Back Office Team Lead (On-Boarding)

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.