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Team Lead - Know Your Customer, Krakow

Community Operations
in Krakow, Poland

About us?

We're changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we're a part of the logistical fabric of more than 600 cities around the world. Whether it's a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer. And that's just what we're doing today. We're thinking about the future, too. With teams working on new modalities, self-driving cars and even urban air transportation, we're in for the long haul. We're reimagining how people and things move from one place to the next.

Uber is evolving the way we move around the world, and by seamlessly connecting consumers to businesses through our apps, we make cities more accessible.

About the team?

Uber is expanding its footprint in financial services in the EU. To support Uber's foray into financial services, we are growing our compliance team.

The Know Your Customer (KYC) team provides support to allow Uber to adhere to EU payments and anti-money laundering regulations for all partners in the EEA.

KYC's goal is to prevent users who participate in money laundering and other forms of financial fraud and misdemeanors from committing a crime on Uber platform.

Who you are:

  • Cool and calm under pressure. You have superior organizational skills, integrity, and great follow-through on tasks.
  • Naturally curious. You love learning how things work and you're always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.
  • Word-savvy. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy or the importance of certain complicated metrics, communicating with stakeholders and team.
  • Passionate. You love Uber. You love your work. You are driven by helping others and being on the front-lines of a highly visible, fast-growing brand.
  • Agile. You can move quickly with care. You embrace change and can absorb new information with ease.

What you'll do:

Operations

  • Point of contact for the team and liaison between the team and regional operations
  • Queue management - help manage scheduling and priorities to make sure the queue stays under control at all times
  • Quality management - facilitating QA and close the loop talks
  • Ensure achievement of agreed KPIs at team level

Analytics

  • Facilitate and assist the team to achieve operational excellence
  • Consolidate and structure business insights for Operations and Compliance

Leadership

  • Inspire the team to become better with each passing day
  • Ensure healthy levels of team motivation and happiness, whilst maintaining operational excellence
  • Manage and help develop your team mates

Training

  • Helping organise onboarding of new team members and cross-trainings
  • Be a mentor for new team members when they join the team

What you'll need?

  • Excellent knowledge of English (written and spoken)
  • Experience in leading and managing teams of Anti-Money Laundering / Know Your Customer Analysts (AML/KYC) - minimum of one year
  • Exceptional communication skills. Your communication style is flexible to the situation. From communicating updates to your team, to discussing metrics with key stakeholders, or presenting to management, you communicate clearly and with a purpose.
  • Passion for helping others and creating operational processes.
  • Must work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes.
  • People managing skills
  • Ability to troubleshoot problems and find speedy resolutions.
  • Skilled at handling multiple issues at once.

We offer:

  • Base compensation + performance bonus
  • Private medical (covered by the company)
  • Uber credits (monthly allowance to spend on food delivery and rides)
  • Catered lunches and onsite snacks and drinks
  • Additional training and courses (clear career path)
  • Team building activities, company events
  • Relocation package (if you need to relocate to Poland for this role)
  • Friendly atmosphere, casual dress code

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.