Team Lead Partner Onboarding📣 إعلان

About Tamara

Tamara is a leading fintech platform in Saudi Arabia and the wider GCC region. The company's mission is to build a customer-centric financial super-app, serving millions of users and partnering with major global and regional brands such as SHEIN, Jarir, noon, IKEA, and Amazon, alongside small and medium businesses. As Saudi Arabia’s first fintech unicorn, Tamara is backed by Sanabil Investments (a wholly owned company by the Public Investment Fund), SNB Capital, and ********** The company operates from its headquarters in Riyadh, with additional regional and global support offices.

Role Overview

Tamara is seeking a Team Lead, Partner Onboarding to join its team in Riyadh, Saudi Arabia. This full-time, onsite position is crucial for overseeing and assessing the activities of partner care service representatives. The Team Lead will be responsible for providing frequent performance feedback, coaching, and development opportunities to help team members reach their full potential. The role involves developing and monitoring the daily activities of customer service operations, assisting representatives as needed to ensure a high standard of partner experience.

Key Responsibilities

• Oversee and assess customer service staff activities, providing regular performance-related feedback.
• Strategize and monitor the daily activities of customer service operations.
• Assist customer service staff with duties where required.
• Train staff in areas of customer service and company policies.
• Assess AML/CFT risk factors (industry, geography, payment flow, behavior) and assign onboarding risk ratings in line with internal policy.
• Ensure all findings, approvals, and supporting evidence are accurately logged and auditable in Salesforce in real time.
• Escalate high-risk or suspicious cases to Compliance for enhanced due diligence (EDD) or SAR filing, following defined escalation paths.
• Monitor regulatory changes (*, SAMA, CBUAE, FATF) and update screening rules, checklists, and playbooks accordingly.
• Liaise daily with Commercial, Compliance, Product, and Risk teams to resolve onboarding blockers and clarify documentation requirements.
• Identify process gaps and propose workflow or automation enhancements (*, data integrations, rules engines, reporting dashboards).
• Support periodic internal and external audits by compiling evidence packs and answering examiner queries.
• Track and report key onboarding KPIs (turnaround time, pass/fail rates, false-positive ratios) to help drive continuous improvement.
• Uphold Tamara’s "compliance-by-design" culture, ensuring every merchant is onboarded safely, efficiently, and in full regulatory adherence.

Candidate Profile and Requirements

• A proven track record of 5-10 years of experience in leading and motivating teams.
• Proficiency in leading, providing coaching, feedback, and development opportunities.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work effectively with others through empathy and respect.
• A driven, determined, and curious team player with a positive, solution-oriented outlook.
• Comfortable with responding quickly and with urgency, demonstrating the ability to change course without losing momentum.

Work Environment

This is a full-time position based onsite at Tamara's offices in Riyadh, Saudi Arabia. The role requires collaboration across various internal teams including Commercial, Compliance, Product, and Risk.

Application Information

Candidates who meet the specified qualifications and are prepared to contribute to a dynamic fintech environment are encouraged to apply.