Account Onboarding Lead

About This Role

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 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 Onboarding Team Lead, you will play a pivotal role in delivering a seamless and efficient onboarding experience for our clients. You’ll oversee the end-to-end process, ensuring compliance, efficiency, and a customer-centric approach while managing and guiding your team to achieve excellence.

What you’ll be responsible for:

• Client Onboarding and KYC Process Management: Lead the team responsible for opening SME and retail customer accounts, ensuring a smooth and efficient process for all clients.. Review account opening documentation and conduct due diligence, including screening and risk checks. Collaborate with stakeholders to resolve complex cases and ensure accurate client records are maintained.
• Operational Excellence : Lead the onboarding team, ensuring exceptional service delivery and operational efficiency. Streamline workflows, optimize operations, and ensure SLAs and TATs are met. Set clear performance expectations, monitor onboarding TAT and the progress, provide feedback and coaching to team members to improve performance and efficiency. Implement effective controls and regularly review performance metrics to ensure optimal team performance. Collaborate with both offshore and onshore teams to enhance operational workflows and customer experience. Foster a robust control environment to mitigate risks and enhance compliance across processes.
• Customer-Centric Relationship Management : Act as the main escalation point for client issues, ensuring smooth communication and swift resolutions.Collaborate with product and business teams to align the onboarding process with customer needs and expectations. Deliver fair outcomes by resolving client issues quickly and effectively, enhancing the onboarding experience. Ensure proactive issue resolution and transparent communication with clients.
• Data Management and Reporting : Prepare and deliver comprehensive management information (MI) reports, including key performance indicators (KPIs) and key risk indicators (KRIs). Maintain an accurate tracker for onboarding exceptions and follow through on resolutions in collaboration with relevant stakeholders. Monitor and report on team performance, onboarding timelines, and operational efficiencies. Stay informed about regulatory developments and industry trends, ensuring onboarding practices remain compliant and competitive.
• Cross-Department Collaboration : Work closely with sales, product, and business development teams to ensure alignment between account opening processes and business goals. Support the development of new products and services by providing input on how account opening processes can be aligned with customer needs and market demand.
  
  

• Strong expertise in client onboarding and 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.
• 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.