Team Lead - Partner Onboarding

About the Job:
The company is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands as well as small and medium businesses.

We're seeking a Team Leader for our Partner Onboarding Team. As Team Leader, you will be crucial in overseeing and assessing the activities of our partner care service representatives, as well as providing frequent performance feedback. You will utilize your leadership abilities to coach and develop your team, ensuring exceptional customer experiences.

Your Responsibilities:

• Overseeing customer service staff activities and providing performance-related feedback.
• Strategizing and monitoring daily operations of customer service.
• Training staff in customer service and company policies.
• Assessing AML/CFT risk factors and assigning onboarding risk ratings.
• Ensuring compliance and assisting with regulatory audits.
• Identifying process gaps and proposing enhancements.

Your Expertise:

• Bachelor's or Master’s degree in business administration or a related discipline.
• Up to 3 years of customer service experience; at least 1 year in a supervisory role.
• Strong leadership, communication, and customer service skills.
• Experience with KYB due diligence, AML/CFT screening, or merchant onboarding within a fintech or regulated financial institution in UAE and KSA.
• Proficiency in case management on Salesforce or similar tools.
• Familiarity with GCC regulations and compliance requirements.
• Attention to detail and a proactive approach to process improvement.

Location:
Riyadh, Riyadh, Saudi Arabia

Work Conditions:
On-site, Full-time

Language Requirements:
Proficiency in Arabic and English is preferred.