Identity & Number Operations (KYC Operations Lead)

Join Vonage and help us innovate cloud communications for businesses worldwide!

Why this role matters:

Vonage is building a centralised KYC (Know Your Customer) and KYB (Know Your Business) capability that underpins the trust and integrity of our entire customer base. As a Senior KYC Analyst, you will lead this function day to day, setting the standard for how profile checks are completed, how customers are engaged and how the team operates.

You will be the primary escalation point for complex cases, a mentor to junior analysts and a key voice in shaping the processes, tooling and quality standards of a team being built from the ground up. Without strong senior leadership in this role, the KYC Ops function cannot scale effectively or maintain the consistency that compliance and fraud prevention demands.

Your key responsibilities:

- Lead the day-to-day operations of the KYC Ops team, ensuring workloads are managed effectively, quality standards are upheld and cases are resolved within agreed timescales.

- Act as the primary escalation point for complex or high-risk KYC/KYB profile checks, applying expert judgement to determine the appropriate course of action.

- Review and action automated profile checks that have failed or returned inconclusive results and oversee the team’s handling of manual vetting and validation tasks.

- Own the quality and consistency of customer outreach, ensuring documentation requests and compliance communications meet Vonage’s standards and regulatory requirements.

- Lead on complex profile management tasks including KYC to KYB associations, KYB to KYB linkages and consolidation of duplicate profiles and define the team’s approach to these workflows.

- Support fraud and compliance workflows by directing the collection of KYC and KYB information needed for Enhanced Due Diligence (EDD), working closely with Trust & Safety and Compliance teams.

- Drive the development and maintenance of process documentation, standard operating procedures and knowledge base articles, ensuring the team operates from a single source of truth.

- Analyse operational data to identify trends, surface blockers and propose process or tooling improvements that reduce manual effort and increase accuracy.

- Mentor junior analysts, providing guidance on complex edge cases, reviewing work quality and supporting their development.

- Lead operational reviews, reporting on volume, case resolution times and quality metrics to the KYC Ops Manager and wider stakeholders.

- Represent the KYC Ops team in cross-functional forums, contributing to product and tooling discussions that affect how profiles are managed.

- Contribute to the build-out of the KYC Ops function, helping to define team processes, onboarding materials and ways of working as the capability matures.

What you'll bring

- 6+ years of experience in a KYC, KYB, AML, fraud operations or compliance operations role, with demonstrable progression in seniority or scope.

- Deep expertise in reviewing and validating identity and business documentation, with a track record of handling complex or high-risk cases.

- Experience leading or mentoring a team, with the ability to set standards, manage quality and support the development of others.

- Excellent written and verbal communication skills, comfortable engaging with customers, internal stakeholders and senior leadership.

- Strong analytical skills with the ability to use operational data to drive improvements and report clearly on team performance.

- Thorough understanding of compliance frameworks including Enhanced Due Diligence (EDD) and fraud risk assessment processes.

- A structured, process-oriented mindset with the ability to build and document workflows from scratch in an evolving environment.

Experience we consider a plus:

- Experience working in a CPaaS, telecoms or technology business.

- Familiarity with Identity Verification (IDV) processes and tooling.

- Experience contributing to tooling or product requirements from an operational perspective.

- Exposure to KYC/KYB profile systems or customer data platforms.

- Experience working cross-functionally with Trust & Safety, Compliance, Registration or Customer Support teams.

How you’ll benefit:

- Attractive Discretionary Time Off.

- Private Medical Insurance with optional dependent coverage.

- OPD coverage

- Educational Assistance Reimbursement Program

- Opportunities for reimbursement for conferences, trainings, and other personal development events.

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

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Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.