Role summary
We are seeking a Team Leader for our Partner Onboarding Team. You will oversee and assess the activities of partner care service representatives, providing regular performance feedback. Leveraging your expertise in leadership, coaching, and staff development, you will direct daily customer service operations and help representatives reach their full potential.
Responsibilities
- Oversee and assess Partner Onboarding staff activities and provide regular performance-related feedback
- Strategize and monitor daily activities of customer service operations
- Assist customer service staff with duties where required
- Train staff in customer service areas and company policies
- Assess AML/CFT risk factors including industry, geography, payment flow, and behavior
- Ensure all findings, approvals, and supporting evidence are accurately logged and auditable in Salesforce in real time
- Escalate high-risk or suspicious cases to Compliance for enhanced due diligence or suspicious activity report filing
- Monitor regulatory changes from SAMA, CBUAE, and FATF and update screening rules, checklists, and playbooks accordingly
- Liaise daily with Commercial, Compliance, Product, and Risk teams to resolve onboarding blockers and clarify documentation requirements
- Identify process gaps and propose workflow or automation enhancements such as data integrations, rules engines, and reporting dashboards
- Support periodic internal and external audits by compiling evidence packs and answering examiner queries
- Track and report key onboarding KPIs including turnaround time, pass/fail rates, and false-positive ratios
- Uphold Tamara's compliance-by-design culture, ensuring every merchant is onboarded safely, efficiently, and in full regulatory adherence
Qualifications
- Bachelor's or Master's degree in business administration, management studies, or related discipline
- Prior experience up to three years in customer service or contact center
- Minimum one year of experience as a supervisor or team lead
- Leadership skills to organize and direct customer experience representatives ensuring high-quality service delivery
- Communication skills to effectively interact with clients and identify and process their requirements
- Customer service skills to courteously interact with clients ensuring positive customer experience
- One to three years of hands-on experience in KYB due diligence, AML/CFT screening, or merchant onboarding within fintech, payments, or regulated financial institution in UAE and KSA
- Proficiency in case management using Salesforce or similar workflow tool including documenting reviews, attaching evidence, and maintaining audit-ready records
- Solid grasp of KYB fundamentals including validating trade licenses, analyzing UBO and shareholder structures, and applying risk-based onboarding decisions
- Working knowledge of sanctions, PEP, and adverse-media screening using tools such as Dow Jones, Focal, World-Check, or LexisNexis
- Familiarity with GCC regulations especially CBUAE KYC/AML Rulebook, SAMA AML Rules, and FATF recommendations with ability to interpret regulatory updates
- Experience supporting audits or regulatory exams, assembling evidence packs, and answering follow-up queries
- Attention to detail and proactive approach to spotting process gaps, proposing improvements, and meeting tight onboarding SLAs
Education
Bachelor's or Master's degree in business administration, management studies, or related discipline
Experience
Prior experience up to three years in customer service or contact center, minimum one year as supervisor or team lead, and one to three years of hands-on experience in KYB due diligence, AML/CFT screening, or merchant onboarding within fintech, payments, or regulated financial institution in UAE and KSA
Skills
- Leadership and team organization skills
- Effective communication skills
- Customer service skills
- Salesforce or similar workflow tool proficiency
- KYB due diligence fundamentals knowledge
- Sanctions and PEP screening knowledge
- GCC regulatory knowledge
- Attention to detail and proactive approach
- Audit and regulatory exam support
Education · Experience · Type
Bachelor'sRequires 1+ yearsFull-timeOn-site · RiyadhSalary not stated