Leading a team of up to 4 Client Onboarding Officers specializing in the onboarding and due diligence process, this role plays a critical part in driving value for Capital.com. The Client Onboarding team collaborates closely with various internal teams to ensure that all onboarding and due diligence procedures are streamlined and frictionless. The Team Leader will mentor and guide the team through compliance processes, ensuring smooth operations while maintaining a high standard of regulatory adherence.
In addition to day-to-day management, the role is responsible for supporting the strategic function of Customer Due Diligence through insights, data analysis, and team performance reporting. You will be expected to research, recommend, and implement improvements aimed at enhancing operational efficiencies, all while upholding the highest standards of client service and regulatory compliance.
Responsibilities:
- Lead and oversee the onboarding and client support activities conducted by the Client Onboarding Officers
- Conduct Quality Assurance Checks on the onboarding process, ensuring compliance and consistency
- Report on team performance and key performance indicators (KPIs) related to onboarding efficiency and compliance
- Mentor and coach team members to deliver excellent customer experiences
- Maintain reports on client complaints, issues, and resolution processes
- Train new team members on the onboarding process, including compliance with KYC, AML, and other regulations
- Develop and deliver internal training programs to continuously improve team capabilities
- Work closely with the compliance team to ensure adherence to all CySec and AML regulatory standards
- Collaborate with different departments within Capital.com to drive business-wide process improvements
- Conduct research and collaborate with both internal and external stakeholders to implement best practices
Requirements:
- Leadership Experience: Demonstrated experience in managing and coaching teams in a fast-paced, regulated environment
- Industry Knowledge: 3-5 years of experience in a similar role, preferably within Forex or financial services
- Quality Assurance Expertise: Strong ability to perform and manage quality checks on client onboarding processes, ensuring regulatory compliance
- Client Communication: Experience in directly supporting clients through the onboarding process, managing queries, and ensuring a seamless client experience
- Collaboration Skills: Proven ability to work effectively with cross-functional teams
- Attention to Detail: Strong organizational skills, with a focus on maintaining compliance and operational accuracy
- Problem-Solving Abilities: Skilled in identifying inefficiencies and implementing process improvements
- Technology Proficiency: Familiarity with onboarding platforms and tools such as EV (Electronic Verification), OCR (Optical Character Recognition), and Screening systems
- Regulatory Knowledge: Experience working within regulatory frameworks, including KYC, AML, and CySec
- CySec Certification: CySec Basic or Advanced, and AML exams are required
- Education: Bachelor’s degree in finance, business, or a related field is preferred
- Language Skills: Fluency in English is required
