Customer Service & Support Jobs in London, United Kingdom (Now Hiring) — 2,349 open — Page 64

OFX is a leading financial operations company providing businesses and accounting firms with real-time financial control and visibility to do business anywhere in the world. With an innovative platform and 24/7 human support, OFX automates and simplifies doing business across borders, reducing risk and eliminating routine operational tasks. Offering global business accounts, payments to 180 countries in 30+ currencies and currency risk management solutions to simplify global payments. OFX further enhances business operations by providing corporate cards with spend management, bill payments, vendor management, and integrations with popular accounting and HRIS software, to help achieve better business solutions so accounting firms and businesses thrive.

Headquartered in Sydney, Australia, with offices globally, in the United States, Canada, United Kingdom, Ireland, New Zealand, Singapore and Hong Kong. OFX has been a trusted innovator in global money movement for over 25 years.

This customer-focused role oversees OFX EMEA’s onboarding team, with a focus on conducting and guiding KYC assessments for newly registered clients. The Team Leader ensures a smooth transition from online registration to full verification, maintaining adherence to local regulatory requirements, whilst driving consistency across onboarding workflows, operational efficiency and productivity. 

What you'll do 

Leadership Responsibilities: 

• Lead, manage and motivate the local Onboarding Team 
• Recruit, train, coach and develop direct reports ensuring team growth and succession. 
• Oversee individual performance for direct reports, through conducting regular productivity, SLA and quality reviews. 
• Effectively manage workflows to ensure coverage, reporting and escalations are appropriately managed. 
• Actively contribute to the planning and continuous improvement of the regional onboarding team as well as the global Operations team, where appropriate.  
• Conduct regular 1-1’s and annual reviews. 
• Lead by example, exemplify role model behaviours. 
• Reporting for the function. Analyse data & identify areas of concern or improvement.  Submit reports for compliance as required. 

Functional Responsibilities: 

• Actively lead the onboarding team by example, providing guidance and oversight where needed. 
• Proactively assist the team’s caseload during busy periods by onboarding accounts or assisting where the team requires help 
• Act as the subject matter expert in legal entity structures including Companies, Trusts, Partnerships, Associations, Charities, Government Entities, Co-operatives and offshore entities, ensuring knowledge is kept up-to-date. 
• Assess, perform and accept escalations of Enhanced Due Diligence (EDD), including AML/CTF checks, KYC analysis and client screening to ensure OFX fully understands its clients, their needs and payment flows. 
• Act as the escalation point for the Sales and Operations teams to support understanding of due diligence requirements for onboarding cases. 
• Communicate customer due diligence expectations to stakeholders and assist with associated queries where necessary (phone, email, teams, etc.). 
• Support the Head of Client Operations with key projects as and when required.  

Key stakeholders and collaboration: 

• Coordinate with Operations teams globally to provide a seamless, speedy and compliant service for all OFX clients. 
• Coordinate with the Compliance, Financial Crime Investigations and Legal teams for approvals and escalations, as required. 
• Actively collaborate with colleagues to contribute to the development and delivery of OFX strategic, business and operational plans. 
• Act as an ambassador for OFX, always promoting the best interests of the company, including the promotion of company values. 

What you bring 

• Experience in Client Due Diligence (CDD), EDD and fulfilling AML/CTF requirements. 
• Previous experience managing a team. 
• Knowledge of relevant AML/CTF regulations (especially in the UK and EU). 
• Experience in the use of analytical tools, coupled with an inquisitive and detail-oriented mindset. 
• Able to analyse data/reports to identify issues, trends and make suggestions based on these. 
• Ability to adopt a risk-based approach/mindset.  
• Ability to build and sustain effective relationships across varied stakeholders locally, regionally and globally. 
• Demonstrates proactive behaviour and a strong sense of initiative.
• Professional certifications/accreditations such as CAMS, ICA, CFE. 
• Understanding of and involvement in due diligence on Institutional clients, Investment structures, Managed Funds and offshore accounts. 
• Previous involvement in process design and improvement. 
• Experience using case management platforms such as Salesforce and Moody's products. 

This is a hybrid role with an expectation of 2 - 3 days in the office as a minimum.

We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

We operate as one team, cross-functionally and globally, to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.

• Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career, with leadership training, secondments, internal mobility and access to a large library of online learning.
• Make a difference. Through our Make a Difference program, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, which OFXers can use together or individually, as well as matched giving and the opportunity to nominate charity of choice every quarter.
• Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout outs.
• Showing our social side. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether it’s a wellbeing activity, end of year celebration, or a monthly team get-together, our team wants you to feel welcome!
• Benefits that mean something. We offer a range of fantastic benefits, including primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave, you'll feel well-supported at OFX.
• A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture.

At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at .

We encourage you to apply if this role aligns with your career aspirations.

At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at .

We encourage you to apply if this role aligns with your career aspirations.