Director, Fincrime Operations Excellence – UK/US

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Zepz

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2021

💳 Fintech

👥 B2C

💰 $165M Debt Financing - Zepz on 2025-03

Fintech • B2C

Zepz is a fintech company that operates digital remittance brands (notably WorldRemit and Sendwave) offering fast, secure, mobile-first cross-border money transfer services for consumers. The company emphasizes fair, fast and flexible payments, a world-class customer experience, and global reach — enabling app-based transfers to over 130 countries, with reported volumes of about $10 billion transferred and 50 million customer transactions in 2020 across more than 5,000 corridors. Zepz positions itself as customer-focused and growth-oriented, with hundreds of employees and multiple international offices supporting consumer remittances primarily to regions such as Africa and Asia.

📋 Description

• Conduct a rapid assessment of the current Fincrime operational state • Design and implement standard operating procedures for alert triage, investigation summaries, regulatory reporting, and queue management • Establish escalation paths, handoff protocols, coverage models, governance cadence, and operational infrastructure • Define queue-health targets, SLAs, backlog thresholds, productivity metrics, and capacity models • Implement real-time queue monitoring dashboards and lead productivity improvement programs • Own the Fincrime case management platform and define its product roadmap with Product • Ensure complete, auditable analyst decision records and reliable data quality • Define and enforce data-entry standards and workflow discipline • Design and own the quality control and quality assurance framework, including scoring, sampling, CAPA, and reporting • Establish error-rate baselines and improvement targets across control types • Ensure leadership coverage across active time zones through shift structures, handoffs, and asynchronous communication • Provide escalations and critical decisions outside standard business hours when required • Own queue health across TM alerts, screening hits, CRR reviews, and the SAR pipeline • Report operational performance monthly to the Sr. Director and compliance stakeholders • Serve as the primary operational voice in the fortnightly Fincrime Product Review • Interface with Compliance on quality findings, regulatory examination readiness, and control attestation • Manage direct reports and collaborate with Product, Operations, and Compliance across a globally distributed team

🎯 Requirements

• 5+ years in operations management within a high-growth fintech or regulated financial environment • History of architecting operational foundations, including quality control frameworks and SOPs, from the ground up • Proven track record identifying gaps or improvements and driving implementation • Direct involvement influencing internal tools to drive efficiency • Experience managing globally distributed teams across multiple time zones • Strong knowledge of AML controls across customer risk rating, sanctions screening, transaction monitoring, and fraud detection • Strong analytical and diagnostic skills for evaluating operational health and prioritizing high-impact solutions • Clear and structured communication skills to align Product, Operations, and Compliance leadership • Data proficiency and ability to establish key metrics and derive actionable insights from complex quality and operational datasets • Curiosity about AI and its application to analysis, processes, and communications • Practical professional experience using AI tools • Strong AI literacy, including prompting, evaluating AI output, and understanding AI limitations • Awareness of ethical and responsible AI use, particularly with sensitive data, customer experience, and compliance

🏖️ Benefits

• Remote-first culture with flexibility to work in your employing country • Unlimited annual leave • Great healthcare benefits • Employee discounts • Location-specific perks designed to support your whole life • Environment and support needed to excel