Customer Operations Team Leader - AML Team

About Moneybox

At Moneybox, our mission is to give everyone the means to get more out of life. We're guided by our belief that wealth isn't about the money, it's about the means to more - more freedom, opportunities, possibilities, and peace of mind. Moneybox is an award winning wealth management platform, helping over one and a half million people build wealth throughout their lives, whether they're saving and investing, buying their first home or planning for retirement.

Job Brief

We are looking for an experienced AML Team Leader to steer our AML Customer Operations team through a 6 month fixed term period. You will bridge the gap between a seamless onboarding experience and rigorous financial crime prevention. From overseeing Enhanced Due Diligence (EDD) to monitoring our Transaction Monitoring workflows, you'll ensure our team of specialists remains both compliant and customer centric.

Our Customer Operations Anti Money Laundering (AML) team is responsible for all customer facing elements of our anti money laundering requirements. Team Leaders provide the structure and support to keep the day to day operations of our AML team running smoothly as well as the analysis and planning to improve measures. They provide line management and professional guidance to a small group of Executives in their team, alongside ownership of workflow management and escalation across the whole team.

As a Team Leader in the AML team, you will be an expert in the processes your team undertakes, and at the forefront of improvements or new measures. You'll manage this while keeping the customer experience at the forefront of your mind to ensure that customer onboarding is an exceptional experience for all customers. You'll be a strong line manager; you will act as a coach and conduct performance reviews along with weekly 1 1's with AML Team Executives, focusing on improving their skills and overall performance.

You will also be able to step in and help out wherever needed throughout the day, and act as a duty coordinator with the support of other Team Leaders. You will work closely across other customer facing teams to ensure that resources are fairly distributed for the best customer outcome that day. The role will require you to be in the loop with all company changes, roadmaps and the delivery of targets and goals in the relevant mission teams. You will work closely with the leadership team to provide structure and guidance to develop and maintain a high performing team.

What you'll do

Working closely with Managers, other Team Leaders and our Compliance team to support the team daily, the role will be responsible for the following areas:

Team Management

• Own and monitor all processes undertaken by your team to ensure accuracy and thoroughness remain a key priority, alongside exceptional customer support.
• Provide continuous support to team members by organising weekly one on ones to discuss progress, set development goals and review performance metrics.
• Offer guidance, feedback and resources to help them achieve their objectives and enhance their skills.
• Monitor customer interactions and generate reports for the Compliance team.
• Conduct coaching sessions with your team focused on AML best practices and customer service excellence.

Daily Management

• Conduct daily morning huddles and focus on queue management, delegating tasks across the team as Duty Coordinator.
• Maintain professionalism "on the floor" and encourage team members to stay focused and motivated.
• Act as the initial point of escalation for customer queries and issues.
• Report performance metrics and other relevant information to Senior Managers regularly.

Expert Knowledge

• Take ownership and have oversight of niche customer issues, escalating to the Compliance team when required. Identify issues from common customer queries, notice when things don't look right and plan improvements.
• Assist in all areas of AML Operations when needed (training, content, intercom messages etc.).
• Handle escalated issues, including resolving customer complaints and providing specialised support for vulnerable customers, ensuring timely and effective resolutions to maintain customer satisfaction and uphold Consumer Duty.

Change and Improvements

• Identify risks in our processes and develop contingency plans with the Operations and Compliance team.

Our Customer Commitment

• Help customers turn their money into something greater-whether for saving, investing or buying a home.
• Provide a simple, reliable service that supports goal achievement and celebrates milestones.
• Prioritise customer commitment, and keep customer facing teams dedicated to supporting every user throughout their Moneybox journey.

Our Service Values

• Relationship: Put customers first, deliver swift resolutions, keep consistent conversations, celebrate wins.
• Advocacy: Listen to customers, advocate for them at every stage, share feedback, act on their behalf during testing.
• Integrity: Work honestly and fairly, provide extra support for those needing it, especially accessibility or vulnerability.
• Simplicity: Clear, jargon free communication to ensure understanding of products and services.
• Expert App Knowledge: Provide information to help customers achieve goals, encourage learning to ensure team expertise in the app.

Who you are

• Quick learner with interest or relevant experience in an AML or operational role.
• Some front/first line AML/KYC/KYB experience is desirable.
• Enthusiastic, positive, proactive leader with minimum 1 year of management experience.
• Open to new challenges and a natural people person eager to lead a team.
• Encourage and promote diversity, champion an open and transparent environment.
• Sharp organiser, able to balance big picture with daily workflow for customer and team benefit.
• Can argue for ideas professionally.
• Values constructive feedback and uses it for improvement.
• Great communicator, able to explain requirements to customers while providing top level Moneybox service.
• Mature, ambitious, looking to build a career in a fast growing company.

Visa Sponsorship

At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.

Working Policy

We have a hybrid policy that includes 2 days from our London office and 3 days from home. If the role states it is either hybrid or remote, candidates must be based within the UK.

Our Commitment to DE&I

We promote, support and celebrate inclusion, diversity and equity for all, so that everyone can bring their full selves to work. We believe diversity drives innovation. If you need adjustments to the recruitment process, let us know and we will make changes.

Equal Employment Opportunity

Moneybox is an equal opportunity employer and welcomes applications from all individuals, irrespective of background. If an adjustment is required for an applicant, we will make reasonable accommodation to support the recruitment process.

Additional Information

Please note if offered a position, the offer is conditional and subject to satisfactory pre employment checks such as criminal record and adverse credit history checks. If you are aware of anything that could affect your suitability, please let us know. By sending your application you acknowledge and agree to Moneybox using your personal data as described below.

We collect applicants' personal data for recruitment, and may share personal data with selected third parties on our behalf. Such data may be transferred outside the European Economic Area.

We may keep your details for future vacancies if you are unsuccessful now. If you would like us to retain your details, contact . If you prefer not to, contact .