**Team Leader, KYC (Know Your Customer) Compliance Operations - Santa Ana, Costa Rica**
Do you find a teamworking culture invigorating? Are you interested in providing leadership to a dynamic compliance team? Join Western Union as a Team Leader, KYC (Know Your Customer) Compliance Operations.
**Western Union powers your pursuit.**
We are looking for someone who would be part of the Operations - Business Risk & Controls team responsible for managing the daily operations and achieving the key performance indicators of their respective team in Western Union.
**Role Responsibilities**
- The KYC (Know Your Customer) Team Leader is responsible for managing the daily operations and achieving the key performance indicators of their respective team with an average span of control of 12 team members. He or she must manage the workflow from consumers globally.
- Resolve additional requests from internal departments and regional offices.
- Full responsibility for the daily workflow distribution.
- Responsible for ensuring a high quality and productivity of the respective team.
- Contribute to a positive team environment and provide regular ongoing feedback, including performance reviews and development.
- Empowered to make critical business decisions that may impact the operation and improve customer satisfaction.
- Ensure timely successful resolution of customer complaints.
- Actively participate and/or successfully lead projects to implement a new policy or operational changes.
- Accountable for succession planning through the development of their respective team members.
- Continuous learning of a rapidly changing regulatory/operations environment.
- You should work closely with other Team Leaders to ensure best practices are consistent among teams.
- Monitor SOPs are being properly followed by team members and updated timely in partnership with support departments.
**Role Requirements**
- For the role, we require you to demonstrate leadership experience meeting strict deadlines, managing performance successfully, have strong analytical skills, feel comfortable working in a broad organization, have exceptional customer service skills and a customer-first mindset.
- You should demonstrate a strong self-motivation and results-oriented mentality.
- A bachelor's degree in business administration, Finance, or Industrial Engineering (completed or in progress) is highly preferred and 5 years of experience in an operations environment (progressive increased responsibility) with previous people management experience (2-3 yrs. ideal).
- Have schedule flexibility.
- Be Greenbelt certified or be willing to get certified (on your own/tuition reimbursement might be applicable based off company policies) within the first 6 months from the start date in the position.
- Support and leadership to key strategic site-level activities is a plus.
- Proficient in the usage of Microsoft Office programs (MS Excel, Word, Outlook, PowerPoint).
- Fluency in English - both verbal and business writing skills (B2+, C1 preferred).
**We make financial services accessible to humans everywhere. Join us for what's next.**
Western Union is positioned to become the world's most accessible financial services company —transforming lives and communities. We're a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.
**Benefits**
Your Costa Rica
- specific benefits include:
- Asociación Solidarista
- Paid time off including extended maternity leave.
- In house company doctor services
- Continuing Education
- Transportation services options
- Parking spaces
- Hybrid model work
- Flexible Working Schedules if applicable
- Referral Program award
- Employee Resource Groups (ERG) and committees to volunteer with
- Carpooling Program
- Price Smart membership
- Pan American Medical and Life insurance
- Cafeteria Subsidy
**Our hybrid work model**
Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.
Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.
LI-Hybrid
