Job Description
OVERALL PURPOSE:
This is for an experienced Team Lead to manage a team of KYC analysts. The successful candidate will own day-to-day delivery, analyst performance, and quality outcomes for their pod, while serving as the first line of escalation of operational issues.
RESPONSIBILITIES:
Manage a team of KYC analysts; own pod-level SLA, quality, productivity, and adherence metrics.
Allocate work, manage queues, and rebalance capacity to meet daily and weekly volume commitments.
Conduct first-line review and approval of complex or high-risk cases requiring TL sign-off.
Run daily huddles and weekly 1:1s; deliver coaching anchored in scorecard data and QC feedback.
Drive analyst ramp-up; track performance tiers and intervene early on at-risk performers.
Partner with QC to close the loop on defect trends — coaching, retraining, or escalation to SOP owners.
Own attendance, shrinkage, and adherence; document capacity issues and protect team metrics with a defensible paper trail.
Manage attrition risk through engagement, recognition, and early identification of disengagement signals.
Escalate operational risks (volume spikes, tool outages, SOP ambiguity, capacity constraints) to the Delivery Lead with clear data and recommended actions.
Support WBR preparation by providing accurate pod-level performance narratives and root cause commentary.
Onboard new hires; coordinate with Training to close knowledge gaps surfaced during ramp.
SKILL AND QUALIFICATIONS:
KYC Team Lead
3 to 5 years of KYC relevant experience
3 years of supervisory experience
OTHERS:
Project Shift Schedule: Night Shift
Project Rest Day: Weekends Off
Project/Team Location: Taguig Uptown Bonifacio Tower 3
Work Set up: Full onsite
