Customer Operations - AML Team Leader

We’re seeking an experienced and motivated Team Leader to join our Customer Operations AML team. In this role, you'll manage a team of specialists focused on our customer onboarding journey, Know Your Business (KYB) checks, including overseeing account openings and due diligence processes for the Moneybox Business Saver. While the team continues to grow, you’ll also play a hands-on role in processing AML checks for our Business Saver applications. Your time will be split evenly between Team Leader responsibilities and operational AML support.
Our Customer Operations Anti-Money Laundering (AML) team is responsible for all customer-facing elements of our anti-money laundering requirements. Team Leaders provide the structure and support to keep the day-to-day operations of our AML team running smoothly as well as the analysis and planning to improve measures. They provide line management and professional guidance to a small group of Executives in their team, alongside ownership of workflow management and escalation across the whole team at specified times. 
As a Team Leader in the AML team, you will be an expert in the processes your team undertakes, as well as being at the forefront of improvements or new measures. You’ll manage this while keeping the customer experience at the forefront of your mind to ensure that customer onboarding is an exceptional experience for all customers. You’ll be a strong line manager; you will act as a coach and conduct performance reviews along with weekly 1-1’s with AML Team Executives, focusing on improving their skills and overall performance. You will also be able to step in and help out wherever needed throughout the day, and act as a duty coordinator with the support of other Team Leaders. You will work closely across other customer-facing teams in order to ensure that resources are fairly distributed for the best customer outcome that day.
The role will require you to be in the loop with all company changes, roadmaps and the delivery of targets and goals in the relevant mission teams. You will work closely with the leadership team to provide structure and guidance to develop and maintain a high-performing team.

What you'll do

• Working closely with the Managers, other Team Leaders, and our Compliance team to support the team daily, this role will be responsible for but not limited to the following:

Team management:
• Own and monitor all processes undergone by your team to ensure that accuracy and thoroughness remain a key priority, alongside exceptional customer support.
• Provide continuous support to team members by organising weekly one-on-ones to discuss their progress, set development goals, and review performance metrics.
• Offer guidance, feedback, and resources to help them achieve their objectives and enhance their skills.
• Monitor customer interactions and generate reports for the Compliance team.
• Conduct coaching sessions with your team focused on AML best practices and customer service excellence

Daily management:
• Conduct daily morning huddles.
• Be proficient in the daily tasks: Performing KYB checks, bank account updates, bank verifications, ID checking, and assisting customers during the onboarding process.
• Focus on queue management and delegate tasks across the team appropriately as Duty Coordinator.
• Maintain professionalism “on the floor” and encourage team members to be focused and motivated.
• Act as the initial point of escalation for customer queries or KYB issues.
• Report performance metrics and other relevant information to the Senior Managers regularly.

Operational AML support:
• Assist the team in completing AML checks for customers applying to open a Moneybox Business Saver.

Expert knowledge:
• Take ownership and have oversight on niche KYB issues, escalating to our Compliance team when required.
• Identify issues from common customer queries, notice when things don’t look right, and make plans for improvements.
• Assist in all areas of KYB when needed (training, content, intercom messages, etc.)
• Handle escalated issues, including resolving customer complaints and providing specialised support for vulnerable customers, ensuring timely and effective resolutions to maintain customer satisfaction and uphold Consumer Duty.

Change and Improvements:
• Proactively seeks opportunities to review and enhance current processes.
• Collaborate with Compliance and Product teams to create or improve best practice guides, aiming to streamline KYB processes in a customer-friendly, safe, and commercially viable mannerIdentify risks in our processes and develop contingency plans with the Operations and Compliance team

Our Customer Commitment

• Here at Moneybox, we’re here to help our customers turn their money into something greater. That could be helping them to save for what matters, invest for their future or buy their first home.
• Whatever their reason for joining us, we guarantee a service that’s simple and reliable, that supports them in achieving their goals, and celebrates with them along the way.
• That’s why our commitment to customers is a priority and our customer-facing teams are dedicated to supporting each and every one of them throughout their Moneybox journey.

Relationship:
• We put customers first. We provide swift resolutions and always try to keep conversations with the same person. We celebrate our customers’ wins and aim to provide an excellent standard of service.
• We RAISE the bar with our service….

Advocacy:
• We listen to our customer’s and advocate for them at each step of their journey. We have established systems to share customer feedback, and likewise, act on their behalf during testing of new features.

Integrity:
• We work honestly, fairly and with our customer’s best interests in mind. Where possible, we provide extra support to those that may need it, especially in cases of accessibility or vulnerability.

Simplicity:
• We are clear and simple. No complicated jargon, just straightforward conversations to make sure you fully understand our products and services.

Expert App Knowledge:
• We provide the information to help customers achieve their goals. We encourage team learning and development to ensure our customer-facing teams are experts in the app, and their fields.

Who you are

• A quick learner with an interest or relevant experience in an AML or Operational role
• Some front/first-line AML/KYC/KYB experience is desirable
• An enthusiastic, positive, and proactive leader with minimum 1 year of management experience 
• Someone open to new challenges and open-minded
• A natural people person, eager to lead a team and support them in reaching their full potential
• You work to encourage and promote diversity within the team and champion an open and transparent environment
• You’re a sharp organiser with the ability to see the big picture while managing the day-to-day workflow while balancing this in the best interests of the customer and your team
• You’re able to argue for your ideas appropriately and professionally
• You value constructive feedback and can see it as a chance for improvement to improve your skills
• A great communicator, you’re able to clearly explain to customers what is needed of them, whilst providing a great Moneybox service
• You’re a mature, ambitious individual who’s looking to build their career at an exciting fast-growing company

What’s in it for you?

• Opportunity to join a fast-growing, award-winning and super ambitious startup
• Work with a friendly team of highly motivated individuals
• Be in an environment where you are listened to and can actually have an impact
• Thriving collaborative and inclusive company culture
• Competitive remuneration package
• Opportunity to attend industry conferences and events
• Gympass subscription
• Private medical insurance
• Personal L&D allowance
• 25 days holiday + bank holidays

Working days

• Five days per week, including weekend days in a rotational system. 
• Shifts are 9 am – 5:30 pm. Additional overtime hours are also available. 
• This role can be fully remote within the UK or hybrid (2 days in the London office per week)

Visa Sponsorship:At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.
Working Policy:We have a hybrid policy that includes 2 days from our London office and 3 from home. If the role states it is either hybrid or remote candidates must be based within the UK. 
Please read before you apply!By sending us your application you acknowledge and agree to Moneybox using your personal data as described below. We collect applicants’ personal data to manage our recruitment related activities. Consequently, we may use your personal data to evaluate your application, to select and shortlist applicants, to set up and conduct interviews and tests, to evaluate and assess the results, and as is otherwise needed in the recruitment process generally.
We do not share your personal data with unauthorised third parties. However, we may, if necessary, share your personal data to carefully selected third parties acting on our behalf. This may include transfers to servers and databases outside the country where you provided us with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America.
Please note if offered a position, the offer is conditional and subject to the receipt of satisfactory pre-employment checks which we will conduct such as criminal record and adverse credit history checks.  As a regulated financial business, an adverse financial history could impact your suitability for the role. If you are aware of anything that could affect your suitability for the role, please let us know in advance.
If you are unsuccessful in your application, we may keep your details on file so that we can tell you about other suitable vacancies which may be of interest to you when they arise in the future. If you would rather we did not keep your details on file, you can contact us at email: DPO@moneyboxapp.com
Your application will be subject to criminal record and adverse credit history checks (such as CCJs, IVAs and bankruptcy). As a regulated financial business, an adverse financial history could impact your suitability for the role. If you are aware of anything that could affect your suitability for the role, please let us know.