KYC Team Manager

We are seeking a highly motivated and experienced KYC Team Manager to join our rapidly expanding team. Swan primarily onboards small and medium-sized companies and self-employed freelancers opening business accounts. While we use the term “KYC,” it also refers to Know-Your-Business (KYB) processes.

In this role, your focus is on the "big picture". Your mission is to scale our KYC department, optimize workflows for hyper‑growth, and lead the team to deliver high‑volume KYC cases while upholding our world‑class quality standards.

Your mission

Strategic Leadership & Scaling

• Drive team performance by identifying strategic growth paths to consistently meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for both output and quality.
• Prioritize key department projects, ensuring the KYC team is aligned with cross‑functional stakeholders to achieve organizational goals.
• Scale and optimize workflows by collaborating with Product, Engineering, and Risk departments to refine internal tools and automate processes.
• Monitor service quality and operational execution, implementing data‑driven enhancements to improve overall departmental efficiency.

People Management

• Lead and develop a high‑performing team, guiding the transition toward a more specialized, analysis‑focused department that embodies operational excellence.
• Conduct regular 1:1s to provide actionable feedback, mid‑year/annual performance reviews, and the implementation of Performance Improvement Plans (PIPs) when necessary.
• Cultivate a culture of growth by providing ongoing mentorship and coaching to enhance the maturity and technical skills of the team.

Governance, AML & Compliance

• Handle high‑level escalations from partners and conduct thorough retrospectives on incidents to prevent recurrence.
• Define and adapt Standard Operating Procedures (SOPs) in accordance with internal policies, evolving procedures, and applicable legislation.
• Maintain regulatory integrity by analyzing complex edge cases and collaborating with the Compliance team to translate new requirements into operational reality.
• Ensure the implementation and enhancement of new processes, fostering energy and momentum with various stakeholders to deliver consistent and scalable operations.
• Contribute to the maintenance of AML/KYC policies, ensuring all operational procedures are current and accurate.

Qualifications

• 5+ years of experience in KYC/AML/Financial Security at a fintech, payment institution, bank, or fast‑paced start‑up/scale‑up environment.
• At least 2 years of experience managing a team and its performance.
• Strong understanding of the AML/CFT regulatory framework.
• Proven success in formulating and executing strategies based on deep knowledge of operations metrics and analytics.
• Strong analytical skills and an eye for detail, enabling quick data‑informed decisions.
• Proactive in identifying systemic inefficiencies and leading continuous improvement projects that optimize workflow accuracy.
• Strong leadership and team management skills.
• Strong sense of production priority and urgency, allowing navigation of high‑volume environments while maintaining quality.
• Excellent communication skills in English.

We welcome applicants who are empathetic, skilled, and frank. It is okay if you don’t tick all the boxes — don’t let imposter syndrome prevent you from applying.

EEO Statement

Swan is committed to providing a caring work environment for all employees, regardless of age, sex, disability, sexual orientation, race, religion, or belief.

Perks and Benefits

• Holidays: 25 days plus RTT.
• Meal vouchers: A meal voucher card to cover meals on work days.
• Transport: Monthly mobility package for employees.
• Health insurance: Alan, meeting company agreement for sustainable mobilities.
• Sports: Discounts on subscriptions via Classpass and Gymlib.
• Well‑being support: Access to Moka Care for mental health and wellness.
• Hybrid remote policy: Option to work from home for 2 days per week.
• Offsite: Once a year a gathering to reconnect, deep‑dive into big topics, and relax.