Job Opportunities API

Role Summary The Account Operations Team Leader is responsible for overseeing the KYC validation process and managing all case handling workflows within the Account Operations team. The role ensures compliance with regulatory requirements, maintains high accuracy standards, and drives timely resolution of all case types — from initial document validation through to account activation and bank submission. Requirements Key Responsibilities 1. KYC Validation & Document Control •       Supervise the full KYC validation process ensuring all customer data is accurate and matches the official ID •       Verify document clarity, full name, National ID number, phone number, address, signature, and data completeness •       Approve valid cases and escalate invalid cases with clear documented reasons •       Ensure correct document upload to the system and validate NID expiry against I-Score records   2. Re-sign Case Management •       Identify and manage re-sign cases resulting from incorrect phone numbers, missing signatures, wrong addresses, unclear documents, or data amendments •       Coordinate with Customer Care and Logistics  to notify customers, arrange corrections, and follow up until case closure •       Track re-sign cases and work to reduce recurrence through root cause analysis   3. Account Suspension & Unsuspension •       Initiate account suspension for: terminated customers, resignations, broken/expired/outdated NIDs, re-sign refusals, missing evidence, late delivery (30-day rule), and address changes •       Coordinate with Customer Success and Customer Care on suspension escalations •       Process unsuspension promptly once the issue is fully resolved and confirm account reactivation   4. Pending Upload & Missing Evidence Cases •       Detect and log cases with missing or incomplete customer documents on a daily basis •       Coordinate with the Customer Care to contact customers and collect required documents •       Verify document quality before uploading and confirm case closure after successful upload   5. Invalid, Broken & Expired NID Management •       Enforce the policy that no card is delivered or account activated using a broken, expired, or outdated NID •       Identify NID issues through I-Score verification and coordinate with customers to collect valid updated IDs •       Upload the renewed NID, update customer records, and submit to the bank only after full compliance is confirmed   6. Account Life Cycle (ALC) Management •       Manage cases where customers are transferred between companies, ensuring KYC records are updated with the new company's information •       Handle all ALC case types: existing card holders, cards at logistics, and new card cases •       Coordinate with Onboarding, Customer Success, Logistics, and the Bank to process renewals accurately   7. Bank Rejection Handling •       Receive, review, and categorise weekly bank rejections cases •       Report categorised rejections to the direct manager and resubmit all corrected cases within one week •       Provide feedback to Delivery Officers on rejection reasons to prevent recurrence   Qualifications & Requirements Education •       Bachelor's degree in Business Administration, Finance, Banking, or a related field Experience Minimum 3–5 years of experience in KYC, account operations, or a related banking / fintech environment At least 1–2 years in a team leadership or supervisory role  Experience with bank submission processes and