Straive - Operations Manager - Global FinCrime Operations

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.