About the job
About Us
Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We’re committed to putting the power of cryptocurrency in everyone’s hands sensibly and responsibly.
Since 2013, we’ve helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards. We don’t do memecoins.
Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We’re available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely
The role in a nutshell
You will form part of the Operations Onboarding team based in Cape Town and Kuala Lumpur, reporting to the Head of Customer Onboarding. You will work in a fast paced environment, collaborating with other business units, including Engineering, Product, Anti-Fincrime and Compliance teams, servicing the business on an international level together with the teams from South East Asia, Africa and Europe.
Your mission will involve
Helping Luno’s customers to onboard from multiple geographies and have a seamless experience onboarding as their first step in their journey with Luno.
Coordination and management of senior management approvals.
Manage the relationship with Customer Success and have oversight of EDD related tasks CS will be dealing with.
Drafting and implementing standard operating procedures and guidance to ensure compliance with regulations, including the reporting thereof.
Assisting in the implementation of new regulations or changes to existing regulations as it pertains to enhanced due diligence (“EDD”).
Establishing processes for, review of and managing of quality assurance.
Creating, implementing and managing role based training.
Governance and reporting in respect of team performance, progress tracking, service level agreements, key risk indicators and operational metrics.
Supporting the Head of Customer Onboarding in the planning and oversight of day to day team tasks.
Working with the Compliance Advisory team to ensure that our operations are regulatory compliant.
Collaborating with the wider Anti-Financial Crime team to ensure escalations are affected as and where needed.
External stakeholder management in conjunction with the Head of Customer Onboarding.
Supporting external and internal audits.
Supporting Luno’s onboarding of high risk customers efforts across multiple geographies.
Supporting the business with EDD related queries, including triaging received queries and resolution of questions pertaining to Luno’s compliance procedures.
Driving team objective setting, prioritisation and ensuring adherence to plan and strategy.
Signing off EDD reports before sending it for Compliance Advisory Sign off
Work closely across all functions, including Product, Engineering, Data, Operations, Customer Success, Legal, Anti-Financial Crime and Compliance to influence, advise and coordinate efforts and ensure strategic alignment and seamless execution of initiatives.
Leading a strong and high performing team that is poised for future growth through development, coaching, clear expectation setting and a strong focus on employee experience.
Create a positive team environment that instil trust, encourages world class performance and ensures clear transparent communications to align around the overall vision.
Ensuring that all relevant policies and procedures are followed to ensure customers are onboarded in compliance with local regulations, including but not limited to Anti-Money Laundering (AML), Counter Terrorist Financing (CTF) and Counter Proliferation Financing (CPF) as it applies to high risk customersDevelop insights and formulate strategic and operational recommendations and processes to enhance the Luno customer experience and the operational efficacy of the team.
In your first six months, you will
Have a thorough functional understanding of Luno’s Onboarding and EDD processes, tools and integrations.
Have a thorough understanding of the team’s day-to-day operational outputs and ensure that they are met.
Have a thorough understanding of the team’s current and upcoming projects and provide support in the delivery of them.
Support the execution of the Onboarding Operations team’s initiatives and greater business projects and vision.
Identify and understand the challenges and propose and initiate solutions to circumvent them.
Guide and support the team in the delivery of their OKRs.
‘The ideal Lunaut for this role, will have’
University degree from a recognised tertiary institution.
3 – 5 years’ relevant work experience in business and individual customer onboarding for high risk customers (EDDs).
3 years’ relevant work experience as a team leader in business and individual customer onboarding team.
High levels of EQ and proven experience in leading a team.
Relevant certifications (e.g. ACAMS) and demonstrable knowledge in CDD / EDD and matters pertaining to the broader AML, CTF and CPF
Experience in policy analysis, drafting of standards and process development.
Applies critical and creative thinking to create efficient processes.
Highly collaborative with outstanding relationship building skills.
Exercise leadership to lead change by initiating action, giving direction and taking responsibility to ensure delivery of objectives/goals/tasks/projects.
Ability to adapt within a fast-paced environment.
Strong attention to detail, report writing and documenting outcomes of investigations.
Interpret, prepare and represent complex management information.
The ability to influence and make recommendations confidently with the use of data and analyses, to various stakeholders including the senior leadership team.
Entrepreneurial, strong sense of responsibility and very high level of integrity.
Solid interpersonal, communication and negotiation skills.
Friendly, transparent, articulate and driven to succeed.
Familiarity with crypto-currencies will be highly advantageous.
High proficiency in English.
If not a South African citizen, an existing, valid permit to work in South Africa.
Life at Luno:
Forward-thinking and ambitious team that values diversity, hard work, and the continuous quest for excellence.
Remote but reachable work policy gives you the freedom to choose between working from home or the office.
Improve body and mind, with excellent private medical insurance.
Access to Learnerbly and Code Academy
Generous maternity / paternity and even paw-ternity for your furry friend.
Annual Inspiration Day.
A collaborative, friendly work community, with regular social events
Free lunch and snacks.
Free access to Headspace – a full library of guided meditations, sleep stories, and music.
0 fees with Luno from the day you start.*
Offer only available on Luno Instant Buy, not Luno Exchange
We are an equal opportunity employer and value diversity at our company. We do not negatively discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Benefits found in job post
– Medical Insurance
To apply for this job please visit boards.greenhouse.io.