Back Office Team Lead (On-Boarding)

Responsibilities:

Day-to-Day Operations
Oversee the end-to-end onboarding queue, making sure cases are reviewed accurately, decisions are documented, and SLAs are met.
Review and resolve complex cases - document verification, enhanced due diligence, Source of Funds, PEP and sanctions hits.
Apply jurisdiction-specific KYC rules correctly. Capital.com operates under multiple regulatory frameworks, and the standards differ meaningfully between them.
Serve as the first escalation point for the team on cases that fall outside standard procedure.
Spot patterns - in errors, document quality, or verification failure rates - and raise them proactively rather than processing them case by case.
Team Leadership
Lead a team of onboarding analysts across rotating shifts, including nights and weekends.
Track individual performance against KPIs and quality scores, and give feedback that's specific and actionable.
Coach the team on the reasoning behind decisions, not just the rules. People who understand why they're applying a standard make better calls on edge cases.
Take ownership of the QA feedback loop for your shift - when issues surface, find the root cause and address it.
Manage workload and shift coverage so the operation runs smoothly even when volumes spike or capacity changes.
Reporting and Communication
Keep senior management informed on performance, risks, and operational issues - clearly and without delay.
Work closely with Compliance and other internal teams. Know where your decision authority ends and where sign-off is needed.
Contribute to shift handovers, escalation logs, and queue reporting.

Requirements:

Experience in financial services (banking, fintech, payments, or regulated brokerage)
Hands-on experience in KYC, AML, or client onboarding with practical decision-making exposure.
Strong knowledge of KYC requirements under a major regulatory framework.
Solid understanding of document verification and sanctions/PEP screening.
Experience leading or supervising operational teams.
Ability to critically assess AI-assisted outputs and challenge inaccuracies.
Strong written English and clear communication skills.
High attention to detail with sound decision-making under pressure.