AML Regulatory Compliance Supervisor (CL9)

Gratitude Philippines; Davao City; Presencial; PHP 781.000 - 1.116.000; Jornada completa

Descripción de la vacante

Gratitude Philippines is seeking an experienced AML Regulatory Compliance Supervisor to lead a team of KYC Analysts and ensure day-to-day delivery, quality, and performance. The role focuses on managing productivity, reviewing high-risk cases, coaching staff, and addressing escalations to maintain strong AML/KYC controls.

You will own SLA and quality metrics, allocate workloads, conduct first-level reviews, and drive improvements with QA teams.

Formación

• Experience with KYC processes and AML-related operations.
• Proven supervisory or team management experience.
• Strong coaching and performance management skills.
• Familiarity with SLA, quality, attendance metrics and dashboards.

Responsabilidades

• Manage a team of KYC Analysts and oversee daily operational delivery.
• Own pod-level SLA, quality, productivity, and adherence metrics.
• Allocate workloads, manage queues, and balance team capacity to meet targets.
• Review complex/high-risk cases requiring Team Lead authorization.
• Lead daily team huddles and weekly one-on-one coaching sessions.
• Provide performance feedback based on scorecard results and QC findings.
• Monitor performance, identify improvement opportunities, and support underperformers.
• Collaborate with QC teams to address defects through coaching and retraining.
• Manage attendance, shrinkage, and schedule adherence with documentation.
• Identify attrition risks and support engagement and retention initiatives.
• Escalate operational risks and capacity constraints, provide updates for WBR.
• Coordinate with Training teams to onboard new hires during ramp-up.
• Ensure delivery against operational standards and business requirements.

Conocimientos

KYC processes

AML operations

supervisory experience

team management

coaching

quality control

stakeholder management

analytical thinking

problem solving

Descripción del empleo

Position Summary

We are looking for an experienced AML Regulatory Compliance Supervisor to lead a team of KYC Analysts and oversee day-to-day operational delivery, quality, and performance.

The successful candidate will be responsible for managing team productivity, ensuring compliance with service-level agreements (SLAs), reviewing complex and high-risk cases, coaching analysts, and addressing operational escalations. This role requires strong KYC knowledge, supervisory experience, and the ability to drive consistent quality and operational performance.

Key Responsibilities

• Manage a team of KYC Analysts and oversee daily operational delivery.

• Own pod-level SLA, quality, productivity, and adherence metrics.

• Allocate workloads, manage queues, and balance team capacity to meet daily and weekly targets.

• Conduct first-level reviews and approve complex or high-risk cases requiring Team Lead authorization.

• Lead daily team huddles and weekly one-on-one coaching sessions.

• Provide performance feedback and coaching based on scorecard results and quality control findings.

• Monitor analyst performance, identify improvement opportunities, and support underperforming team members.

• Work closely with Quality Control (QC) teams to address recurring defects through coaching, retraining, and process improvements.

• Manage attendance, shrinkage, and schedule adherence while maintaining accurate documentation.

• Identify attrition risks and support employee engagement, recognition, and retention initiatives.

• Escalate operational risks, including volume spikes, system issues, SOP ambiguities, and capacity constraints.

• Provide accurate performance updates, root-cause analysis, and operational insights for Weekly Business Reviews (WBR).

• Coordinate with Training teams to onboard new hires and address knowledge gaps during the ramp-up period.

• Ensure consistent delivery against operational standards and business requirements.

Qualifications and Skills

• 3–5 years of relevant KYC experience.

• At least 3 years of supervisory or team management experience.

• Previous experience as a KYC Team Lead or Supervisor.

• Strong understanding of Know Your Customer (KYC) processes and AML-related operations.

• Experience managing KYC Analysts and monitoring team performance.

• Ability to review and approve complex or high-risk KYC cases.

• Knowledge of SLA, quality, productivity, attendance, and adherence metrics.

• Strong coaching, people management, and performance management skills.

• Excellent analytical and problem-solving abilities.

• Strong communication and stakeholder management skills.

• Ability to manage operational escalations and competing priorities.

Employment Eligibility

Applicants must currently be based in the Philippines and already have the legal right to live and work in the country.

Recruitment Process

1. Endorsement for Validation through Workday, along with the latest complete CV, Toolkit, and FCV.

2. Screening Interview.

3. Client Review.

Important Application Note

Candidates should have strong and directly relevant KYC supervisory experience. Please ensure the latest CV clearly highlights KYC team leadership, AML-related operations, supervisory responsibilities, high-risk case reviews, team performance management, and quality improvement experience. The CV must be submitted in PDF format along with screening notes based on the job requirements.