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. Job Description 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.
