Account Maintenance Lead

About Wio:

Wio Bank is a leading one-of-a-kind financial platform that is revolutionizing the banking industry in MENA region. Our platform is here to reboot personal and business banking-of-a-kind financial platform that is revolutionizing the banking industry in MENA region. Our platform is here to reboot personal and business banking in the digital age. Our personalised features and seamlessly integrated services are built around your needs, helping you spend, save, and plan for your future.

Role Overview

As the Account Maintenance Team Lead, you will ensure a smooth and efficient experience for our clients, overseeing the entire account maintenance process while maintaining compliance, optimizing efficiency, and fostering a customer-centric approach. You will also lead and mentor your team to consistently deliver exceptional results.

What you’ll be responsible for:

• Account Maintenance:Lead and manage the account maintenance team, ensuring the timely and accurate processing of account updates. Ensure all activities adhere to relevant banking regulations, internal policies, and procedures. Collaborate proactively with teams in India and local teams to refine processes, triggers, and work instructions. Focus on risk mitigation while ensuring an exceptional client experience.
• Operational Excellence : Drive operational efficiency and superior service delivery within the Account Maintenance team. Streamline workflows, optimize processes, and ensure adherence to service level agreements (SLAs) and turnaround times (TATs). Set clear performance expectations, track team progress, and provide ongoing coaching and feedback to drive continuous improvement. Implement robust controls and review performance metrics regularly to ensure optimal results. Work closely with both offshore and onshore teams to enhance workflows and elevate the customer experience, while promoting a strong control environment to mitigate risks and ensure compliance.
• Customer-Centric Relationship Management : Develop and maintain efficient workflows that enhance productivity, minimize errors, and improve service delivery. Act as the escalation point for complex account maintenance issues, addressing challenges swiftly and effectively. Ensure proactive resolution of issues and transparent communication with clients to build and maintain strong relationships, ensuring high levels of client satisfaction.
• Data Management and Reporting : Prepare and present detailed management information (MI) reports, including key performance indicators (KPIs) and key risk indicators (KRIs). Monitor team performance and operational efficiency, providing actionable insights for continuous improvement. Stay informed about regulatory updates and industry trends, ensuring account maintenance practices remain compliant and competitive.
• Cross-Department Collaboration : Work closely with cross-functional teams such as customer service, compliance, Product and operations to ensure smooth account management and the resolution of client issues. Foster a customer-focused culture within the team to consistently meet client expectations. Stay current with industry best practices and regulatory changes to ensure compliance and promote operational excellence, client expectations.Stay up-to-date with industry trends, regulations, and best practices to ensure ongoing compliance and operational excellence.
  
  

• Strong expertise in KYC processes, with a proven track record of managing complex workflows.
• Strong understanding of Anti-Money Laundering (AML), Customer Due Diligence (CDD), and regulatory requirements for onboarding clients.
• Proven ability to streamline operations, manage performance, and meet SLAs and TATs.
• Excellent leadership skills with the ability to manage and inspire teams toward achieving common goals.
• Strong customer focus, with the ability to build and maintain trust through exceptional service delivery.
• Analytical mindset with attention to detail and the ability to navigate complex regulatory frameworks.
• Effective communication and interpersonal skills to manage relationships across diverse teams and stakeholders.
• Proactive and solution-oriented, with a commitment to delivering results and continuous improvement.
  
  

• Being part of a leading one-of-a-kind financial platform that is revolutionizing the banking industry in MENA region.
• Joining a highly performance driven culture.
• Peering with talented colleagues coming from top-tier fintech companies from all over the world.
• Work-life balance is important to us so you would have 28 working days holidays + up to 14 national holidays per year.
• Additional perks such as top private health & life insurance, flexible working hours, hybrid work policy, and many more to come!
• Working in an international environment, with employees from over 40 different nationalities.