WE ARE HIRING: Assistant Manager / Manager – KYC Operations

Location: Sri Lanka

Employment Type: Full Time

Industry: Banking & Financial Services / Financial Operations 

Key Responsibilities 

CDD & Customer Onboarding Operations

• Manage and oversee daily Customer Due Diligence (CDD) onboarding operations.
• Ensure all onboarding activities are completed in compliance with regulatory requirements, operational policies, and internal procedures.
• Monitor onboarding quality, accuracy, turnaround times, and service level performance.
• Ensure customer onboarding processes meet established compliance and operational standards.
• Drive a customer-centric approach while maintaining required risk and compliance controls.

Operational Management & Performance Oversight

• Manage the day-to-day operational performance of the CDD onboarding function.
• Monitor KPIs, SLAs, operational metrics, productivity levels, and service quality standards.
• Ensure operational targets are achieved while maintaining compliance obligations.
• Identify operational bottlenecks and implement corrective actions to improve performance.
• Support the development and execution of operational strategies that improve efficiency and customer experience.

People Leadership & Workforce Management

• Lead, coach, motivate, and develop a 365-day shift-based operational team.
• Drive performance management initiatives and ensure teams achieve service and operational objectives.
• Manage workforce planning, capacity management, resource allocation, and shift scheduling.
• Create a high-performance culture focused on accountability, compliance, service quality, and continuous improvement.
• Support employee engagement, learning, and development initiatives.

Process Improvement & Automation

• Drive continuous improvement initiatives across onboarding operations.
• Identify opportunities to automate manual processes and improve operational efficiency.
• Conduct workflow reviews and process analysis to enhance productivity and service delivery.
• Utilize operational data and performance metrics to recommend improvements.
• Support digital transformation and operational optimization projects.

Compliance, Audit & Risk Management

• Ensure strict adherence to regulatory requirements, audit standards, and internal compliance frameworks.
• Support internal audits, external audits, compliance reviews, and regulatory assessments.
• Identify operational risks and support the implementation of mitigation strategies.
• Ensure accurate documentation and maintenance of operational records.
• Maintain a strong governance and compliance culture across the function.

Candidate Profile

• Bachelor's Degree or relevant experience in Financial Services Operations.
• Professional certification in Credit Risk Management will be an added advantage.
• 5–7 years of experience in Banking or Financial Services Operations.
• Strong exposure to deposits, savings operations, onboarding operations, or related financial services functions.
• Proven experience managing 24x7 / 365-day shift-based operational teams.
• Strong understanding of finance industry regulations, compliance requirements, and operational procedures.
• Excellent people management and performance management capabilities.
• Strong stakeholder management and communication skills.
• Experience managing operational KPIs, SLAs, productivity metrics, and service performance.
• Strong analytical and problem-solving capabilities.
• Experience driving operational improvements, process optimization, and workflow enhancements.
• Ability to work effectively in a highly regulated, service-oriented environment.
• Strong leadership presence with the ability to build and manage high-performing teams.