Back Office Team Lead (On-Boarding) at Capital

Job Description

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.

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.

What you will get in return:

• Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.

• Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid

• Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.

• Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.

• Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!

• Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!

• Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.

Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.

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