KYC (Know Your Customer) Team Lead

Get to know the Role:

A KYC Team Lead plays an essential part in Grab Financial group. He/She is expected to lead a team of risk ops analysts. He/She needs to ensure key KPIs are delivered on time and team morale/coherence are well maintained. He/She needs to participate and be involved in ongoing development and new processes. A KYC Team Lead needs to have proficiency in his or her subject; the proficiency that generally comes from experience, ability to learn fast, transfer of knowledge to others, willingness to accept new responsibilities, multitask and good work ethics.

The day-to-day activities:

• Set clear team goals
• Set tasks and deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Discover training needs and provide coaching
• Recognize high performance and reward accomplishments
• Ensure service levels target for the team is met.
• Ensure customer metrics target for the team is met.
• Coordinate with internal and external customers as necessary
• Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance
• Assure that the team addresses all relevant issues within our grab standard policy
• Ensure our team cost to serve is within budget
• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
• Ensure employee engagement scores is met.
• Provide the team with a vision of the project objectives
• Motivate and inspire team members
• Lead by setting a good example (role model)
• Coach and help develop team members
• Facilitate problem solving and collaboration
• Strive for team consensus and win-win agreements
• Ensure discussions and decisions lead toward closure
• Maintain healthy group dynamics
• Intervene when necessary to aid the group in resolving issues
• Assure that the team members have the necessary education and training to effectively participate on the team
• Encourage creativity, risk-taking, and constant improvement
• Recognize and celebrate team and team member accomplishments and exceptional performance

The must haves:

• Degree & some exposure in managing teams.
• Good PC skills, especially MS Excel
• Excellent written and verbal communication skills. (English, Tagalog & Bisaya)
• In-depth knowledge of performance metrics
• Excellent communication and leadership skills
• Organizational and time-management skills
• Decision-making skills
• Possibility to work on weekends (flexible schedule)
• Be detail and quality oriented as well as have strong analytical and problem solving skills.
• Possess excellent verbal and written communication skills.
• Be able to think outside the box and make balanced and unbiased decisions based on all available information.
• Make balanced and unbiased decisions.
• Demonstrate a strong customer service orientation as well as conflict management skills and the ability to deliver difficult messages in the best way possible.
• Ability to demonstrate composure and a high degree of professionalism when in high pressure situations.