Team Leader - Onboarding & Due Diligence (Poland / Remote)

ZEN.COM is a smart financial app designed for everyday life, making payments, online shopping, and personal finance management fast, secure, and effortless. It offers features such as cashback on purchases, full spending control, purchase protection, and a built-in multi-currency account with great exchange rates and no hidden fees.

• Minimum 4–6 years experience in AML/KYC/KYB compliance, financial crime prevention, or merchant underwriting in FinTech or banking.
• At least 1–2 years in a supervisory, team lead, or coordinator role.
• Proven operational management skills including queue management, workload allocation, shift scheduling, and SLA/KPI monitoring.
• Deep practical knowledge of end-to-end KYC/KYB and AML/CTF processes, corporate structures, high-risk customer verification, and reviews.
• Strong understanding of credit/operational risk underwriting, risk appetite frameworks, and senior-level sign-off protocols.
• Practical knowledge of global AML/CTF regulations; experience with audits, regulatory reviews, and 2LoD interaction.
• Experience in workflow automation, collaboration with Product/Tech teams, and drafting operational procedures.
• Ability to coach, performance-manage, and develop Analysts with structured 1:1s and onboarding programs.
• Sharp analytical skills and decisiveness acting as a senior escalation point for complex or urgent cases.
• Excellent verbal and written communication skills for collaboration across teams and stakeholders.
• Strong problem-solving skills with ability to run efficient daily stand-ups and adapt resource allocations.

• Supervise and coordinate day-to-day operations of the Customer Onboarding Team, ensuring SLA and quality targets are met, focusing on Periodic Review and Underwriting.
• Organise team shifts and allocate workloads to ensure coverage and SLA compliance.
• Monitor incoming queues and assign cases based on priorities and team capacity.
• Conduct regular stand-up meetings to set priorities, remove blockers, and share updates.
• Act as the primary operational escalation point for Team Lead and Analysts on complex or high-risk cases.
• Review and sign off on escalated case decisions exceeding Team Lead authority; act as senior approver for high-risk cases.
• Coach, develop, and performance-manage Analysts through 1:1s and calibration sessions.
• Oversee onboarding and integration of new team members.
• Conduct AML/KYC/KYB due diligence for complex customer types across jurisdictions.
• Advise on risk appetite and assessment; develop documentation to improve AML/CTF and KYC/KYB areas.
• Ensure onboarding and risk assessment procedures are maintained and updated.
• Ensure appropriate escalation paths and communication with internal departments and senior management.
• Represent the Onboarding function at governance forums, audits, and regulatory reviews.
• Collaborate with SME/Procedure Expert on procedure updates and process improvements.
• Coordinate with 2LoD Risk and Compliance on complex cases and policy updates.
• Collaborate with product and technology teams to optimize workflows and increase automation.
• Deputise for the Customer Onboarding and ODD Manager when required.
• Participate in and lead additional projects and ad hoc tasks as directed by the Head.