Commercial KYC Onboarding and Quality Control Manager

Manager Payments Onboarding Quality Assurance
The quality control manager is responsible for overseeing a team of quality assurance analysts and specialist who are focused on first line know your customer (KYC) and know your business (KYB) account opening and fulfillment quality assurance checks for commercial onboarding, account opening and fulfillment tasks. The manager ensures that all processes and procedures as well as regulations related to KYC/KYB are followed accurately and efficiently, identifying any quality trends, discrepancies or issues in the documentation provided.   Position Responsibilities:   Customer and Business Partnership

• Develop and maintain strong relationships with internal stakeholders and cross-functional teams, including account opening teams, compliance, and risk management departments to integrate processes, align goals and drive synergy for a unified customer experience.
• Collaborate with business partners to ensure KYC/KYB requirements are met effectively and efficiently.
• Act as a point of contact for customer inquiries and complaints related to KYC/KYB compliance p Conduct regular qualitative audits of account opening, TM implementations, and service functions to rectify discrepancies.
• Provide guidance and support to account opening teams to enhance the customer experience while maintaining compliance standards.
• Use data and key metrics to analyze onboarding, account opening and fulfillment improvements that address pain points, bottlenecks and enhance the overall customer and colleague experience.
• Establish key performance indicators (KPIs) to measure quality, customer satisfaction, and revenue generation, setting targets to drive continuous improvement and business success.
• Simplify business interactions, reduce duplicative work and data entry, and promote end-to-end thinking that extends to colleagues and clients.
• Monitor market trends, competitor offerings, and industry best practices to stay ahead of the curve, identify opportunities for product differentiation, and drive sustainable growth and competitive advantage.

Operational Execution

• Oversee the daily operations of the KYC/KYB quality assurance team, ensuring tasks are completed accurately and in a timely manner.
• Ensure all customer complaints are properly escalated, recorded, and provide more visibility to partners and clients.
• Ensure accuracy and timeliness in set up, fulfillment and servicing of treasury payments, adhering to established procedures and protocols to minimize errors and maintain operational efficiency.
• Develop and implement standardized procedures for conducting quality assurance checks on account opening tasks.
• Monitor key performance indicators related to KYC/KYB compliance and provide regular reports to management on team performance.
• Identify operational inefficiencies and implement process improvements to enhance overall efficiency and effectiveness.
• Implement robust quality control processes to verify the accuracy of processes, identify discrepancies, and take corrective actions promptly to uphold service quality standards.

Risk Ownership

• Oversee the daily operations of the KYC/KYB quality assurance team, ensuring tasks are completed accurately and in a timely manner.
• Develop and implement standardized procedures for conducting quality assurance checks on account opening and fulfillment tasks.
• Monitor key performance indicators related to KYC/KYB compliance and provide regular reports to management on team performance.
• Identify operational inefficiencies and implement process improvements to enhance overall efficiency and effectiveness.
• Document and/or update end-to-end risk and controls, conduct robust risk assessments, and identify mitigation strategies.
• Develop/enhance business models that support risk policy and procedures, transition to proactive strategies, and ensure quality in all functions.
• Conduct regular qualitative audits of account opening, TM implementations, and service functions to rectify discrepancies.
• Adhere to policies and procedures to prevent errors, ensure successful audit results, and participate in compliance and risk control monitoring protocols.
• Continuously share risk and fraud expectations, track team metrics, and complete a stop/start/continue/transfer analysis for clear function placement.
• Implement standardized quality control processes, define and track Key Risk Indicators (KRIs), and create Scorecards.
• Put a monthly review cadence in place for incidents, complaints, and other metrics to drive conversations for better process efficiency.
• Meet regularly with Payments risk team to review findings, evaluate risks, a