Team Leader (AML & KYC) Eastwood QC

Ubiquity; Quezon City; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

Ubiquity in the Philippines seeks a Team Leader to manage a team of agents handling AML, KYC, and financial services operations. You will coach, mentor, and review performance to meet KPIs while ensuring compliance and process updates are communicated effectively.

Leading a group of 10+ agents, you will coordinate with the Global Command Center, prepare reports, participate in client meetings, and drive performance-based incentives in line with policies.

Qualifications

• Minimum of 1 year of AML/KYC or related financial services experience.
• At least 2 years in Customer Support or Financial Services Operations.
• Minimum of 2 years in a supervisory or team lead role.
• Experience managing teams of 10+ members.
• Familiarity with AML/KYC processes and financial crime prevention workflows is highly preferred.
• Strong analytical skills and ability to drive results.

Responsibilities

• Manage a team of agents to achieve goals and KPIs through coaching and mentoring.
• Ensure agents are informed and trained on product and system updates.
• Conduct performance reviews and development activities for agents.
• Provide floor support as SME on policy and procedures and handle escalations.
• Assist in queue management in coordination with Global Command Center.
• Prepare and submit required reports to the Operations Manager.
• Attend calibration sessions and client meetings.
• Perform HR-related duties and act as liaison for benefits and grievances.
• Design team-building activities and incentive programs.
• Ensure compliance with Employee Handbook and policies.

Skills

Leadership

Communication

Coaching

Team management

Analytical skills

Tools

PC-based systems

Job description

We're Hiring: Team Leader (R-106547)!

The Responsibilities

• Manage a team of agents to achieve or exceed goals and key performance indicators by 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 includes but 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.

Knowledge, Skill Set & Qualifications Required (External)

• Minimum of 1 year of recent experience in AML (Anti-Money Laundering), KYC (Know Your Customer), Financial Services, or Chargeback Disputes preferred.
• 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.