Straive
Website:
straive.com
Job details:
About Us
Straive is a global leader in AI-driven value creation, business transformation, and Global Capability Center delivery, helping enterprises build scalable, technology-enabled operations.
The role supports a global ecommerce and social commerce financial crime program covering KYC/KYB, Sanctions, Transaction Monitoring, Enhanced Due Diligence, and regulatory reporting workflows.
Program Overview
This role supports a global FinCrime operations program for an ecommerce and social commerce environment. The operating model covers Transaction Monitoring, KYC/KYB, Sanctions, Enhanced Due Diligence, and regulatory reporting activities across a three-tier alert lifecycle.
The team is transitioning from primarily manual reviews to an AI-augmented model. Low-risk reviews will increasingly be automated, and the remaining AI Delta will require human reviewers to validate AI-generated outputs for accuracy, completeness, evidence quality, and risk appropriateness.
Because manual work will focus on higher-complexity exceptions, all roles require strong English reading comprehension, clear written English, structured case-note writing, and the ability to produce audit-ready narratives.
Experience Range
8 to 10 years of core financial crime process experience, including multi-team leadership across AML, KYC/KYB, Sanctions, Transaction Monitoring, EDD, regulatory reporting, QA, or BPO operations.
Location: Hanoi/ Ho Chi Minh, Vietnam.
- Candidate must be open for relocate to Vietnam.
- Candidate should have valid passport with minimum 5 Years of validity.
SLA and Quality Expectations
- KYC/KYB data confirming, data screening, Checker 1 and Checker 2: 2 business days.
- Enhanced Due Diligence investigations: 14 business days.
- Sanctions case review and disposition: 1 business day.
- Transaction Monitoring L1/L2 review of monitoring rules: 25 calendar days.
- Minimum quality and completion expectation: 95% or above, subject to internal quality control and client quality review.
- Core KPIs include alert SLA adherence, quality score benchmarks, and documentation completeness.
Role Summary
Own end-to-end delivery for the global FinCrime operations program across Transaction Monitoring, KYC/KYB, Sanctions, EDD, and regulatory reporting support. The Operations Manager is accountable for SLA achievement, quality, capacity, governance, client communication, people leadership, process maturity, and transition to an AI-augmented operating model.
Key Responsibilities
- Lead overall operations across L1, L2, and L3 workflows for Transaction Monitoring, KYC/KYB, Sanctions, EDD, and STR/SAR support.
- Track and ensure all SLAs are met, including sanctions 1-business-day SLA, KYC/KYB 2-business-day SLA, EDD 14-business-day SLA, TM 25-calendar-day SLA, and minimum 95% quality/completion expectations.
- Own daily, weekly, and monthly governance for volumes, backlog, aging, SLA risk, productivity, quality, staffing, shrinkage, training, and continuous improvement.
- Build a strong first-line control culture focused on evidence quality, accurate dispositions, clear English narratives, proper escalation, and regulatory defensibility.
- Manage Team Leads, SMEs, QA partners, trainers, workforce stakeholders, and process support teams to ensure consistent global execution.
- Drive the AI Delta operating model by ensuring teams validate AI outputs for accuracy, completeness, explainability, source evidence, and residual risk.
- Identify process risks, root causes, defect themes, staffing constraints, and control gaps; implement corrective and preventive action plans.
- Coordinate with client stakeholders, compliance teams, QA, technology, workforce management, and training teams for smooth delivery and issue resolution.
- Ensure physical/logical separation, confidentiality, access discipline, no personnel crossover where required, and adherence to client-specific playbooks.
- Support hiring, onboarding, certification, calibration, performance management, succession planning, and retention for analyst and team lead roles.
- Maintain readiness for regulator or FIU follow-up by ensuring case packs, evidence trails, and response materials are complete and timely.
- Use reported-case trends to identify emerging risks and feed improvements into policy, training, QA, and monitoring controls.
- Stay aligned with evolving AML, sanctions, local regulatory, and client policy expectations.
Leadership Capabilities
- Strong SLA ownership with ability to forecast risk, intervene early, and maintain delivery discipline under high-volume conditions.
- Strong financial crime domain judgment across AML, KYC/KYB, Sanctions, Transaction Monitoring, EDD, and regulatory reporting workflows.
- Ability to lead through ambiguity, balance speed with quality, and make risk-based operational decisions.
- Strong risk-based decision-making, with ability to balance policy requirements, source evidence, and operational urgency.
- Excellent English communication skills for executive updates, client governance, incident summaries, and written action plans.
- Strong people leadership, coaching, stakeholder management, conflict resolution, and performance-management skills.
- Data-driven operating style with ability to use dashboards, QA insights, trend analysis, and root-cause reviews to improve performance.
Key Skills and Experience
- 8 to 10 years of core financial crime operations experience, with demonstrated leadership of multi-layer teams across Transaction Monitoring, KYC/KYB, Sanctions, EDD, QA, or regulatory reporting support.
- Experience managing strict SLAs, quality targets, process transitions, client governance, risk escalations, and operational controls.
- Understanding of AI-assisted operations, automation impacts, exception handling, human-in-the-loop validation, and control testing.
- Ability to convert complex operational issues into clear action plans, measurable improvements, and client-ready reporting.
Tools, Certifications and Domain Exposure
- Ecommerce exposure or experience is mandatory, especially in marketplace, social commerce, digital platform, fintech, payments, or online seller-risk environments.
- Experience in ecommerce, fintech, payments, banking, BPO, or global capability center environments.
- CAMS, CFE, CGSS, Lean Six Sigma, PMP, or equivalent certification is preferred.
Work Model, Shifts and Floor Protocols
- This is a complete work-from-office role. Work from home and hybrid working arrangements are not applicable for this project.
- The process operates 24/7 and requires rotational shifts, including rotational night shifts based on business and client requirements.
- Weekend coverage is required based on rostered shifts; weekly offs will be scheduled on weekdays when weekend coverage is assigned.
- As this is a new project, training will be conducted during night shifts for the first couple of months.
- The team may continue working night shifts during the first few months after training to support go-live stability, SLA adherence, and operational readiness.
- All work will be performed inside a clean room / ODC environment with controlled access.
- No electronic devices will be permitted inside the operations floor, including personal mobile phones, smart watches, storage devices, cameras, or other unauthorized devices.
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