Commercial KYC Onboarding and Quality Control Manager

Support.com; Charlotte (NC); On-site; USD 80,000 - 120,000; Full time

Job summary

Support.com is seeking a Manager of Payments Onboarding Quality Assurance to oversee KYC/KYB compliance checks and enhance operational efficiency. The ideal candidate will foster strong relationships across teams, lead a dedicated QA team, and drive process improvements to ensure quality and compliance in account openings.

Qualifications

• Experience in quality assurance and KYC/KYB processes is mandatory.
• Strong analytical skills to identify operational inefficiencies.
• Proven leadership abilities for managing quality assurance teams.

Responsibilities

• Oversee the KYC/KYB quality assurance team's daily operations.
• Develop and implement standard procedures for quality assurance checks.
• Collaborate with stakeholders and report on quality metrics regularly.

Skills

Quality Assurance

Regulatory Compliance

KYC/KYB Processes

Data Analysis

Stakeholder Engagement

Education

Bachelor's degree in a relevant field

Job description

Manager Payments Onboarding Quality Assurance

The quality control manager oversees a team of quality assurance analysts and specialists focused on first-line know your customer (KYC) and know your business (KYB) account opening and fulfillment quality assurance checks for commercial onboarding, account opening, and fulfillment tasks. The manager ensures all processes, procedures, and regulations related to KYC/KYB are followed accurately and efficiently, identifying quality trends, discrepancies, or issues in documentation.

Position Responsibilities:

Customer and Business Partnership

• Develop and maintain strong relationships with internal stakeholders and cross-functional teams, including account opening, compliance, and risk management departments, to integrate processes, align goals, and drive synergy for a unified customer experience.
• Collaborate with business partners to ensure KYC/KYB requirements are met effectively and efficiently.
• Act as a point of contact for customer inquiries and complaints related to KYC/KYB compliance.
• Conduct regular qualitative audits of account opening, TM implementations, and service functions to rectify discrepancies.
• Provide guidance and support to account opening teams to enhance the customer experience while maintaining compliance standards.
• Use data and key metrics to analyze onboarding, account opening, and fulfillment processes to address pain points, bottlenecks, and improve customer and colleague experience.
• Establish KPIs to measure quality, customer satisfaction, and revenue, setting targets for continuous improvement.
• Simplify business interactions, reduce duplicative work and data entry, and promote end-to-end thinking.
• Monitor market trends, competitor offerings, and industry best practices to stay ahead and identify opportunities for growth and differentiation.

Operational Execution

• Oversee daily operations of the KYC/KYB quality assurance team, ensuring tasks are completed accurately and timely.
• Ensure customer complaints are escalated, recorded, and visible to partners and clients.
• Ensure accuracy and timeliness in treasury payments setup, fulfillment, and servicing, adhering to protocols.
• Develop and implement standardized procedures for quality assurance checks on account opening tasks.
• Monitor KPIs related to KYC/KYB compliance and report team performance regularly.
• Identify operational inefficiencies and implement process improvements.
• Implement quality control processes to verify accuracy, identify discrepancies, and take corrective actions.

Risk Ownership

• Develop and implement procedures for quality assurance checks on account opening and fulfillment tasks.
• Monitor KPIs related to KYC/KYB compliance and report regularly.
• Identify operational inefficiencies and improve processes.
• Document/update risk and control processes, conduct risk assessments, and develop mitigation strategies.
• Support risk policy and procedures, transition to proactive strategies, and ensure quality across functions.
• Conduct qualitative audits to rectify discrepancies.
• Follow policies to prevent errors, ensure audit success, and participate in compliance monitoring.
• Share risk and fraud expectations, track metrics, and analyze function performance.
• Implement quality control processes, define KRIs, and create scorecards.
• Review incidents, complaints, and metrics monthly to improve processes.
• Collaborate with Payments risk team to review findings and address risks.
• Participate in business continuity, disaster recovery, and compliance training.

Team Development and Financial Stewardship

• Lead and develop the QA team, fostering continuous learning.
• Develop training programs to enhance team skills in KYC/KYB compliance.
• Promote transparency and accountability, ensuring decisions are made with integrity.
• Identify and mitigate risks affecting financial stability and reputation.
• Develop and execute strategic plans aligned with company goals.
• Encourage open communication and collaboration across departments.