Role SummaryThe Account Operations Team Leader is responsible for overseeing the KYC validation process and managing all case handling workflows within the Account Operations team. The role ensures compliance with regulatory requirements, maintains high accuracy standards, and drives timely resolution of all case types — from initial document validation through to account activation and bank submission.RequirementsKey Responsibilities1. KYC Validation & Document Control• Supervise the full KYC validation process ensuring all customer data is accurate and matches the official ID• Verify document clarity, full name, National ID number, phone number, address, signature, and data completeness• Approve valid cases and escalate invalid cases with clear documented reasons• Ensure correct document upload to the system and validate NID expiry against I-Score records 2. Re-sign Case Management• Identify and manage re-sign cases resulting from incorrect phone numbers, missing signatures, wrong addresses, unclear documents, or data amendments• Coordinate with Customer Care and Logistics to notify customers, arrange corrections, and follow up until case closure• Track re-sign cases and work to reduce recurrence through root cause analysis 3. Account Suspension & Unsuspension• Initiate account suspension for: terminated customers, resignations, broken/expired/outdated NIDs, re-sign refusals, missing evidence, late delivery (30-day rule), and address changes• Coordinate with Customer Success and Customer Care on suspension escalations• Process unsuspension promptly once the issue is fully resolved and confirm account reactivation 4. Pending Upload & Missing Evidence Cases• Detect and log cases with missing or incomplete customer documents on a daily basis• Coordinate with the Customer Care to contact customers and collect required documents• Verify document quality before uploading and confirm case closure after successful upload 5. Invalid, Broken & Expired NID Management• Enforce the policy that no card is delivered or account activated using a broken, expired, or outdated NID• Identify NID issues through I-Score verification and coordinate with customers to collect valid updated IDs• Upload the renewed NID, update customer records, and submit to the bank only after full compliance is confirmed 6. Account Life Cycle (ALC) Management• Manage cases where customers are transferred between companies, ensuring KYC records are updated with the new company's information• Handle all ALC case types: existing card holders, cards at logistics, and new card cases• Coordinate with Onboarding, Customer Success, Logistics, and the Bank to process renewals accurately 7. Bank Rejection Handling• Receive, review, and categorise weekly bank rejections cases• Report categorised rejections to the direct manager and resubmit all corrected cases within one week• Provide feedback to Delivery Officers on rejection reasons to prevent recurrence Qualifications & RequirementsEducation• Bachelor's degree in Business Administration, Finance, Banking, or a related fieldExperienceMinimum 3–5 years of experience in KYC, account operations, or a related banking / fintech environmentAt least 1–2 years in a team leadership or supervisory role Experience with bank submission processes and regulatory compliance Familiarity with I-Score systems and NID validation is a strong advantageStrong familiarity with Central Bank compliance regulationsStrong familiarity with Central Bank of Egypt (CBE) regulatory requirements, AML/CFT obligations, customer due diligence (CDD), enhanced due diligence (EDD), sanctions screening, politically exposed persons (PEP) requirements, and KYC onboarding controls, with the ability to translate regulatory requirements into effective operational processes and controls.Skills & Competencies• Strong attention to detail and accuracy in document review and data verification• Ability to manage multiple workflows and prioritise effectively under pressure• Clear communicator with strong cross-team coordination skills• Proficiency in MS Office, particularly Excel for case tracking• Analytical mindset with a proactive approach to error prevention• Customer-focused with a drive to resolve issues quickly and correctly Key Performance Indicators (KPIs)• Data & Compliance Monitoring: Monitor and reduce system validation error rates to ensure high data integrity across all digital inputs.• Banking Operations Management: Review failed bank transfers and ensure a 100% resubmission/resolution rate within a strict one-week SLA.• Account & Backlog Resolution: Investigate and resolve account suspensions and pending upload cases within agreed timelines, maintaining a zero aged-case backlog.• Identity Verification (KYC): Enforce strict National ID (NID) compliance, ensuring zero accounts or physical cards are issued with invalid, broken, or expired identification.• Trend & Pattern Analysis: Track operational accuracy patterns to identify recurring errors, optimize workflows, and maintain continuous improvement in system re-sign rates.• Risk & AML Escalation: Analyze complex cases for potential Anti-Money Laundering (AML) risks and collaborate with specialized Task Force groups for rapid resolution.BenefitsWhy Join dopay?Why Join dopay? Be part of a mission-driven company transforming payroll and financial inclusion in emerging markets. A collaborative and inclusive work culture with opportunities for growth and career development. Competitive salary and benefits package. Opportunity to shape the future of financial technology in Egypt and beyond. Join us at dopay and be a part of a team that’s transforming the financial landscape for the betterment of society in Egypt and beyond!-
Role Summary
The Account Operations Team Leader is responsible for overseeing the KYC validation process and managing all case handling workflows within the Account Operations team. The role ensures compliance with regulatory requirements, maintains high accuracy standards, and drives timely resolution of all case types — from initial document validation through to account activation and bank submission.
Requirements
Key Responsibilities
1. KYC Validation & Document Control
• Supervise the full KYC validation process ensuring all customer data is accurate and matches the official ID
• Verify document clarity, full name, National ID number, phone number, address, signature, and data completeness
• Approve valid cases and escalate invalid cases with clear documented reasons
• Ensure correct document upload to the system and validate NID expiry against I-Score records
2. Re-sign Case Management
• Identify and manage re-sign cases resulting from incorrect phone numbers, missing signatures, wrong addresses, unclear documents, or data amendments
• Coordinate with Customer Care and Logistics to notify customers, arrange corrections, and follow up until case closure
• Track re-sign cases and work to reduce recurrence through root cause analysis
3. Account Suspension & Unsuspension
• Initiate account suspension for: terminated customers, resignations, broken/expired/outdated NIDs, re-sign refusals, missing evidence, late delivery (30-day rule), and address changes
• Coordinate with Customer Success and Customer Care on suspension escalations
• Process unsuspension promptly once the issue is fully resolved and confirm account reactivation
4. Pending Upload & Missing Evidence Cases
• Detect and log cases with missing or incomplete customer documents on a daily basis
• Coordinate with the Customer Care to contact customers and collect required documents
• Verify document quality before uploading and confirm case closure after successful upload
5. Invalid, Broken & Expired NID Management
• Enforce the policy that no card is delivered or account activated using a broken, expired, or outdated NID
• Identify NID issues through I-Score verification and coordinate with customers to collect valid updated IDs
• Upload the renewed NID, update customer records, and submit to the bank only after full compliance is confirmed
6. Account Life Cycle (ALC) Management
• Manage cases where customers are transferred between companies, ensuring KYC records are updated with the new company's information
• Handle all ALC case types: existing card holders, cards at logistics, and new card cases
• Coordinate with Onboarding, Customer Success, Logistics, and the Bank to process renewals accurately
7. Bank Rejection Handling
• Receive, review, and categorise weekly bank rejections cases
• Report categorised rejections to the direct manager and resubmit all corrected cases within one week
• Provide feedback to Delivery Officers on rejection reasons to prevent recurrence
Qualifications & Requirements
Education
• Bachelor's degree in Business Administration, Finance, Banking, or a related field
Experience
- Minimum 3–5 years of experience in KYC, account operations, or a related banking / fintech environment
- At least 1–2 years in a team leadership or supervisory role
- Experience with bank submission processes and regulatory compliance
- Familiarity with I-Score systems and NID validation is a strong advantage
- Strong familiarity with Central Bank compliance regulations
- Strong familiarity with Central Bank of Egypt (CBE) regulatory requirements, AML/CFT obligations, customer due diligence (CDD), enhanced due diligence (EDD), sanctions screening, politically exposed persons (PEP) requirements, and KYC onboarding controls, with the ability to translate regulatory requirements into effective operational processes and controls.
Skills & Competencies
• Strong attention to detail and accuracy in document review and data verification
• Ability to manage multiple workflows and prioritise effectively under pressure
• Clear communicator with strong cross-team coordination skills
• Proficiency in MS Office, particularly Excel for case tracking
• Analytical mindset with a proactive approach to error prevention
• Customer-focused with a drive to resolve issues quickly and correctly
Key Performance Indicators (KPIs)
• Data & Compliance Monitoring: Monitor and reduce system validation error rates to ensure high data integrity across all digital inputs.
• Banking Operations Management: Review failed bank transfers and ensure a 100% resubmission/resolution rate within a strict one-week SLA.
• Account & Backlog Resolution: Investigate and resolve account suspensions and pending upload cases within agreed timelines, maintaining a zero aged-case backlog.
• Identity Verification (KYC): Enforce strict National ID (NID) compliance, ensuring zero accounts or physical cards are issued with invalid, broken, or expired identification.
• Trend & Pattern Analysis: Track operational accuracy patterns to identify recurring errors, optimize workflows, and maintain continuous improvement in system re-sign rates.
• Risk & AML Escalation: Analyze complex cases for potential Anti-Money Laundering (AML) risks and collaborate with specialized Task Force groups for rapid resolution.
Benefits
Why Join dopay?
Why Join dopay?
- Be part of a mission-driven company transforming payroll and financial inclusion in emerging markets.
- A collaborative and inclusive work culture with opportunities for growth and career development.
- Competitive salary and benefits package.
- Opportunity to shape the future of financial technology in Egypt and beyond.
Join us at dopay and be a part of a team that’s transforming the financial landscape for the betterment of society in Egypt and beyond!-
At dopay, we're not just building a fintech company—we're changing lives. Our goal is to make financial inclusion a reality for workers across emerging markets, starting with Egypt. Whether it's helping employees access their wages instantly or empowering them to save for their future, we believe in the power of financial literacy and access to drive social change.
At dopay, we're not just building a fintech company—we're changing lives. Our goal is to make financial inclusion a reality for workers across emerging markets, starting with Egypt. Whether it's helping employees access their wages instantly or empowering them to save for their future, we believe in the power of financial literacy and access to drive social change.
