Job title: Operations Manager – Europe
Location: Amsterdam
Languages: Fluent English (Dutch desirable, additional European language/Mandarin a bonus)
Reports to: Head of Onboarding (EMEA)

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

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 SLAsAct as a primary point of contact connecting customers & colleagues in China to Europe