KYC Operations Lead — HitPay

- Quality assurance on the automation: the first-pass layer is only as good as its supervision. You sample its output, feed back systematic errors, and own the human-machine boundary — what gets streamlined, what always gets human eyes.

- Escalation interface: clean handoffs to Financial Crime (suspicious onboarding patterns) and to the MLRO office (policy questions, high-risk approvals).

- Reporting: onboarding funnel and SLA reporting to the Group Head of Compliance and leadership; your numbers are the compliance function's most-watched operational metrics.

## What you'll bring

- 4–7 years in KYC/KYB or merchant onboarding operations at a payments company, PSP, EMI, or bank — including 2+ years as a people manager of record, not just a senior reviewer: you have owned direct reports, run formal performance review cycles, set goals, given difficult feedback, and managed underperformance through to resolution (improvement or exit).

- A track record of upholding standards: you have held a team to an SLA and a quality bar over a sustained period — and can talk specifically about what you did when the team slipped: how you diagnosed it, what you changed, and how you brought the numbers back without burning the team out.

- Deep working knowledge of corporate registry verification in at least one of our core markets (ACRA/Singapore, SSM/Malaysia, SEC-DTI/Philippines) and risk-based CDD/EDD for SMEs.

- Experience designing or running a periodic/ongoing-review programme — you know what "risk-tiered refresh cycle" means in practice, not just in policy.

- Metrics-driven management: you run a queue by SLA dashboards and throughput data, and you've held a team to a service standard.

- AI-forward operating style: you want your analysts exercising judgment, not copy-pasting registry lookups — and you know how to QA automation rather than distrust it or rubber-stamp it.

- Comfortable managing remote, cross-country teams.

## Nice to have

- Experience standing up an operation (new market, new programme, new team) rather than inheriting a mature one.

- Familiarity with MAS PSN01 / BNM / BSP customer due diligence requirements.

- Prior exposure to fraud/AML escalation workflows from the onboarding side.

## Why this role is unusual

Most KYC-ops jobs are about managing headcount against an ever-growing manual queue. Here the machine does the first read of every case, so the job is what it should be: judgment, quality, programme design, and building a small exceptional team — with the clearest performance instrumentation you'll find in the industry and a direct line to the Group Head of Compliance.

A meeting lands on your calendar

If they’re a yes, I book the chat. You show up — that’s the whole job-hunt.