Onboarding Team Leader

About the role:

This customer-focused role oversees OFX EMEA’s onboarding team, with a focus on conducting and guiding KYC assessments for newly registered clients. The Team Leader ensures a smooth transition from online registration to full verification, maintaining adherence to local regulatory requirements, whilst driving consistency across onboarding workflows and operational efficiency.

This is a hybrid role based in our London office – enjoy the flexibility of working both in-office and from home.

What you’ll do:

Leadership Responsibilities:

• Lead, manage and motivate the local Onboarding Team
• Recruit, train, coach and develop direct reports ensuring team growth and succession.
• Oversee individual performance for direct reports, through conducting regular productivity, SLA and quality reviews.
• Effectively manage workflows to ensure coverage, reporting and escalations are appropriately managed.
• Actively contribute to the planning and continuous improvement of the regional onboarding team as well as the global Operations team, where appropriate. 
• Conduct regular 1-1’s and annual reviews.

Functional Responsibilities:

• Actively lead the onboarding team by example, providing guidance and oversight where needed.
• Proactively assist the team’s caseload during busy periods.
• Act as the subject matter expert in legal entity structures including Companies, Trusts, Partnerships, Associations, Charities, Government Entities, Co-operatives and offshore entities, ensuring knowledge is kept up-to-date.
• Assess, perform and accept escalations of Enhanced Due Diligence (EDD), including AML/CTF checks, KYC analysis and client screening to ensure OFX fully understands its clients, their needs and payment flows.
• Act as the escalation point for the Sales and Operations teams to support understanding of due diligence requirements for onboarding cases.
• Communicate customer due diligence expectations to stakeholders and assist with associated queries where necessary (phone, email, teams, etc.).
• Support the Head of Client Operations with key projects as and when required.

Key stakeholders and collaboration:

• Coordinate with Operations teams globally to provide a seamless, speedy and compliant service for all OFX clients.
• Coordinate with the Compliance, Financial Crime Investigations and Legal teams for approvals and escalations, as required.
• Actively collaborate with colleagues to contribute to the development and delivery of OFX strategic, business and operational plans.
• Act as an ambassador for OFX, always promoting the best interests of the company, including the promotion of company values.