Team Leader (AML & KYC) | Eastwood, Q.C

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

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Team Leader,you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

• Manage a team of agents to achieve or exceed goals and key performance indicators through periodic coaching and mentoring.

• Ensure that agents are informed and trained on product and system updates necessary to perform their tasks effectively.

• Conduct business reviews and performance management activities to assist in the agents' continuous development.

• Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.

• Assist in queue management using the tools available to them and in coordination with the Global Command Center.

• Prepare and submit all required reports (which include but are not limited to performance reviews, Agent KPI performance, scorecards, case analysis) to the Operations Manager.

• Attend internal and external calibration sessions and other client meetings.

• Perform administrative and other similar tasks, as assigned.

• Act as a liaison between the management / Human Resources group and the agents. This means all matters pertaining to benefits, grievances, and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.

• Conduct team-building activities and design performance-based incentive programs in accordance with documented policies.

• Ensure that the agents conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.

What We’re Looking For:

• Minimum of 1 year of recent experience inAML (Anti-Money Laundering), KYC (Know Your Customer), Financial Services, or Chargeback Disputespreferred.

• At least 2 years of experience in Customer Support or Financial Services Operations.

• Minimum of 2 years of experience in a supervisory or team lead role.

• Proven experience managing teams of 10 or more members.

• Familiarity with AML/KYC processes, financial crime prevention, customer verification, risk assessment, or chargeback and dispute resolution workflows is highly preferred.

• Experience handling financial services accounts, transaction monitoring, fraud investigations, or payment disputes is a strong advantage.

• Strong proficiency in PC-based systems, internet tools, and reporting applications.

• Ability to handle confidential and sensitive financial information in compliance with applicable policies and regulations.

• Strong analytical skills with the ability to prioritize tasks, manage workload effectively, and drive results.

• Excellent leadership, communication, coaching, and decision-making skills.