Customer; KYC Team Lead​/SME

Job Description Purpose

To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

• Collaborate across multiple digital channels to personalise each interaction with a customer.
• Enhance the bank's digital capabilities when current technology is identified as not yet ready to support.
• Provide exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.
• Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.
• Support teams within the business operations function as needed, including risk management, compliance and collections.
• Comply with all regulatory requirements and internal policies related to customer care.

• Perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise; thorough understanding of the underlying principles and concepts within the area of expertise.
• Lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• For individuals without leadership responsibilities, develop technical expertise in work area, acting as an advisor where appropriate.
• Take responsibility for end results of a team’s operational processing and activities; manage risk and strengthen controls.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and precedents.
• Act as contact point for stakeholders outside the immediate function, while building a network of contacts.

As a KYC Team Manager / SME, you will be responsible for delivering high‑quality analytical work with a focus on KYC. You’ll work closely with internal and external stakeholders, contribute to financial crime prevention, and support key reporting processes across our function.

• Experience leading and managing a team.
• Delivering high‑quality analytical work with proven consistently high QA scores.
• Advanced financial crime knowledge with recent hands‑on experience in complex, high‑risk KYC cases.
• Proficiency in Excel, MI reporting, PowerPoint, and producing clear, accurate reports and slides.

• Broader understanding of AML or wider KYC finance disciplines.
• Barclaycard payments systems and process.
• Analytical mindset with attention to detail and problem‑solving capabilities.
• Ability to work independently, manage deadlines, and support continuous improvement across the team.

This role is based in Northampton.