Job Description

Our Due Diligence team is looking for a Team Lead in Kuala Lumpur, Malaysia. This role is a unique opportunity to have an impact on Wise\'s mission, develop a high performing verification team and help save millions more people money. Your mission: Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world\'s first platform to offer true multi-currency banking. Your mission will be to develop a high performing verification team, to learn more about the compliance world, to improve the sometimes frustrating verification process for our customers, and to help millions more potential customers save money by using Wise!

The role as a Due Diligence Team Lead gives you the opportunity to:

• Develop a strong verification team and support agents on their personal growth path by scheduling, interviewing, hiring, organising team events.
• Help team members to understand their role in the mission through coaching, challenge or mediating debates, manage team\'s resources and their relevant skills.
• Build connections between team members as well as cross-team and facilitate collaboration. Identify new collaboration needs on the team level.
• Owner of the team\'s entertainment budget. Keeping it up to date, syncing it with the rest of the leads in the group + Senior Leads.
• Help the team develop and measure KPIs for success while planning team capacity and focusing on customer experience.
• Increase the efficiency of the verification team while balancing the health and productivity of your agents.
• Develop effective operational processes, task allocation, training and performance management to deliver a great customer experience with a tightly managed cost base.
• Be accountable for quality assurance of verification performed, making decisions within our policy framework, and working with compliance to evolve both our policies and processes.
• Manage the trainings of the team on our regulatory obligations, how our policies fulfil them and our risk-based approach to deterring and preventing money laundering and financial crime.
• Communicate with customers as required to handle escalated or complicated cases with strong customer empathy as well as clear communication of recommendations and policies.
• Work with product teams, customer operations, and across compliance to manage operational impact of changes and drive initiatives to improve the customer experience, increase automation or improve operational efficiencies.
• Represent the policies, processes, and auditable verification work to regulators and auditors.

As the Due Diligence Team Lead you should have the following skills:

• Your verbal and written English skills are excellent, any additional language skills are a plus
• You have strong administrative skill and extremely organised, with familiarity in navigating administrative systems
• You have a good understanding of the regulatory framework surrounding customer verification and familiarity with reading legal and regulatory documents, preferably from a market that Wise currently operates in
• You\'re a great communicator with strong presentation skills and can assist internal and external projects and audits, and you\'re comfortable and calm when either giving or receiving feedback
• You have the ability to analyse and move team\'s metrics and KPIs, and forecast resources for effective planning
• You have a proven track record of taking ownership over your duties taking charge in different situations, and passionate about developing your team
• You have previous work experience in the financial sector or similar (eg. relevant regulatory landscape)
• You\'re a team-builder. Furthermore, you\'re not hidden in a corner office somewhere, but rather work among your teams - You are hands-on! Developing your team, and ensuring that we\'re delivering on the business needs by guaranteeing that our procedures and processes are continuously improved, simplified and aligned clearly at all levels.
• Build and maintain strong relationships with internal stakeholders from an array of different teams.
• You lead a team by being a role model to others, demonstrating commitment and vision of challenging goals and objectives.
• You welcome new members to your team, and you set them up for success by following, mentoring and coaching them in their growth path

Hiring process:

• Application review (including reviewing your cover letter answers)
• 1st interview with two Team Leads
• Final interview with 2 senior/Area Leads

If this sounds like a great new challenge for you, please apply by submitting your CV and cover letter in English (answering the questions below).

In your Cover Letter please answer the following questions:

• What are your expectations for this role?
• How do you make sure that your team has a healthy team culture?
• How would you handle a conflict arising from cultural and personality differences within the team?
• Our team receives on average 2000 emails per week, but processes 1800 emails weekly. Additionally, the team has a backlog of 500 emails that is carried over from week to week. What are your plans to come out of this backlog trend on a short term basis and to avoid it altogether in the long term?

We\'re people without borders \xe2\x80\x94 without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you\'re passionate about learning new things and keen to join our mission, you\'ll fit right in. Also, where and what you studied isn\'t important to us. If you\'ve got great experience, the right skills for the role and you\'re great at articulating your thinking, we\'d like to hear from you.
If you want to find out more about what it\'s like to work at Wise visit Wise.Jobs. Keep up to date with life at Wise by following us on LinkedIn and Instagram.