KYC Onboarding Program Manager

We’re looking for an experienced, self-starting, and collaborative KYC Customer Onboarding Program Manager to join our Customer Success organization. In this role, you’ll be a subject matter expert on customer identification, due diligence and enhanced due diligence, and customer risk rating, while supervising a team of onboarding specialists. You’ll be responsible for overseeing both the strategic vision and day-to-day operations of the program to ensure we’re adhering to all legal and compliance policies and measures, while also delivering a delightful onboarding experience for our customers.

Manage and grow the Customer Success department to support Blockchain’s product offerings and services:

• Hire, train, develop, and scale a team of KYC/onboarding specialists
• Manage the day-to-day operations of the KYC Onboarding Program including allocation of work, staffing coverage model, and overall productivity
• Supervise KYC contractor workforce, including conducting team meetings, 1:1s, and performance managing as necessary
• Design tactical and scalable KYC workflows and solutions to ensure onboarding is a seamless, timely and delightful experience for our customers
• Craft and implement clear KPIs and SLAs to help improve the team's performance and ensure all goals are met.
• In collaboration with our Compliance team, act as escalation point and be able to provide subject matter expertise on KYC related matters
• Act as a liaison between Customer Success, Compliance, Finance, Product, and Engineering teams on regulatory requirements, KYC workflow simplification, KYC-related product issues, and bug resolution.
• Identify KYC program issues, communicate them cross-functionally and drive them to resolution
• Manage the tools and systems used for automated customer onboarding and screening
• Develop and deliver reporting on key risk and performance indicators and workflow metrics for senior management with a view to improving customer experience, optimizing processes, and providing transparency regarding operating and control effectiveness.

Experience & Skills We’re Looking For:

• 2+ years experience managing front line support and KYC/CDD teams or 2+ years as KYC or AML program / project manager; preferably with Fintech or digital assets experience
• Strong understanding and subject matter expertise in KYC/AML
• Obsessed with providing best-in-class customer experience, and a clear understanding of how KYC onboarding flows can make or break a great customer experience
• Must be able to work in a fast-paced, diverse work environment with great follow-through
• Quick learner who can adapt well to a fluid business and regulatory environment
• Strong relationship building skills and experience working with team members of all level
• Exceptional analytical skills; advanced Excel skills a plus
• Highly motivated, self-starting, and self-sufficient; the right candidate for this role knows how to set vision and direction + execute without heavy supervision
• Fluent English, both written and spoken
• Passion for or experience in cryptocurrencies a plus

COMPENSATION & PERKS:

• Competitive full-time salary
• The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an exciting, emerging industry.
• Unlimited vacation policy; work hard and take time when you need it.
• Crypto Bonus paid after 12 months of service, for your first 3 years at Blockchain.com
• Great office location and remote working options at your line managers discretion.