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At NALA we decided to prioritise two goals: reducing the cost and increasing reliability for sending money. We partner with governments to acquire licences, which in turn, these enable us to build innovative products and services, unlocking faster, safer, and more affordable cross-border payments.
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Your Mission
- You will own how vendors enter NALA.
- Your mission is to ensure every vendor is onboarded accurately, efficiently, and in full compliance with our internal standards and regulatory requirements.
- You will manage the onboarding process end-to-end — from documentation collection to verification and setup — ensuring that every vendor is correctly vetted, properly recorded, and ready to operate within our systems.
- This role is not just about processing information.
It’s about ensuring that:
- documentation is complete and reliable
- onboarding decisions are consistent and compliant
- vendors experience a smooth, professional onboarding journey
- You will be the first point of contact for new vendors, guiding them through requirements, resolving issues, and ensuring nothing falls through the cracks.
Your Responsibilities in this Role
Vendor Onboarding & Case Management
- Manage the end-to-end vendor onboarding process, from initial request to final setup
- Review and verify vendor documentation to ensure completeness and accuracy
- Ensure all onboarding activities align with internal policies and compliance requirements
Vendor Coordination & Communication
- Act as the primary point of contact for new vendors throughout onboarding
- Clearly communicate documentation requirements and timelines
- Respond to vendor queries and resolve issues efficiently
Compliance & Documentation Control
- Conduct preliminary checks on vendor information and compliance status
- Ensure all records are accurate, complete, and audit-ready
- Identify and escalate discrepancies, missing information, or potential risks
Cross-Functional Collaboration
- Work closely with Procurement, Compliance, Finance, and Operations teams
- Gather required approvals and information for vendor setup
- Ensure smooth coordination across teams involved in onboarding
Process Improvement & Reporting
- Track onboarding progress and key metrics (e.g. turnaround time, completion rates)
- Identify inefficiencies or recurring issues in the onboarding process
- Support improvements to workflows, documentation standards, and systems
Requirements
Must-have Requirements
- Experience in onboarding, operations, compliance, or administrative roles (preferably within fintech or financial services)
- Strong attention to detail and ability to manage documentation accurately
- Experience handling structured processes and high-volume workflows
- Strong communication skills, both written and verbal
- Ability to manage multiple onboarding cases simultaneously and prioritise effectively
- Basic understanding of compliance or regulatory requirements is an advantage
Nice to Have
- Experience with vendor onboarding, procurement, or third-party management
- Exposure to regulated environments (fintech, banking, payments)
- Familiarity with onboarding or case management tools
- Experience working cross-functionally with multiple teams
Benefits
- 23 Days Off Plus KE Bank Holidays: Take the time to decompress. Working at a startup is hard!
- Birthday Leave: Celebrate your special day with a bonus day off to take off in that month.
- Enhanced Parental Leave: We offer 16 weeks of full pay for the primary caregiver and 4 weeks of full pay for the secondary caregiver (After a 6-month probationary period)
- Learning Budget: Fuel your growth with $1000 annually for learning and development.
- Monthly Socials: Join fun social events every month for great times.
- Free Coffee: Enjoy barista-style coffee at your fingertips.
- Free Lunch: Every day
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Your Mission
- You will own how customers and partners are onboarded into RAFIKI, leading a team responsible for reviewing, verifying, and approving onboarding cases across markets.
- Your mission is to build and run an onboarding operation that is fast enough to support growth, rigorous enough to meet regulatory standards, and precise enough to ensure every decision is accurate and defensible.
- You will lead a team of analysts handling KYC/KYB reviews, documentation checks, and onboarding decisions, ensuring cases are processed efficiently, compliance requirements are met, and records are maintained to a high standard. This includes overseeing day-to-day case handling, guiding decision-making on complex or high-risk profiles, and ensuring consistency in how onboarding policies are applied.
- This role goes beyond managing queues. You are responsible for building a system where:
- onboarding decisions are correct the first time
- documentation and data are reliable and audit-ready
- processes are structured, scalable, and continuously improving
- As NALA grows, onboarding complexity will increase across markets, products, and regulatory environments. Your role is to bring clarity, control, and operational discipline to that complexity, ensuring we scale without compromising on compliance or customer experience.
Your Responsibilities in this Role
Team Leadership & Case Ownership
- Lead, coach, and manage a team of onboarding analysts handling KYC/KYB reviews, vendor/customer onboarding, and documentation verification
- Oversee daily case queues, ensuring timely, accurate, and consistent onboarding decisions
- Provide real-time guidance on complex or high-risk cases, supporting sound judgment and escalation where needed
- Set clear performance expectations and drive accountability across quality, speed, and accuracy
Onboarding Operations & Workflow Management
- Own the end-to-end onboarding process, from document collection to final approval
- Ensure all onboarding cases are processed in line with internal policies and regulatory requirements
- Maintain structured, efficient workflows across queues, SLAs, and case prioritisation
- Identify bottlenecks in onboarding journeys and implement solutions to improve turnaround times
Compliance, Risk & Decision Quality
- Ensure onboarding decisions meet KYC/KYB, AML, and regulatory standards across all markets
- Partner closely with Compliance and Legal teams to interpret and apply policy updates
- Maintain high-quality, audit-ready documentation and records
- Monitor and reduce errors, inconsistencies, and compliance risks in onboarding decisions
Performance & Continuous Improvement
- Own key onboarding metrics, including turnaround time, approval rates, error rates, and queue health
- Analyse trends and identify root causes of delays or quality issues
- Drive process improvements that increase efficiency without compromising compliance
- Introduce and support automation initiatives (including AI) to scale operations
Cross-Functional Collaboration
- Work closely with Compliance, Product, Sales, and Operations teams to align onboarding processes with business and regulatory needs
- Act as a key point of contact for onboarding-related queries and escalations
- Ensure smooth handoffs between onboarding and downstream teams
Quality Assurance & Standards
- Implement and maintain QA frameworks to ensure consistency in onboarding decisions
- Conduct regular audits and reviews of analyst work
- Establish clear guidelines and playbooks for onboarding processes
- Continuously raise the bar for quality, accuracy, and operational discipline
Requirements
Must-have Requirements
- 3+ years experience in onboarding operations, compliance, or legal within financial services or fintech, with direct exposure to KYC/KYB and customer/vendor onboarding workflows
- At least 2 years of team leadership experience, managing analysts in a high-volume, detail-heavy environment
- Strong working knowledge of regulatory requirements (KYC, KYB, AML, CDD) and how they are applied in real onboarding decisions
- Proven experience managing end-to-end onboarding processes — including document collection, verification, decisioning, and record-keeping
- Track record of improving operational performance, including turnaround times, quality/accuracy, and queue management
- High attention to detail and decision accuracy, with the ability to review complex cases and make sound, defensible judgments
- Experience handling escalations and high-risk cases, with confidence in applying policy and knowing when to escalate
- Strong analytical and problem-solving skills, with the ability to identify patterns, diagnose root causes, and implement improvements
- Experience working cross-functionally with Compliance, Legal, Product, or Commercial teams
- Comfort operating in fast-paced, ambiguous environments, with the ability to create structure and prioritise effectively
Nice-to-have Requirements
- Experience in a high-growth startup or scaling fintech environment
- Exposure to multi-market or cross-border onboarding operations
- Experience implementing process automation or AI-driven onboarding workflows
- Familiarity with onboarding, compliance, or case management tools
Benefits
- 23 Days Off Plus KE Bank Holidays: Take the time to decompress. Working at a startup is hard!
- Birthday Leave: Celebrate your special day with a bonus day off to take off in that month.
- Enhanced Parental Leave: We offer 16 weeks of full pay for the primary caregiver and 4 weeks of full pay for the secondary caregiver (After a 6-month probationary period)
- Learning Budget: Fuel your growth with $1000 annually for learning and development.
- Monthly Socials: Join fun social events every month for great times.
- Free Coffee: Enjoy barista-style coffee at your fingertips.
- Free Lunch: Every day
go to method of application »
Your Mission
- At NALA, customer support is where trust is built. We are hiring a Customer Support Team Lead to own how we show up when it matters most: when transactions fail, money is delayed, and customers need fast, clear answers. Your mission is to deliver reliable, high-quality support at scale while ensuring every interaction strengthens confidence in NALA fintech.
- You will lead a team, own performance end-to-end, and continuously improve how we operate across markets. This is a hands-on role, you’ll stay close to the work, step into escalations, coach in real time, and fix what’s broken. As we scale, your role is to bring structure to complexity and build a support function that is fast, consistent, and trusted.
Team Management & Leadership
- Lead, coach, and develop a high-performing team of customer support representatives
- Set clear performance expectations and accountability standards
- Conduct regular 1:1s, performance reviews, and real-time coaching
- Build a culture of urgency, ownership, and customer obsession
- Identify and address performance gaps quickly and effectively
Performance & Metrics Ownership
- Own key support metrics end-to-end:
- CSAT
- First Response Time
- Resolution Time
- Backlog and escalation rates
- Monitor performance daily and take proactive corrective action
- Identify trends, diagnose root causes, and implement improvements
- Build reporting rhythms and provide clear performance insights
Escalation & Incident Management
- Act as the primary point of contact for complex or high-risk customer issues
- Resolve escalations quickly while maintaining customer trust
- Establish and refine escalation frameworks and response protocols
- Partner with Product, Ops, and Compliance on critical incidents
Operations & Process Improvement
- Identify inefficiencies in support workflows and customer journeys
- Design and implement scalable processes and playbooks
- Improve tooling, routing, and support operations for speed and consistency
- Continuously optimise how the team works as volume and complexity grow
Customer Insights & Cross-Functional Impact
- Translate customer feedback into actionable insights
- Partner with Product and Operations to improve user experience
- Surface recurring issues and influence product or process changes
- Act as the voice of the customer internally
Quality Assurance Oversight
- Implement and maintain QA frameworks and support standards
- Ensure adherence to regulatory and compliance requirements
- Conduct regular audits and maintain consistency across interactions
- Drive continuous improvement in support quality
Requirements
Must-have Requirements
- Proven experience leading customer support teams in high-volume, fast-paced environments (fintech, payments, or similarly complex operations strongly preferred)
- Strong ownership of support performance metrics (CSAT, first response time, resolution time, backlog, escalations) with a clear track record of improving them — not just reporting on them
- Hands-on operator mindset — comfortable getting into the detail, handling escalations, and fixing issues directly when needed
- Experience building or improving support processes — including workflows, escalation frameworks, QA, and performance management systems
- Ability to coach and manage performance — setting clear expectations, giving direct feedback, and driving accountability within a team
- Strong problem-solving and analytical skills — able to identify patterns, diagnose root causes, and implement effective solutions quickly
- Experience working cross-functionally with Product, Operations, and Compliance to resolve issues and improve customer experience
- Clear, structured communication skills — able to simplify complex issues for both customers and internal stakeholders
- Comfort operating in ambiguity — able to create structure, prioritise effectively, and move quickly in a scaling environment
Nice-to-have Requirements
- Experience in a high-growth startup or scaling environment
- Exposure to cross-border payments, remittance, or financial services
- Familiarity with support tools and systems (e.g. CRMs, ticketing platforms, QA tools, reporting dashboards)
- Experience managing multi-market or multi-corridor support operations
Benefits
Benefits
- 23 Days Off Plus KE Bank Holidays: Take the time to decompress. Working at a startup is hard!
- Birthday Leave: Celebrate your special day with a bonus day off to take off in that month.
- Enhanced Parental Leave: We offer 16 weeks of full pay for the primary caregiver and 4 weeks of full pay for the secondary caregiver (After a 6-month probationary period)
- Learning Budget: Fuel your growth with $1000 annually for learning and development.
- Monthly Socials: Join fun social events every month for great times.
- Free Coffee: Enjoy barista-style coffee at your fingertips.
- Free Lunch: Every day
Method of Application
Use the link(s) below to apply on company website.
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