Senior KYC Manager

Location: India, Hyderabad
Department: Customer (Member) Operations
Posted: November 7, 2024

Role : Senior Manager – KYC

Base location : Hyderabad (Remote option not available)

About Tide

At Tide, we are building a finance & admin platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 200,000 SMEs in India. Headquartered in London, Tide has over 1,600 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany. 

Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.   

About the team

The continuous KYC function is made up of teams that cover tasks related to our members’ lifecycle event management such as periodic reviews, event driven reviews, remediation projects, and offboarding. The function also contains a Level 2 team that manages escalations from all areas of the business in relation to member data as well as a newly formed but evolving screening team. You will initially manage an organisation of around 70 FTE comprised of three managers, several team leads, and multiple analysts spread across two countries.  You will work closely with the KYC training and QA functions as well as a dedicated KYC Product team to build and implement best-in-class systems and processes while ensuring Tide remains compliant and delivering great levels of service to our members.  While leading a 1st Line of Defence function, you’ll work closely with our 1st Line Ongoing Monitoring team, Member Support, and the 2nd Line of Defence to ensure risks are understood and managed effectively.

About the role

This role reports to the Director of KYC and requires a professional with strong operational management experience to lead and develop a First Line KYC function made up of multiple disciplines involved in all post-onboarding matters.  The role also offers the opportunity to set up new teams and processes in a new market as Tide begins its exciting expansion into continental Europe.  The right candidate for this role is autonomous, organized, and self-driven. You have the ability to understand complex systems and plan roadmaps, but are also excited and willing to roll up your sleeves and work in the details. You are an enthusiastic problem solver that is highly collaborative and curious. You’re passionate about leading teams and functions, and have a desire to protect Tide’s members.

As a Continuous KYC Lead you’ll be:

• Shaping, driving and managing a high performing business operations function composed of three core streams with the view of shaping them with flexibility for scalability
• Performing ongoing reviews of organisational structure to identify areas requiring new teams or reconfiguration of existing set-up
• Working alongside the wider KYC team on key projects to set priorities, work allocation, and reallocation where necessary
• Developing and implementing operational plans to solve problems – for example managing ongoing remediations, clearing backlogs and queues, or setting new process SLAs
• Overseeing the adequate implementation of Tide’s policies and procedures ensuring strict regulatory adherence 
• Partner cross-functionally to increase operational efficiency a improve Tide’s member experience through automation, tooling improvements and clear policies and procedures
• Designing and reviewing MI (Management Information) to ensure key risks are being monitored and an accurate and comprehensive view of the department's performance is being reported to Senior Management 
• Promoting and embedding a strong culture of fraud prevention, risk awareness and accountability for controls across the teams
• Representing your area in front of different stakeholders, including internal and external auditors and partners – and deputising for your manager where/when needed
• Managing and overseeing headcount budgeting and cost forecasting
• Collaboratively shaping the culture with your colleagues, leading by example, providing feedback and recognition at every opportunity 
• Provide oversight and support to your direct reports in their role by providing clear performance targets, conduct performance reviews and develop clear career and personal development trends
• Work hard but have fun doing it!

What we are looking for

Tide is seeking a proactive senior leader who will bring a strategic mindset to the way we approach our evolution from a cyclical member data review system to a model of continuous KYC at Tide – to bridge our onboarding processes with our ongoing efforts to manage our members’ profiles.  This migration to event driven reviews, will enable Tide to continuously monitor and update customer information in real time, allowing us to identify and respond promptly to changes in risk. 

The ideal candidate will have:

• You have at least 5 years relevant experience at a senior management level in Financial Services, banking or another heavily regulated industry
• You have relevant industry expertise with KYC, Due Diligence, and AML KYC / AML / Compliance / Audit / Regulation / Risk & Controls  at a demonstrable level and a solid understanding of PEP/AM/Sanctions risks and controls
• You have leadership experience handling large teams and processes
• You have a highly successful track record of what it takes to build and maintain a strong operational culture – always looking to get the best from the people around you
• You are comfortable with change, ambiguity, debate, and engaging with multiple senior stakeholders
• You are able to challenge and influence stakeholders to ensure decisions are well thought out and can be executed from an operations perspective
• You have a tech and automation mindset – understand the opportunities for automation and where data sources can be used
• You have excellent communication and presentation skills in English (and German would be a bonus!) , both written and oral, with the ability to share Tide’s vision and goals
• You are a strong analytical thinker – metrics-driven and results oriented
• You are comfortable with decision making in a fast paced and fast changing environment. 
• You are highly data driven, comfortable setting goals and KPIs, forecasting and planning
• You are a multi-tasker who can manage multiple streams of work concurrently
• You are comfortable managing and collaborating with people from different cultures and backgrounds

What you’ll get in return: 

• 3 paid days off for volunteering or L&D activities
• Personal L&D budget in the amount of 1000 BGN per year
• Additional health & dental insurance
• Mental wellbeing platform
• Fully covered Multisports card
• Food vouchers
• Snacks, light food, drinks in the office
• WFH equipment allowance
• Stock Options

Tide is a place for everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. 

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

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