Onboarding Team Leader

About us

Over the last 18 years, we have helped over a million satisfied customers move and manage their money. Our award-winning product portfolio allows our customers to make low-cost multi-currency payments across various payment products. From travel money to transfers, currency hedging, to expense management, we are focused on a single goal of making it easy for our customers to manage and move their money.

As a business, we are committed to delivering value to our customers through the combination of advanced payments technology and personal expert service. We’re doing this by hiring exceptional people and are now looking for an Onboarding Team Leader to join our team.

Within our offices in London, Chester, Los Angeles and Europe, Equals comprises of three business lines and brands - Equals Money, FairFX and CardOneMoney. You will join a very close-knit, talented and supportive team from various backgrounds who believe that bringing different perspectives together helps us understand our customers' needs. United, by one thing, making money management straightforward and cost-effective for our customers.

About the role

As an Onboarding Team Leader at Equals Group, you will play a crucial role in managing a team responsible for performing KYC checks and conducting risk assessments on new business and personal customer applications You will oversee day-to-day onboarding activities, ensuring compliance with AML regulations and the firm’s risk appetite framework In this leadership position, you will mentor and guide the team, driving productivity and ensuring high standards of accuracy and compliance You will also work closely with Compliance and Risk teams to manage escalations and implement process improvements that enhance operational efficiency and customer experience.

About you

We believe that certain skills are essential in order to be successful in this role and these are detailed below You may not have all the other skills we have outlined as desirable, we understand that and will still welcome your application We will carry out individual interviews for shortlisted candidates and assess who is best suited for the role after we have discussed everything with you.

Responsibilities 

• Lead, coach, and mentor a team of onboarding analysts to achieve KPIs, SLAs, and productivity targets

• Conduct regular performance reviews and provide constructive feedback to support team development

• Ensure consistent application of risk-based onboarding processes, including Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) requirements

• Oversee day-to-day onboarding activities, including customer verification, risk assessments, and sanctions screening

• Manage escalations and high-risk cases, ensuring timely and effective resolution

• Perform quality assurance checks to ensure compliance with regulatory requirements and internal policies

• Review and approve customer onboarding cases, ensuring decisions align with risk appetite and compliance standards

• Maintain accurate records and audit trails for all onboarding activities, ensuring transparency and accountability

• Identify potential risks and recommend mitigation strategies to enhance the effectiveness of the onboarding process

• Collaborate with Compliance, Risk, and Sales teams to resolve onboarding issues and provide subject matter expertise

• Drive continuous improvement initiatives to enhance efficiency, reduce onboarding friction, and improve customer experience

• Support the Head of Onboarding in implementing strategic initiatives and operational enhancements

Essential Skills

• Leadership and team management with a focus on coaching, development, and performance optimization

• Strong knowledge of AML, KYC, CDD, and EDD requirements, with the ability to interpret and implement regulatory guidelines

• Excellent problem-solving and decision-making abilities, particularly in high-risk and complex scenarios

• Analytical skills with the ability to identify trends, risks, and improvement opportunities from onboarding data

• Effective communication and stakeholder engagement skills, including the ability to manage escalations professionally

• Experience in quality assurance and maintaining high standards of accuracy and compliance

• Ability to prioritise and manage multiple tasks efficiently in a fast-paced environment

• Strong attention to detail with a proactive approach to risk identification and mitigation

Preferred Qualifications:

• Bachelor’s degree or equivalent experience in Finance, Business, or Compliance

• 5+ years of experience in onboarding, CDD, or AML within financial services

• Experience with onboarding platforms and compliance systems

• Certification in AML/KYC (eg, ICA, ACAMS) is a plus

Benefits

• A competitive salary benchmarked against a peer group.

• 25 days holiday per year + your birthday off

• Opportunities for progression, development and learning new skills - £250 towards the cost of learning & development.

• Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere

• GetActive with Aviva - Health and Wellbeing discounts on services and products

• Interbank currency rates on travel money and international transfers.

• Bupa Private Healthcare

• Free Eye Test and £50 up to the cost of glasses

• EAP Service - Mental Health Services

• Life Assurance Policy - x3 annual salary

• Contributory pension scheme

• Cycle to Work Scheme

• Season Ticket Loans

• Enhanced Parental Policies

• Complimentary tea, coffee, soft drinks and fruit

• We operate a hybrid working arrangement where possible

Working Arrangements

Where possible, we offer the opportunity to work flexibly and the opportunity to balance some remote working with time in the office collaborating, taking part in events and developing the social connections that make working with us rewarding.

Equals Group strives to create a workplace where we can all be ourselves. We believe in inclusion, equality and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work.