Team Lead - Partner Onboarding

About Tamara

Tamara stands as the premier fintech platform within Saudi Arabia and the GCC, dedicated to enabling users to realize their aspirations through developing the most customer-focused financial super-app globally. Serving millions across the region, it collaborates with notable brands including SHEIN, Jarir, noon, IKEA, Amazon, in addition to numerous SMEs. Tamara is recognized as Saudi Arabia’s first fintech unicorn, supported by prominent investors like Sanabil Investments (linked to the Public Investment Fund), SNB Capital, and Checkout.com, operating from its Riyadh headquarters alongside regional and global support teams.

Role Overview

The role involves leading the Partner Onboarding Team, overseeing the activities of partner care service members, and delivering continual performance feedback. You will strategize and supervise daily customer service operations, assist team members as needed, and cultivate their professional growth through coaching and development opportunities, all with a goal of enhancing the unique customer experience Tamara offers.

Key Responsibilities

• Supervise and evaluate customer service personnel activities, regularly providing constructive feedback.
• Plan and oversee daily customer service operations ensuring efficient workflow.
• Support customer service representatives in their tasks to facilitate smooth operations.
• Conduct training sessions on customer service standards and company policies.
• Evaluate AML and CFT risk factors including industry, geography, payment flows, and behavior, assigning appropriate onboarding risk ratings inline with policy.
• Accurately log all assessments, approvals, and evidence in Salesforce in a timely and auditable manner.
• Raise high-risk or suspicious cases to Compliance for enhanced due diligence or SAR filings per established escalation procedures.
• Keep abreast of regulatory shifts (e.g., from SAMA, CBUAE, FATF) and update screening protocols, checklists, and workflows accordingly.
• Collaborate daily with Commercial, Compliance, Product, and Risk teams to resolve onboarding challenges and clarify document requirements.
• Detect process inefficiencies and recommend workflow or automation improvements, such as data integration, enhanced rules engines, or reporting dashboards.
• Provide support for internal and external audits by compiling necessary evidence and responding to examiner inquiries.
• Monitor and report on key onboarding performance indicators like turnaround times, pass/fail rates, and false positive metrics to promote ongoing enhancements.
• Champion Tamara’s compliance-by-design philosophy to ensure merchants are onboarded securely, efficiently, and in full regulatory compliance.

Candidate Profile

• Possesses a Bachelor’s or Master’s degree in business administration, management, or a related field.
• Has between one and three years of experience in customer service or contact center roles, including at least one year in a supervisory or team leadership capacity.
• Demonstrates strong leadership abilities to organize and guide customer experience teams towards delivering excellent service.
• Skilled communicator, adept at engaging clients to understand and fulfill their needs.
• Exhibits excellent customer service aptitude to maintain positive client interactions.
• Brings 1–3 years’ practical experience in KYB due diligence, AML/CFT screening, or merchant onboarding within fintech, payment, or regulated financial institutions in UAE and KSA.
• Proficient with Salesforce or equivalent case management systems, ensuring audit-ready documentation and evidence management.
• Understanding of KYB essentials such as verifying trade licenses, UBO/shareholder analysis, and informed risk-based onboarding determinations.
• Familiar with sanctions and screening processes, including PEP and adverse-media checks utilizing tools like Dow Jones, Focal, World-Check, or LexisNexis.
• Knowledge of GCC regulatory frameworks, notably CBUAE KYC/AML Rulebook, SAMA AML Rules, FATF guidelines, with ability to interpret regulatory updates.
• Experience assisting audits and regulatory examinations with evidence compilation and responsive communications.
• Detail-oriented with a proactive mindset for identifying process gaps and advocating improvements while consistently meeting onboarding service level agreements.
• Holding professional credentials such as ICA Certificate in KYC & CDD, CAMS, ACAMS is beneficial but not obligatory.