Roberta Occhiuto

• Led KYC operations across the Americas, managing 6 team leads and up to 70 analysts while ensuring alignment with global compliance standards and internal risk policies.
• Owned the end-to-end customer onboarding function, building a performance-driven, people-first culture in a fast-paced environment.
• Built and scaled leadership capability by coaching high-performing teams and implementing a structured onboarding and development program for new leaders.
• Defined and communicated strategic performance objectives aligned with KPIs, SLAs, and compliance benchmarks, strengthening accountability across the department.
• Optimized operational efficiency through workflow prioritization and resource planning across multiple time zones.
• Analyzed performance data to identify trends, close operational gaps, and improve team productivity and service quality.
• Partnered with senior stakeholders on high-risk client escalations, ensuring sound risk assessment and well-documented decision-making.
• Collaborated cross-functionally to resolve complex operational issues and improve systems and process reliability.
• Managed and strengthened vendor partnerships in Brazil, improving quality standards, communication, and operational efficiency.
• Built strong relationships with banking partners through regular operational reviews, accelerating issue resolution and improving cross-border alignment.
• Led the redesign of the QA framework to enhance consistency, audit readiness, and overall case quality.
• Drove automation and workflow optimization initiatives to reduce manual effort and support scalable operations.
• Led weekly operational reviews to identify process gaps, present data-backed solutions, and ensure execution through structured action plans and follow-up.
• Led Performance Improvement Plans (PIPs) using a development-first approach, combining structured feedback, data-driven insights, and clear success metrics to drive sustainable performance improvement and employee growth.

Key Achievements

• Increased case quality from 75% to 95% in seven months by partnering with QA and L&D teams to implement a new QA framework and targeted coaching strategies.
• Established the São Paulo KYC team, hiring and onboarding 60 employees in under five months in collaboration with cross-functional stakeholders.
• Reduced weekly shrinkage by 50% through process optimization and best-practice sharing.
• Achieved MHT performance at the 50th percentile benchmark two months ahead of schedule, improving operational efficiency.
• Strengthened overall team performance and engagement through consistent communication practices and structured feedback routines.

• Led a cross-functional team of 12 specialists (KYC analysts, data analysts, and product support) across the U.S., Budapest, and Estonia.
• Managed day-to-day operations, including scheduling, workload distribution, and task prioritization across time zones to ensure consistent delivery.
• Owned the end-to-end KYC process for onboarding, periodic, and event-driven reviews, ensuring compliance with SLAs, internal policies, and global AML standards.
• Conducted quality reviews of KYC files, assessed risk factors, and ensured regulatory and policy alignment.
• Provided structured coaching and real-time feedback to improve case quality, consistency, and compliance accuracy.
• Supervised data analysts in performance reporting and trend analysis; partnered with product teams to enhance tools and streamline workflows.
• Led first-level QA and case escalations, coordinating with Compliance and Risk teams on high-risk client reviews and investigations.
• Partnered closely with Compliance teams to support escalated cases, providing operational context and ensuring timely, well-documented resolutions.
• Monitored and analyzed performance metrics, using insights to drive continuous improvement initiatives.
• Fostered a culture of ownership, accountability, and cross-border collaboration, working closely with Compliance Officers, Product, HR, and Partner teams.
• Led an on-site visit to Brazil to shadow vendor teams, strengthening partnerships and identifying process improvements that enhanced quality, efficiency, and collaboration.
• Traveled to Brazil to work directly with banking partners, conducting joint process reviews to align workflows and implement improvements in efficiency, compliance, and communication.

Key Achievements

• Led the highest-performing KYC team globally, achieving the lowest average handling time (AHT) while maintaining exceptional quality and compliance standards.
• Reduced end-to-end case resolution time from 7 days to 3 days by optimizing workflows and strengthening collaboration between partner and internal teams.
• Decreased team turnover by over 65%, from three departures per semester to one, by prioritizing team culture, engagement, and career development.
• Built a positive and high-engagement work environment through strong communication, teamwork, and recognition initiatives.

• Reviewed and verified customer identities, source of funds, payment reasons, and the nature of transactions during onboarding and periodic reviews.
• Conducted enhanced due diligence on high-risk customers, including politically exposed persons (PEPs), clients in high-risk jurisdictions, and entities with complex ownership structures.
• Analyzed and validated KYC documentation such as IDs, proof of address, corporate records, and evidence of source of funds and wealth.
• Assessed customer profiles against internal risk models and external regulatory requirements to determine appropriate risk ratings.
• Monitored customer activity to identify suspicious patterns indicative of money laundering, fraud, or other financial crimes, and escalated findings to relevant teams.
• Performed periodic reviews of existing clients based on their risk level to ensure ongoing compliance.
• Flagged and escalated potential compliance breaches and suspicious activity for further investigation or SAR (Suspicious Activity Report) filing.
• Utilized internal KYC platforms, AML screening tools, and databases such as LexisNexis, document verification tools, and case management systems to manage investigations.
• Conducted informal quality control reviews of peer casework in the absence of a dedicated QA function, ensuring consistency and accuracy in investigations.
• Delivered training to fellow specialists on document review techniques, red flags, and compliance best practices.

Key Achievements:

• One of only four specialists in the department, contributing to core KYC operations while maintaining high quality and efficiency.
• First Portuguese-speaking team member , supporting expansion into Brazil by helping create local procedures and delivering training to fellow specialists.
• Played a key role in hiring and onboarding new team members, supporting team growth and knowledge transfer.
• Acted as the main point of contact and operational lead for the U.S . team, providing day-to-day oversight in the absence of an on-site manager.