蚂蚁金服Ant International-Merchant Services Lead-WorldFirst

• Lead the outsourced Account Manager team to deliver tailored service solutions for tiered merchants, ensuring an optimal platform service experience. Proactively drive merchant fund inflows and FX transactions to foster the growth of WorldFirst’s business. • Communicate and work cross-functionally with expert Relationship Managers, Sales & Partnerships team to service and delight our customers • Demonstrate great product knowledge，and keep up with new WorldFirst product functionalities and able to identify suitable customer. Offer client the right new prduct to help customers success with WorldFirst • Possess strong risk awareness and collaborate daily with Risk, AML, and Compliance…teams to ensure seamless coordination and safeguard merchant account security. • Possess foundational knowledge of financial systems and collaborate with the Customer Funds team to resolve customer fund related issues • Communicate articulately and probe intelligently to gain insight into the customers' experience • Provide excellent & speedy service, so that our customers happily continue to choose us & grow their businesses with WorldFirst day after day • Be our "customer voice" representative by updating records and highlighting any issues quickly for urgent resolutions

We are WorldFirst, an international payments business helping move money around the world. We became part of Ant Group in 2019, accelerating our mission to create the world’s best platform for international trade by combining WorldFirst’s products with Ant’s solutions aimed at enabling the digitalisation of the modern services industry globally. We have a shared purpose ‘to make it easy to do business anywhere'. Together, we are advancing our shared aim of bringing innovative, inclusive and affordable services to small and medium-sized businesses and online merchants in the rapidly growing area of cross-border trade. We are looking for a passionate individual who has Training and Quality Assurance experience to join our team and ensure that our Customer Success Managers are well trained and maintain the highest standards of service quality. Job Description: As a Customer Success Training and Quality Assurance Specialist at WorldFirst, you will be reporting directly to the Head of Quality Assurance and Complaints. Your responsibilities will encompass both training and quality assurance aspects. This role will cover training Customer Success Managers in Asia, the UK and Europe. There is also a small element of dealing with customer complaints. If you are passionate about training and quality assurance in the field of customer service, we encourage you to apply for this position. Key Responsibilities: 1. Training: • Conduct orientation sessions for new hires to introduce them to the company's values, culture, and expectations. • Deliver and create training materials and resources to support ongoing learning and development. • Collaborate with the CSM team leaders to identify opportunities for process improvements and training needs. As well as other members throughout the company. • Ensure that associates understand the regulatory requirements that are expected of them within the region in which they are based 2. Quality Assurance: • Regularly monitor and evaluate customer interactions with our various teams via phone calls, emails, and chats. • High proficiency in the English language, this role will require reviewing emails and chats for grammar and spelling mistakes. Also ensuring the right tone and structure is used. • Provide constructive feedback and coaching to improve customer experience and team performance/adherence to quality standards • Analyse data and prepare reports on quality assurance findings, identifying areas for improvement. • Conducting Root Cause Analysis to identify and evaluate quality trends, and contributing to the improvement of controls and reports. • Reporting any compliance failures to the Head of Quality and Complaints. 3. Complaints Handling: • To handle and manage complaints within the regions mentioned previously, experience is not required as training will be given.

The Oversight Manager is responsible for overseeing performance of outsourced functions (operations, affiliate), ensuring affiliates and outsourced entities operate in alignment with internal policies, contractual requirements, and applicable regulatory obligations. This role proactively manages issues, drive timely remediation, monitor adherence to expectations, and support ongoing enhancements to the outsourced oversight program. Success requires strong regulatory fluency, stakeholder coordination, and a structured, detail-oriented approach to oversight in a complex operational landscape. Main Responsibilities - Oversee the performance of outsourced/reliance functions and services, ensuring alignment with internal policy, contractual obligations, and regulatory standards – including enforcement of U.S. BSA-AML requirements. - Conduct periodic performance and compliance reviews of vendors and outsourced entities, with a focus on AML control execution, and SLA adherence. - Develop and maintain oversight protocols that reflect U.S. legal and regulatory expectations, applying consistent standards across all global outsourced operations. - Monitor for non-compliance with U.S. AML-BSA laws and internal controls; initiate timely escalation and enforce corrective actions as needed. - Lead cross-functional remediation efforts involving vendors and internal teams when performance issues or control failures arise. - Serve as the central liaison between internal stakeholders and affiliates/outsourced parties, ensuring regular reviews and alignment on regulatory expectations. - Validate that outsourcing relationships support the organization’s U.S. legal obligations, particularly under the BSA, FinCEN guidance, and related AML statutes. - Support regulatory examinations, audits, and internal reviews by providing documentation of oversight, monitoring activities, and remediation history. - Educate internal and external stakeholders on the application of U.S. laws in outsourced environments and advocate for consistent control execution across borders.

1. Transform customer needs into product solutions, spearhead ther implementation and continuous improvement of products. 2. Lead the planning and design of risk and security products, collaborate with teams in international business, risk policy, and risk operations to enhance risk control and security capabilities. 3. Analyze and optimize mechanisms from a risk control perspective for Ant International's customer experience, merchant services, and security operations, providing sound security and business advice.