Work set-up: Onsite
Schedule: Shifting
Location: Open to relocate in Vietnam
Overview:
This role supports a global FinCrime operations program for an ecommerce and social commerce environment. The operating model covers Transaction Monitoring, KYC/KYB, Sanctions, Enhanced Due Diligence, and regulatory reporting activities across a three-tier alert lifecycle.
The team is transitioning from primarily manual reviews to an AI-augmented model. Low-risk reviews will increasingly be automated, and the remaining AI Delta will require human reviewers to validate AI-generated outputs for accuracy, completeness, evidence quality, and risk appropriateness.
Because manual work will focus on higher-complexity exceptions, all roles require strong English reading comprehension, clear written English, structured case-note writing, and the ability to produce audit-ready narratives.
Responsibilities:
Lead analysts handling KYC/KYB data confirming, data screening, document review, L2 investigations, and L3 EDD/Sanctions support. The Team Lead is accountable for production control, quality, escalation discipline, and consistent customer-risk assessment.
Key Responsibilities
- Oversee KYC/KYB alert and case queues across L1 triage, L2 investigation, and L3 EDD support.
- Ensure analysts correctly review legal identity, business activity, ownership, controllers, connected parties, adverse media, PEP, sanctions, source of funds, source of wealth, and expected activity.
- Review escalations involving missing documents, refusal to provide information, high-risk ownership, adverse media, PEP with negative news, sanctions-related issues, and unresolved risk indicators.
- Coordinate with Sanctions teams to ensure KYC/KYB risk ratings reflect ownership/control exposure, connected-party screening, and sanctions-adjacent concerns.
- Monitor 2-business-day KYC/KYB activities and 14-business-day EDD investigations, ensuring timely handoffs and defensible narratives.
- Ensure case documentation is complete, evidence-backed, and ready for downstream EDD, sanctions, or compliance review.
People, Queue and Quality Management
- Manage daily queue allocation, capacity planning, aging, SLA risk, attendance, productivity, and quality outcomes.
- Coach analysts on case judgment, evidence standards, written English, escalation quality, and AI-output validation.
- Conduct huddles, calibration sessions, knowledge checks, refresher training, and targeted feedback based on QA defects.
- Review high-risk or aged cases, unblock escalations, and ensure timely handoffs across L1, L2, L3, QA, and compliance stakeholders.
- Track process performance, identify root causes for misses, drive corrective actions, and report risks early.
- Maintain process discipline, confidentiality, logical separation, and adherence to client playbooks and quality standards.
Key Skills and Experience
- Strong command of written and spoken English, with ability to review and improve analyst narratives.
- Strong process-control mindset with experience managing SLAs, AHT, backlog, productivity, and quality metrics.
- Strong risk-based decision-making, with ability to balance policy requirements, source evidence, and operational urgency.
- Ability to interpret QA trends, coach to policy, handle ambiguity, and escalate material process risks.
- Comfort working in an AI-augmented operations model where analysts validate AI outputs rather than simply process low-risk cases.
Tools, Certifications and Domain Exposure
- Experience leading financial crime teams in BPO, fintech, ecommerce, banking, payments, or digital platform environments.
- CAMS, CFE, CGSS, or equivalent certification is preferred.
- Ecommerce exposure or experience is preferred, especially in marketplace, social commerce, digital platform, fintech, payments, or online seller-risk environments.
Work Model, Shifts and Floor Protocols
- This is a complete work-from-office role. Work from home and hybrid working arrangements are not applicable for this project.
- The process operates 24/7 and requires rotational shifts, including rotational night shifts based on business and client requirements.
- Weekend coverage is required based on rostered shifts; weekly offs will be scheduled on weekdays when weekend coverage is assigned.
- As this is a new project, training will be conducted during night shifts for the first couple of months.
- The team may continue working night shifts during the first few months after training to support go-live stability, SLA adherence, and operational readiness.
- All work will be performed inside a clean room / ODC environment with controlled access.
- No electronic devices will be permitted inside the operations floor, including personal mobile phones, smart watches, storage devices, cameras, or other
Qualifications:
- Enjoy working in a high-growth setting and have thrived in that dynamic environment
- Creative problem solver with a lean process mindset to drive continuous process improvement
- Apply a customer-centric mindset to the team's day to day workflow
- Experience with leading and developing team members to drive organizational impact
- Excellent verbal and written communication skills
- Experience with Salesforce.com, HubsSpot and NetSuite is a plus
- 4 to 6 years of experience in KYC/KYB, CDD, EDD, onboarding, periodic review, or related financial crime operations, including hands-on case review experience and people/process leadership exposure.
