• Identify risks in our processes and develop contingency plans with the Operations and Compliance team.

• Managing and maintaining AML content, including training and learning materials

Our Customer Commitment

• Here at Moneybox, we're here to help our customers turn their money into something greater. That could be helping them to save for what matters, invest for their future or buy their first home.
• Whatever their reason for joining us, we guarantee a service that’s simple and reliable, that supports them in achieving their goals, and celebrates with them along the way.
• That’s why our commitment to customers is a priority and our customer-facing teams are dedicated to supporting each and every one of them throughout their Moneybox journey.

We RAISE the bar with our service....

Relationship:- We put customers first. We provide swift resolutions and always try to keep conversations with the same person. We celebrate our customers' wins and aim to provide an excellent standard of service.

Advocacy:- We listen to our customer’s and advocate for them at each step of their journey. We have established systems to share customer feedback, and likewise, act on their behalf during testing of new features.

Integrity:- We work honestly, fairly and with our customer's best interests in mind. Where possible, we provide extra support to those that may need it, especially in cases of accessibility or vulnerability.

Simplicity:- We are clear and simple. No complicated jargon, just straightforward conversations to make sure you fully understand our products and services.

Expert App Knowledge:- We provide the information to help customers achieve their goals. We encourage team learning and development to ensure our customer-facing teams are experts in the app, and their fields.

Who you are

• An enthusiastic, positive, and proactive leader with management experience
• Some AML/KYC experience is highly desirable
• A quick learner with an interest or relevant experience in an AML or Operational role
• Someone open to new challenges and open-minded with their solutions
• A natural people person, eager to lead a team and support them in reaching their full potential
• You work to encourage and promote diversity within the team and provide an open and transparent environment
• You’re a sharp organiser with the ability to see the big picture while managing the day-to-day workflow who can balance this while looking out for the best interests of the customer and team
• You’re communicative and able to argue for your ideas appropriately and professionally
• You value constructive feedback and can see it as a chance for improvement to improve your skills
• A great communicator, you’re able to clearly explain to customers what is needed of them, whilst providing a great Moneybox service

• You’re a mature, ambitious individual who’s looking to build their career at an exciting very fast-growing company

• #LI-CS1