Supervisor, Know-Your-Customer Operations – San Jose, Costa Rica
Are you always looking for new and better ways to combat financial crime? Are you ready to play a vital role in building the workforce for a global business that is redefining the financial services sector. We are looking for a leader for one of the KYC Operations teams who will manage daily team operations to make sure the team is achieving high productivity levels.
A Supervisor who ensures smooth execution of customer due diligence processes (CDD) of new and existing customers and effective adherence with our global policies including Anti-Money Laundering and financial crime policies and all processing requirements. In addition, the person in this role will act as a point of reference for escalated inquiries and liaisons with both internal and external stakeholders to ensure that all raised scenarios will be brought to a resolution. KYC Operations Supervisor is accountable for leading, developing and motivating the team to deliver consistent high performance and a seamless Customer Experience. This may include both on-site and remote team management.
You will be responsible for:
- Managing daily workflows and ensuring service level agreements (SLAs) are met.
- Company aligned goal setting and delivery with the team.
- Ensuring team members adhere to Quality Assurance (QA) standards.
- Evaluating performance and providing feedback to direct employees.
- Ensuring procedural updates are reflected in internal team documentation.
- Speaking with internal and external business stakeholders on escalations and time sensitive requests.
- Helping to resolve employee issues, escalations, and disputes.
- Identifying and applying career advancement opportunities for the team.
- Open and timely reporting to senior management.
- Fostering improvements internally and representing the team in projects across the organization.
- Having regular meetings with internal stakeholders to discuss team performance and identify areas of improvement.
- Initiate, lead and/or participate in process improvement initiatives.
You should apply if you have
- 2+ years of relevant experience in complex retail/consumer financial services/payment services organizations with multiple financial products, be familiar with AML Compliance principles, and have people management experience.
- KYC experience/knowledge is a must
- Education degree
- Ability to multi-task, work accurately and independently.
- Proven ability to work cross functionally.
- Proven ability to maintain a high level of confidentiality.
- Fluency in English – both verbal and business writing skills.
- Proficient computing skills with all common office programs (MS Excel, Word, Outlook).
- Excellent interpersonal, customer service and communication skills.
- Demonstrated strong work ethic.
- Strong time management and organizational skills.
- Problem-solving and decision-making skills.
- Previous experience as a supervisor or exposure to such responsibilities is a must.
- Previous experience and knowledge of customer due diligence or enhanced due diligence policies and processes is desirable.
- Previous experience of process improvement and waste elimination is also desirable.
About Convera
Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs.
Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.
As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.
We offer an abundance of competitive perks and benefits including:
- Market competitive salary.
- Great career growth and development opportunities in a global organization.
- A flexible approach to work and a hybrid schedule with 2-3 days in office.
- Generous insurance (health, disability, life).
- Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
- Paid volunteering opportunities (5 days per year).
- 3:30-10:30pm Sunday to Thursday, we require flexibility when needed.
There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.
