Team Leader - Onboarding & Due Diligence (Poland / Remote)

ZEN.COM is a smart financial app designed for your everyday life – at home and on the go. We make payments, online shopping, and personal finance management fast, secure, and effortless. With ZEN.COM, you can enjoy cashback on purchases, full control over your spending, and peace of mind thanks to purchase protection. A built-in multi-currency account lets you spend abroad or shop internationally with great exchange rates and no hidden fees.

Lead the day-to-day operations of our Customer Onboarding & Ongoing Due Diligence (ODD) team, ensuring high standards of AML/KYC/KYB compliance, operational excellence, and continuous process improvement across multiple jurisdictions.

Requirements:

• Experience: Minimum 4–6 years of hands-on experience in AML/KYC/KYB compliance, financial crime prevention, or merchant underwriting within the FinTech or banking sector, including at least 1–2 years in a supervisory, team lead, or coordinator role.
• Operational Management: Proven track record of managing day-to-day operations, including queue management, workload allocation, shifting schedules, and strict SLA/KPI monitoring.
• Advanced Due Diligence: Deep practical knowledge of end-to-end KYC/KYB and AML/CTF processes, corporate structures (UBO identification, complex entity types), high-risk customer verification, and continuous/periodic reviews.
• Risk & Underwriting Expertise: Strong understanding of credit/operational risk underwriting, risk appetite frameworks, and senior-level sign-off protocols for escalated or high-risk cases.
• Regulatory & Audit Readiness: Practical knowledge of global AML/CTF regulations, experience in representing the onboarding function during internal/external audits, regulatory reviews, and interacting with the Second Line of Defense (2LoD) Risk & Compliance.
• Process Optimization: Demonstrable experience in workflow automation, collaborating with Product/Tech teams to reduce manual tasks, and drafting/updating operational procedures.
• Operational Leadership & People Development: Ability to effectively coach, performance-manage, and develop Analysts through structured 1:1s, calibration sessions, and onboarding programs.
• Decisiveness under Pressure: Sharp analytical thinking with the ability to act as a senior escalation point, making swift, high-stake risk decisions on complex or urgent cases.
• Stakeholder Management & Communication: Excellent verbal and written communication skills to effectively collaborate with 2LoD, senior management, and tech teams, as well as cross-departmental alignment.
• Problem-Solving & Agility: Strong capacity to run efficient daily stand-ups, unblock operational bottlenecks quickly, and adapt resource allocation to shifting priorities and capacity constraints.

Responsibilities:

• Supervise and coordinate day-to-day operations of the Customer Onboarding Team, ensuring SLA and quality targets are met, focusing on Periodic Review and Underwriting part.
• Organise team shifts and allocate workloads to ensure adequate coverage and SLA compliance.
• Monitor incoming queues and assign cases based on agreed priorities and team capacity.
• Conduct regular stand-up meetings to set priorities, remove blockers and share updates.
• Act as the primary operational escalation point for the Team Lead and Analysts on complex, urgent or high-risk cases.
• Review and sign off on escalated case decisions that exceed Team Lead authority thresholds; act as senior approver for high-risk cases.
• Coach, develop and performance-manage Analysts; conduct regular 1:1s and quality calibration sessions.
• Oversee onboarding and integration of new team members.
• Conduct AML/KYC/KYB due diligence for complex customer types across all jurisdictions, including high-risk customer verification.
• Advise on risk appetite definition and assessment; initiate changes and develop documentation to improve key areas such as AML/CTF and KYC/KYB.
• Ensure onboarding and risk assessment procedures are consistently applied, maintained and regularly updated.
• Ensure appropriate escalation paths and communication with internal departments, senior management and governance bodies.
• Represent the Onboarding function at internal governance forums, audits and regulatory reviews.
• Collaborate with the SME/Procedure Expert on procedure updates and process improvements.
• Coordinate with 2LoD Risk and Compliance on complex cases and policy updates.
• Collaborate with product and technology teams to optimise workflows, increase automation and reduce manual tasks.
• Deputise for the Customer Onboarding and ODD Manager when required.
• Participate in and lead additional projects and ad hoc tasks as directed by the Head.

What we offer:

• Real influence on shaping the ZEN.COM.
• Work in an environment where innovation and effectiveness truly matter.
• Competitive salary and flexible working conditions. #LI-Remote #LI-Hybrid
• Private medical healthcare.
• Internal and external training opportunities.