Assistant Manager / Manager – KYC Operations

WE ARE HIRING: Assistant Manager / Manager – KYC Operations

Location: Sri Lanka
Employment Type: Full Time
Industry: Banking & Financial Services / Financial Operations 

Role Overview 

We are seeking an experienced and operationally driven Assistant Manager / Manager – Customer Due Diligence (CDD) Operations to lead and oversee customer onboarding operations while ensuring compliance with regulatory requirements, internal controls, operational policies, and service standards. Reporting directly to the Head of Operations, the successful candidate will be responsible for managing Customer Due Diligence processes, driving operational excellence, maintaining compliance standards, leading large operational teams, and enhancing customer onboarding efficiency through continuous process improvement and automation initiatives. This role is ideal for a strong operations leader with experience in financial services, people management, compliance-driven environments, and 24x7 operational functions. 

Key Responsibilities 

CDD & Customer Onboarding Operations

• Manage and oversee daily Customer Due Diligence (CDD) onboarding operations.
• Ensure all onboarding activities are completed in compliance with regulatory requirements, operational policies, and internal procedures.
• Monitor onboarding quality, accuracy, turnaround times, and service level performance.
• Ensure customer onboarding processes meet established compliance and operational standards.
• Drive a customer-centric approach while maintaining required risk and compliance controls.

Operational Management & Performance Oversight

• Manage the day-to-day operational performance of the CDD onboarding function.
• Monitor KPIs, SLAs, operational metrics, productivity levels, and service quality standards.
• Ensure operational targets are achieved while maintaining compliance obligations.
• Identify operational bottlenecks and implement corrective actions to improve performance.
• Support the development and execution of operational strategies that improve efficiency and customer experience.

People Leadership & Workforce Management

• Lead, coach, motivate, and develop a 365-day shift-based operational team.
• Drive performance management initiatives and ensure teams achieve service and operational objectives.
• Manage workforce planning, capacity management, resource allocation, and shift scheduling.
• Create a high-performance culture focused on accountability, compliance, service quality, and continuous improvement.
• Support employee engagement, learning, and development initiatives.

Process Improvement & Automation

• Drive continuous improvement initiatives across onboarding operations.
• Identify opportunities to automate manual processes and improve operational efficiency.
• Conduct workflow reviews and process analysis to enhance productivity and service delivery.
• Utilize operational data and performance metrics to recommend improvements.
• Support digital transformation and operational optimization projects.

Compliance, Audit & Risk Management

• Ensure strict adherence to regulatory requirements, audit standards, and internal compliance frameworks.
• Support internal audits, external audits, compliance reviews, and regulatory assessments.
• Identify operational risks and support the implementation of mitigation strategies.
• Ensure accurate documentation and maintenance of operational records.
• Maintain a strong governance and compliance culture across the function.

Candidate Profile

• Bachelor's Degree or relevant experience in Financial Services Operations.
• Professional certification in Credit Risk Management will be an added advantage.
• 5–7 years of experience in Banking or Financial Services Operations.
• Strong exposure to deposits, savings operations, onboarding operations, or related financial services functions.
• Proven experience managing 24x7 / 365-day shift-based operational teams.
• Strong understanding of finance industry regulations, compliance requirements, and operational procedures.
• Excellent people management and performance management capabilities.
• Strong stakeholder management and communication skills.
• Experience managing operational KPIs, SLAs, productivity metrics, and service performance.
• Strong analytical and problem-solving capabilities.
• Experience driving operational improvements, process optimization, and workflow enhancements.
• Ability to work effectively in a highly regulated, service-oriented environment.
• Strong leadership presence with the ability to build and manage high-performing teams.

Ready to take your career to new heights? 

We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! 

Our client is looking for a skilled individual to fill the role of Assistant Manager / Manager – Customer Due Diligence (CDD) Operations. 

Apply now and see how you can be the perfect fit for this exclusive position!

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