Job Description

Our client is a global organization operating within the financial services and trading industry, providing individuals with access to a wide range of financial markets, including equities, commodities, and foreign exchange.

With over two decades of experience, the company has built a strong international presence, serving a diverse customer base across multiple regions. It operates through a portfolio of established brands and continues to expand its global footprint.

The organization focuses on delivering innovative products, user-friendly platforms, and efficient operational processes to support clients in navigating financial markets. With offices across multiple international locations, it offers a dynamic and collaborative working environment with opportunities for professional growth.

As a Team Lead, Customer Operations, you will play a critical role in ensuring the smooth onboarding of new clients while continuously enhancing processes to improve the overall client experience. You will also oversee deposit and withdrawal processing, ensuring efficiency, accuracy, and compliance.

You will work closely with senior operations leadership and collaborate with cross-functional teams to streamline onboarding and payment processes, while supporting compliance, risk management, and operational excellence initiatives.

Key Responsibilities

• Team Leadership: Lead a blended team of onboarding and processing officers, ensuring performance standards are met and contributing to the overall success of client back-office operations.
• Collaboration: Work closely with back-office teams and stakeholders across payments, processing, and operational support functions.
• Onboarding Process Enhancement: Identify areas for improvement in onboarding workflows and implement enhancements to increase efficiency and improve client experience.
• Compliance & Risk Management: Partner with compliance teams to support risk management processes and ensure adherence to internal policies and regulatory requirements.
• KYC & Screening: Oversee ongoing screening processes to ensure timely completion and alignment with policies. Support the development and execution of KYC frameworks.
• Payments Processing & Investigations: Oversee manual deposits and withdrawals, including payment-related investigations and fraud prevention activities.
• Team Development: Support team growth through coaching, mentoring, and knowledge sharing.
• Performance Management: Provide regular feedback, monitor KPIs, and support performance improvement initiatives where required.
• Reporting & Communication: Prepare and present monthly and quarterly KPI reports, ensuring clear communication of progress, challenges, and outcomes.
• Operational Efficiency: Support shift planning and maintain contingency plans to ensure business continuity.
• Project Management: Lead or contribute to operational projects, acting as a change champion to support successful implementation.
• Change Management: Ensure effective communication and adoption of process changes within the team.

Qualifications

• Bachelor’s degree in Economics, Accounting, Finance, IT, Project Management, or a related field.
• 3–5 years of experience in client onboarding (KYC) and/or processing operations, with demonstrated progression into a leadership or supervisory role.
• Experience in onboarding and/or payments processing within financial services, ideally in trading or brokerage environments.
• Strong communication skills, with the ability to collaborate effectively across teams.
• High attention to detail and strong analytical thinking, with the ability to manage multiple priorities.
• Proven leadership capability with experience managing team performance and KPIs.
• Proficiency in MS Office tools, particularly Excel, with strong reporting and data handling skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Understanding of compliance and risk management processes within financial services is preferred.
• Proactive and solutions-oriented approach to problem-solving and continuous improvement.