Operations Manager

Job title: Operations Manager - Europe

Location: Amsterdam

Languages: Fluent English (Dutch desirable, additional European language/Mandarin a bonus)

Reports to: Head of Onboarding (EMEA)

Introduction:

We're WorldFirst, an international payments business helping move money around the world. We became part of Ant Group in 2019, accelerating our mission to create the world's best platform for international trade by combining WorldFirst's products with Ant's solutions aimed at enabling the digitalization of the modern services industry globally.

We have a shared purpose 'to make it easy to do business anywhere.' Together, we are advancing our shared aim of bringing innovative, inclusive and affordable services to small and medium-sized businesses and online merchants in the rapidly growing area of cross-border trade.

Role Description:

Worldfirst's International Merchant Services team is responsible for the successful registration and servicing of all EEA/UK customers.

The team works within the Marketing and Sales cycle to ensure we can onboard our customers quickly, efficiently and compliantly. Specializing in CDD and KYC, the Onboarding team interacts daily with Risk, Product, Tech and Customer facing teams to enhance customer experience from the very start of their journey.

Thereafter the servicing teams located in Amsterdam, Kuala Lumpur, London, Luxembourg, London and Turkey are charged with providing excellent support and managing any complaints through to conclusion, preventing recurrence and improving quality levels wherever possible.

This is an important role which acts as the EEA connective bridge across multiple delivery and servicing streams across WorldFirst regions.

Role Requirements:

• Liaise with Cross Functional Onboarding, Complaints & Merchant Services teams to represent EEA customers- demonstrate key controls and provide regular reporting to regional stakeholders
• Work closely with Sales & Customer facing teams to complete thorough CDD & KYC/KYB reviews to seamlessly onboard business customers
• Verify KYC/KYB documents, ownership structures, payment flows, and UBO information
• Conduct clear and consistent periodic account reviews of existing client's information for ongoing KYC purposes
• Work closely with stakeholders of Risk Management & AML/Compliance for on-going KYC/CDD quality monitoring & improvement programs
• Provide guidance to customer facing teams with regards to the onboarding policies
• Communicate with clients via phone, email or chat - where needed - to facilitate a positive customer onboarding experience
• Be an internal product advocate: track product processes and gather customer feedback, lead ongoing product and process optimization
• Manage workload productively within agreed SLAs, adhere to approved policies and maintain best practices
• Conduct quality checks and ensure they are completed in link with stipulated guidance
• Responsible for providing feedback and recommendations to Standard Operating Procedure documents
• Provide MI to the relevant stakeholders within agreed SLAs
• Act as a primary point of contact connecting customers & colleagues in China to Europe

Candidate Profile:

• Excellent communication and collaboration skills, not afraid to step outside of your comfort zone to deliver great results
• Working knowledge of EEA KYC, CDD and AML regulations and processes
• Demonstrable analytical and problem-solving skills, excellent attention to detail
• Proactive, organised and highly efficient - able to work independently through periods of high volumes
• Ability to balance commercial drivers and risk management
• High ownership, responsiveness & team orientated ethics
• Positive, flexible, and keen to continue learning and improving
• Cross cultural working experience desirable
• Work from office minimum 3 days per week/ in line with business requirements

Qualifications:

• Degree educated/equivalent professional qualifications
• Minimum 3 years of customer onboarding experience, preferably in Fintech or payment services
• Business level English proficiency
• Dutch desirable, additional European language/Mandarin a bonus