Financial Crime Operations - Manager

Customer Operations Manager

Hawk

About Us  Hawk is the leading provider of AI-supported anti-money laundering and fraud detection technology. Banks and payment providers globally are using Hawk’s powerful combination of traditional rules and explainable AI to improve the effectiveness of their AML compliance and fraud prevention by identifying more crime while maximizing efficiency by reducing false positives. With our solution, we are playing a vital role in the global fight against Money Laundering, Fraud, or the financing of terrorism. We offer a culture of mutual trust, support and passion – while providing individuals with opportunities to grow professionally and make a difference in the world.  YOUR MISSION As Customer Operations Manager at Hawk, your mission is to build and run the operating system behind a post-sales team that delivers implementation, customer success, data science, solution architecture and support to some of the most demanding financial institutions in the world. Working directly with the Chief Customer Officer, you will own the reporting, cadence, data and automation that lets a lean team run a global customer base with the discipline of an organisation three times its size. This is a senior individual contributor role with no direct reports: your leverage comes from systems, data and AI agents, not headcount. Where most operations roles maintain the machine, you build it, then teach it to run itself. KEY RESPONSIBILITIES * Own the weekly, monthly and quarterly operating cadence of the Customer team, including escalation reviews, forecast calls and account reviews, so leaders walk into every session with the right data already on the table. * Own customer health, adoption, utilisation, retention (GRR and NRR) and delivery metrics end to end, from definitions and pipelines through data quality to presentation, as the single source of truth used in every account conversation and every board pack. * Find the story in the data, not just report it: spot the account drifting towards risk, the leading indicator that predicts churn and the delivery pattern eroding margin, and put it in front of the people who can act. * Own professional services economics across the delivery portfolio: estimation discipline, resourcing and capacity planning, utilisation, margin, and the variance between scoped and delivered work, partnering with Finance on milestone and revenue reporting and keeping that variance visible, explainable and shrinking. * Administer and continually improve the operational toolchain, with Planhat as the customer system of record, PSA tooling for delivery, and the integrations into CRM, support and finance systems, holding the team and yourself to a simple bar: if it is not in the system, it did not happen. * Champion a standing mandate to automate every recurring operational workflow with AI tools and agents: reporting packs, data reconciliation, meeting preparation, health scoring and escalation triage are all candidates the moment they repeat. * Design, build and operate AI agents (Claude and similar) in production workflows, measure the hours they return to the team, and retire the manual processes behind them. * Produce the customer sections of board packs, QBR materials and executive dashboards: accurate, on time, every time. YOUR PROFILE * Typically seven or more years in professional services operations, customer success operations or revenue operations within SaaS or AI technology companies. * A builder’s track record. You have built and operationalised the operating model for a post-sales organisation in a scaling, high-growth business: the cadences, the metrics, the systems, the playbooks. You are a domain expert in how this is done, not a first-timer. * The right background: an embedded professional services organisation, a management consulting firm, or a sales or revenue operations function with genuine post-sales scope. * Expert-level data analysis. You understand the data, interrogate it and present it. Excel mastery is assumed, and experience with BI and analytics tooling is expected. * Hands-on AI capability. You use AI tools and agents (Claude or comparable) as a daily working instrument and have shipped real automation into operational workflows, not just experimented. * Operational tooling expertise. Expert with Planhat or comparable customer success platforms, PSA tools, and the CRM and finance systems they connect to. * An executive communicator. You turn data into a narrative a leader can act on, and process into clarity a delivery team will actually follow, in written and verbal English at executive standard. * The right instincts for the job: forensic attention to detail (you cannot let numbers that do not reconcile go until they do), automation over headcount, low ego and high ownership, and comfort presenting a board metric in the morning and fixing the data pipeline behind it in the afternoon. BONUS * Exposure to financial services, RegTech or financial crime compliance. * Experience supporting consumption-based or hybrid commercial models. * Experience working with distributed, multi-country teams.

Senior FinCrime Ops Manager

LemFi

LemFi (Series B) is building the go-to financial app for the Global South. Moving to a new country shouldn’t mean starting from zero. That's why our team of 400+ spanning 20+ countries is building a financial ecosystem that helps immigrants stay connected to home, build stability, and create wealth regardless of where they are from or where they live. What began as fast, affordable remittances is now evolving into a complete platform for multi-currency accounts, payments, credit, and long-term financial growth. With millions of users across the globe, we process over $1B in monthly transactions to 30+ countries, proving that borders shouldn't limit financial opportunity. ABOUT THE ROLE You'll own and run LemFi's Financial Crime Operations, sitting at the heart of how we protect customers while keeping the product fast, accessible, and fair. This is hands-on operations leadership. You're accountable for live decisioning, investigations, unblocks, and the continuous improvement of in-life controls. You'll manage a team of 20-30 analysts, and you'll design, run, and improve an operation that balances fraud prevention, customer experience, and growth in a high-volume, fast-moving environment. You won't just manage queues. You'll think like an operator, move like a business owner, and build a team that makes consistent, risk-based decisions at scale. WHAT YOU'LL BUILD AND OWN * Lead the day-to-day Financial Crime Operations function. Own investigations, unblocks and fraud decisioning for in-life customers, and set the standard for how work flows through the operation. * Own operational outcomes: time-to-unblock, investigation turnaround, throughput, decision quality, and SLA performance as volumes scale. * Continuously assess and improve operational controls to reduce false positives and unnecessary friction. Use real operational insight, not just design-on-paper thinking. * Partner with Product and Data to refine rules, unblock logic, and experiments that improve conversion while maintaining risk standards. * Manage and mentor a team of 20-30 Financial Crime analysts. Build a culture of ownership, sound judgement, and customer awareness. * Monitor trends in alerts, unblocks, false positives and investigation outcomes. Translate data into practical operational changes that improve speed, quality and customer outcomes. * Collaborate with Compliance and the MLRO on escalations, SARs and regulatory matters. Act as the operational voice in discussions around risk, controls, and regulatory expectations. YOUR EXPERIENCE * 6+ years in Fraud or Financial Crime Operations, with at least 3 years in a leadership role. * Strong experience managing live investigations, unblocks, alerts and decisioning in a fintech or high-volume financial environment. * Proven ability to run and improve operational workflows, SLAs and performance metrics. * Experience partnering closely with Product, Data or Engineering teams on control performance and operational improvements. * Solid analytical capability (Excel or similar tools) to assess trends and operational effectiveness. * Leadership experience managing and developing teams at scale. NICE TO HAVE * Experience working with machine learning or rules-based decisioning systems. * Cross-border financial operations experience. WHY JOIN LEMFI? Love shouldn’t be expensive, yet those working hardest for their families often face predatory fees and banking exclusion. We're changing this. At LemFi, you won’t be just a cog in a machine. Whether designing products, scaling operations, or telling our story, you’ll tackle complex challenges with real, immediate impact. Your work goes beyond metrics - it puts money back in families’ pockets and offers access to the previously excluded. Join us to make a meaningful difference, where high performance is a lifeline for millions. You can connect with us on LinkedIn and Instagram and if you haven't already, download the app on the App Store or Google Play.

Anti-Financial Crime & Onboarding Manager - 6 Month FTC

LHV Bank

LHV Bank Limited is a UK-licensed bank operating across three core business segments: Retail Banking, SME Lending, and Banking Services (BaaS). The bank is a wholly owned subsidiary of LHV Group, a listed financial services provider headquartered in Estonia. LHV Bank operates under a full UK banking licence granted in May 2023. The Bank supports over 200 fintech clients with embedded financial infrastructure, provides retail savings products via digital channels, and offers SME credit solutions across the UK. In line with its regulatory responsibilities and growth ambitions, LHV Bank is committed to maintaining a robust and proportionate financial crime control environment. Expanding our services, LHV Bank now provides personal banking solutions. Our offerings include current accounts with competitive interest rates, fixed-rate bonds for long-term savings, and debit cards.  Customers can conveniently access these services through the LHV App, enabling secure account opening and management. We are currently seeking an experienced Anti-Financial Crime & Onboarding Manager, to support both our Anti-Financial Crime (AFC) efforts and client onboarding. This is primarily an office-based role, requiring a minimum of two days per week in the London office. Additional travel to Manchester may occasionally be required. About the job In this role, you will play a pivotal part in the frontline defence against financial crime, serving as a subject matter expert and point of reference for team members. You’ll be responsible for overseeing the quality and accuracy of due diligence performed by the frontline team, ensuring high standards are consistently met. You’ll work in close partnership with internal stakeholders and external partners to strengthen and evolve our AML and KYC processes, and provide regular updates via preparation of MI on financial crime risk. If you’re an experienced KYC professional seeking an opportunity to shape policies and procedures, support team development, and share your expertise across the wider function we’d be excited to hear from you. Key Responsibilities * As a 1st Line Anti-Financial Crime & Onboarding Manager you will be responsible for overseeing and supporting customer due diligence (CDD), enhanced due diligence (EDD), and transaction monitoring activities to ensure the Bank's compliance with anti-money laundering (AML) and Know Your Customer (KYC) regulations. You’ll play a critical role in identifying and mitigating financial crime risk at the frontline of customer interaction. * Oversee and support AML/KYC reviews on new and existing customers in line with internal policies and regulatory requirements. * Review and advise on suitability of customer documentation and verification (e.g., ID, proof of address, source of funds/wealth). * Assess and monitor screening and background checks using internal systems and third-party tools. * Manage and monitor investigations of alerts from monitoring systems conducted by the frontline, escalating suspicious activity as appropriate. * Liaise with internal teams to obtain missing information or resolve KYC issues. * Contribute to the overall continuous improvement and development of the AML/KYC operations by supporting the implementation of internal controls, process improvements and documentation updates. * Assist in the preparation of internal reports and MI relating to Financial Crime and AML. * Stay current on AML/CTF legislation, typologies, and regulatory expectations. Required Skills * Experience in a KYC, AML, or compliance role within a financial institution (preferably with experience in Commercial/SME Lending). * Working knowledge of the UK regulatory environment, including the Money Laundering Regulations, JMLSG Guidance, and FCA Handbook. * Familiarity with screening and case management tools e.g. LexisNexis, ComplyAdvantage, RiskNarrative, Dow Jones. * Team player with a proactive attitude and ethical mindset. * Strong attention to detail and investigative mindset. * Good written and verbal communication skills. * Ability to work under pressure and manage workload in line with SLAs. * Strong communication skills including the ability to forge new connections with existing stakeholders and escalate risks diligently in line with agreed processes. * Keen eye for detail and problem solving with an investigative mind and the desire to find solutions to problems independently and quickly using a risk-based rationale in line with relevant legislation.   Some of our benefits (only applicable to UK based roles not Internship programmes)  * Competitive salary &lots of opportunities to learn, grow and progress professionally. * Open and inclusive culture.   * Hybrid working. * Fantastic offices and great working environment. * Vitality Health Plan (includes private health insurance, travel insurance, gym discounts)  * Health cash Plan (Medicash health plan Level 3) * 6% employer pension contribution. * Life assurance – 4 x salary. * Income protection insurance – 75%   * 28 days holiday plus 3 additional days, & further days for various key life events as well as the opportunity to sell up to 5 days per calendar year. * Swap public/bank holidays each year for alternative days that align with your personal, cultural, or religious observances.  * Enhanced family friendly and family forming policies. * Access to a wide range of retail discounts.  * Team Socials.