What's the role about

At Paysend we know just how crucial it is to provide customers with the best possible assistance in using our service. We are looking for the candidates to join our team in helping to create the most innovative customer oriented fintech platform.

What you’ll be doing

• Effective leadership of the team including line management responsibilities
• Ensuring the team consists of appropriate resource & skill levels for operational needs
• Performance management and development of team individuals, maximising the talent
• Maintenance of Service Levels (response times and resolution times) 
• Maintain the policy, process, and procedures documentation, along with training materials 
• Identify reporting requirements, effectively utilise reports to drive staff performance
• Identify staff training needs and arrange to coach as required to ensure all staff achieve and maintain competency levels

What you’ll need to be successful in the role

• Experience working at Team Leader level, ideally in a CS environment
• Awareness of the FCA, CCA, Data Protection Act and other relevant legislation, procedures, and processes
• Experience in a Financial Crime / Anti Money Laundering role for a Financial Institution.
• Proven ability to deliver results in a high-performance environment
• Ability to interpret data and business reporting 

This will be beneficial for the role

• Experience of working in KYC or AML 1st line of defence.
• Trend analysis of interactions to highlight emerging issues. 
• Good communication and collaboration with other teams
• Working knowledge of Zendesk