Operations Senior Manager for KYC, Customer Care

2 weeks ago

Makati City, National Capital Region, Philippines 7783b009-a26c-4894-aaa5-fea8a297d2d7 Full time $120,000 - $180,000 per year

Job Overview

Leads the strategic, operational, and financial performance of large and complex Financial Services programs, specifically across KYC, Credit Card, and Risk lines of business. Responsible for driving profitability, ensuring operational compliance, meeting regulatory expectations, and maintaining strong client relationships. Ensures all operational, quality, risk, and compliance targets are consistently met or exceeded through disciplined execution and effective leadership of cross-functional teams.

Requires a minimum of 9+ years of experience in Financial Services operations management.

Operational and Financial Management

  • Owns the profitability and overall performance of KYC, CC, and Risk LOBs, ensuring adherence to client SLAs, regulatory requirements, and internal performance targets.
  • Requires specific KYC (Know Your Customer) experience as mandatory for managing large and complex Financial Services programs across KYC, Credit Card, and Risk lines of business.
  • Must have experience managing teams of 100+ people or programs of equivalent scale and complexity.
  • Ensures accurate forecasting, workforce planning, and staffing ratios to support stable operations across all programs.
  • Manages program budgets, monitors expenses, and enforces cost discipline while maximizing operational efficiency.
  • Leads metric governance across productivity, quality, risk controls, compliance, and customer experience.

Compliance, Risk, and Regulatory Alignment

  • Ensures strict adherence to all client-mandated and industry regulatory requirements (KYC standards, identity verification protocols, fraud controls, credit risk guidelines, and financial compliance procedures).
  • Requires experience with regulatory compliance in financial services to ensure operational compliance and meet regulatory expectations.
  • Oversees audit readiness and supports remediation of any non-compliance findings.
  • Embeds a strong risk culture in teams through process governance, QA alignment, and tight control management.

Client Management and Strategic Direction

  • Acts as the primary point of contact for client stakeholders, managing expectations and driving transparent communication around performance, risks, and opportunities.
  • Anticipates client and regulatory needs and proactively develops action plans for improvements, safeguards, and capability enhancements.
  • Partners with clients on business growth, operational scaling, process redesign, and potential new work verticals within the KYC, CC, and Risk domains.

People Leadership

  • Builds high-performing teams by developing supervisors, managers, and key talent through coaching, feedback, performance planning, and documented evaluations.
  • Drives a culture of accountability, integrity, and operational discipline aligned with the organisation's values and competencies.
  • Recognises and rewards strong performance through structured incentive programmes and non-financial recognition.
  • Ensures consistent communication, training, and alignment of teams to evolving KYC, credit risk, and fraud management requirements.

Cross-Functional Collaboration

  • Coordinates with Workforce Management, Quality, Training, Compliance, and other support teams to maintain seamless operations.
  • Leads operational reviews, root-cause analyses, and continuous improvement initiatives tied to efficiency, accuracy, and risk mitigation.

Executive Coverage:
May assume full P&L and operational leadership responsibilities in the absence of the Director of Operations, covering all supported LOBs and client programmes.

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