Team Leader – AML (English Speaking)

About the role

This position leads a group of call‑center associates focused on anti‑money‑laundering (AML) services. The Team Leader ensures daily operations run smoothly, meets performance targets, and provides expert support on escalated customer interactions.

Key responsibilities

• Supervise day‑to‑day activities of call‑center agents, monitoring work and attendance in line with company policy and legal requirements.
• Coach and evaluate team members regularly to achieve and exceed weekly performance metrics.
• Identify performance issues, develop improvement plans, and implement corrective actions up to termination.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations, provide timely updates, and conduct regular team meetings.
• Handle escalated AML customer calls as a subject‑matter expert.
• Organise team activities, stay current on internal processes, and attend mandatory manager development training.

Required profile

• Fluent English (C1/C2 level).
• Proven AML experience – either 6 months in the company with prior relevant experience or 9 months overall.
• Consistently above‑average KPI performance over the last six months.
• No absenteeism or disciplinary actions in the past six months.
• Highly motivated, able to develop and coach team members.
• Strong communication skills and ability to work under pressure.
• Willingness to work a flexible schedule.

Required skills

• Anti‑money laundering (AML)