KYC/KYB Operations Lead

About the team

We are hiring a strategic and execution-driven KYC/KYB Operations Lead to lead our customer due diligence and document verification functions across both retail and business segments. This role is critical in ensuring compliant, efficient, and customer-centric onboarding experiences, particularly for credit-related products. The ideal candidate will thrive in ambiguous environments, coach future-ready leaders, and drive strong KPI execution in line with broader operational OKRs.

What you'll do

Strategic Leadership

• Set the vision and execution plan for KYC/KYB operations, aligning departmental goals with organizational OKRs (e.g., SLA adherence, quality rates, cost efficiency).
• Operate effectively in fast-changing, ambiguous environments by translating high-level goals into structured execution roadmaps.
• Represent KYC/KYB in audits, regulatory inspections, and risk committee discussions.

 

End-to-End KYC/KYB & Document Verification

• Oversee the full spectrum of customer due diligence, including onboarding, ongoing due diligence, periodic reviews, and remediation.
• Lead document verification teams responsible for reviewing and validating income and identity documents for credit product applications (e.g., salary slips, bank statements, EPF, EA forms).
• Ensure processes are structured to detect fraudulent or tampered documents, in line with internal credit risk policies and compliance expectations.
• Collaborate with Credit Risk and Product teams to refine eligibility criteria, verification standards, and escalation pathways.

 

Operational Design & Governance

• Design and execute department-wide KPIs and SLAs across KYC, KYB, and document verification teams, including governance cadences and root cause frameworks.
• Drive system upgrades, automation initiatives, and workflow redesigns to handle scale with accuracy.
• Maintain clear documentation, playbooks, and audit trails to support both efficiency and compliance needs.

 

Team Management & Development

• Manage and mentor a growing team of managers, team leads, and frontline analysts across multiple workflows.
• Build a strong bench of future leaders by embedding a culture of ownership, structured thinking, and independent decision-making.
• Partner with QA, Training, and Process Improvement teams to maintain high performance standards and continuous development.

 

Risk & Compliance Collaboration

• Ensure all KYC/KYB/document processes adhere to AML/CFT laws, BNM/PayNet guidelines, and internal compliance frameworks.
• Work cross-functionally with Compliance, Fraud, Tech, and Legal to manage high-risk cases, enhance risk scoring, and improve detection of suspicious activity.

Requirements

• Bachelor’s degree in Business, Finance, Law, or a related field; CAMS or other AML certifications are an advantage.
• 8+ years of experience in financial services, with proven leadership in KYC/KYB, document verification, or credit operations.
• Strong knowledge of AML/CFT requirements and experience working with onboarding or verification for regulated credit products.
• Demonstrated ability to work through ambiguity and design operational processes from scratch.
• Experience in setting KPIs, managing SLAs, and leading hybrid teams (in-house and BPO).
• Familiarity with digital onboarding tools, OCR solutions, case management platforms, and fraud detection systems.