AML/KYC Team Lead: Coaching & Compliance Impact

Ubiquity; Quezon City; On-site; PHP 540,000 - 900,000; Full time

Job summary

Ubiquity in Metro Manila is seeking a Team Leader to supervise a group of agents, coach them toward achieving KPIs, and ensure training on product and policy updates. The role focuses on performance management, escalations handling, and collaboration with the Global Command Center.

The ideal candidate will have 2+ years in customer support or financial services operations, plus 2+ years in a supervisory role, with strong analytical and leadership capabilities to drive results.

Qualifications

• 1+ year in AML, KYC, financial services, or chargeback disputes.
• 2+ years in customer support or financial services operations.
• 2+ years in a supervisory or team lead role.
• Experience managing teams of 10+ members.
• Familiarity with AML/KYC, risk assessment, and dispute workflows preferred.

Responsibilities

• Manage a team of agents to meet goals and KPIs through coaching and mentoring.
• Inform and train agents on product and system updates.
• Conduct performance reviews and development activities.
• Provide floor support as SME on policy items and escalations.
• Assist in queue management and coordinate with the Global Command Center.
• Prepare and submit performance reports to the Operations Manager.
• Attend internal/external calibration sessions and client meetings.
• Perform administrative tasks as assigned.
• Act as liaison between management/HR and agents for benefits and grievances.
• Design incentive programs and ensure adherence to policies.

Skills

Team leadership

Coaching & mentoring

Performance management

Analytical skills

Reporting & KPI analysis

Communication

Decision making

Tools

PC-based systems

Reporting applications

Job description

Ubiquity in Metro Manila is seeking a Team Leader to supervise a group of agents, coach them toward achieving KPIs, and ensure training on product and policy updates. The role focuses on performance management, escalations handling, and collaboration with the Global Command Center.

The ideal candidate will have 2+ years in customer support or financial services operations, plus 2+ years in a supervisory role, with strong analytical and leadership capabilities to drive results.