Head of Operations (KYC & Support)

Limassol, Cyprus full-time office

The role involves managing and developing the already established KYC and client support functions. Processes are stable and structured; the main focus is on optimization, efficiency, and quality.

Tasks

• Maintaining the stability of KYC and Support processes • Monitoring SLA, CSAT, and compliance with regulatory requirements • Optimizing onboarding and customer experience • Increasing the efficiency of teams and tools • Scaling processes without quality loss • Developing self-service and AI-support solutions

Area of Responsibility

• Managing KYC and Support teams • Improving existing processes without rebuilding from scratch • Monitoring compliance and operational risks • Balancing speed, quality, and risks • Working with metrics and analytics • Collaborating with product for targeted improvements

Requirements

• Experience in KYC/AML and/or Customer Support • Understanding of compliance and operational processes • Team management experience • Data-driven approach • Experience in process optimization and scaling