Team Lead - Partner Onboarding
On-siteRiyadh, Riyadh Region, Saudi Arabia
Job Summary
Oversee and assess customer service staff activities, providing regular performance feedback and coaching to drive continuous improvement. Strategize daily customer service operations, assist representatives as needed, and train them on policies and procedures. Evaluate AML/CFT risk factors across industry, geography, and behavior to assign onboarding ratings, then log findings and approvals in Salesforce. Escalate high-risk or suspicious cases for enhanced due diligence or SAR filing while monitoring regulatory updates to adjust screening rules. Liaise daily with Commercial, Compliance, Product, and Risk teams to resolve blockers, identify process gaps, and propose automation enhancements. Support periodic audits by compiling evidence packs and reporting key onboarding KPIs to ensure full regulatory adherence. This role is onsite in Riyadh.
Required Qualifications
- Bachelor's or Master's degree in business administration, management studies, or in a related discipline
- Prior experience (up to 3 years) in the field of customer service or contact center
- Must have at least 1 years of experience as a supervisor or team lead
- 1–3 years of hands-on experience in KYB due diligence, AML/CFT screening, or merchant onboarding within a fintech, payments, or other regulated financial institution in UAE and KSA
- Proficiency in case management on Salesforce (or a similar workflow tool), including documenting reviews, attaching evidence, and maintaining audit-ready records
- Solid grasp of KYB fundamentals: validating trade licenses, analyzing UBO/shareholder structures, and applying risk-based onboarding decisions
- Working knowledge of sanctions, PEP, and adverse-media screening (UN, OFAC, EU, GCC) using tools such as Dow Jones, Focal, World-Check, or LexisNexis
- Familiarity with GCC regulations—especially CBUAE KYC/AML Rulebook, SAMA AML Rules, and FATF recommendations—and the ability to interpret regulatory updates
- Experience supporting audits or regulatory exams, assembling evidence packs, and answering follow-up queries
- Attention to detail and a proactive approach to spotting process gaps, proposing improvements, and meeting tight onboarding SLAs
Desired Qualifications
- Professional certifications such as ICA Certificate in KYC & CDD, CAMS, ACAMS, or equivalent
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