Tarek Elagamy
Tallinn
Summary
Experienced and impactful KYC Operations Senior Team Lead with over 4.5 years of hands-on experience in compliance, due diligence, and team leadership, and over 10 years in operational management roles. Adept at driving operational efficiency and fostering talent development. Proven ability to drive performance, driving process improvements, reduce risk, and deliver scalable, mission-aligned solutions in fast-paced, regulated environments. Recognized for operational rigor. Expert in risk-based decision making, and influencing change through data-driven insights.
Overview
18
18
years of professional experience
Work History
KYC Operations Senior Team
Wise Europe Eesti filiaal
Tallinn
01.2023 - Current
- Lead multiple Team Leads and senior agents across different regions to drive team performance, collaboration, and development in line with Wise’s mission.
- Built a cohesive environment during organizational changes, successfully integrating agents from other teams and supporting probation success and internal mobility for high performers.
- Supported and mentored newly appointed Team Leads, guiding them through their first months in leadership, and helped others navigate performance and operational challenges.
- Took ownership of strategic initiatives including metrics reporting, QA tracking, capacity planning, and performance oversight across multiple squads.
- Partnered with other Senior Leads and the Area Lead to align team goals, share best practices, and improve process consistency across sites.
- Drove improvements in key performance metrics such as Pause Rate and CEFR through tailored coaching, regular SBS sessions, and weekly QA knowledge-sharing forums.
- Advocated for team needs, and surfaced feedback to leadership and product, ensuring operational changes are communicated clearly and executed smoothly.
- Represented the team in the absence of the Area Lead, overseeing monthly metrics delivery, and ensuring continuity in leadership and support.
- Contributed to hiring processes across regions, and collaborated with stakeholders to onboard new leads and agents effectively.
KYC (Due Diligence) Team Lead
Wise Payments Limited
Tallinn
02.2022 - 12.2022
- Delegating daily tasks to team members to optimize group productivity.
- Monitored team progress and enforced deadlines.
- Fostered positive employee relationships through communication, training and development coaching.
- Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands.
- Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions.
- Hire, lead, develop and manage a KYC team, including amongst others administrative tasks such as scheduling, interviewing, hiring, organizing team activities etc.
- Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
- Measure team KPIs, plan capacity and maintain focus on the customer experience.
- Develop effective operational processes, task allocation, training and performance management to deliver a great customer experience with a tightly managed cost base.
- Accountable for quality assurance of verification performed, taking decisions within our policy framework and working with compliance to evolve both our policies and processes.
- Understand and manage training the team on our regulatory obligations, how our policies fulfill them and our risk-based approach to deterring and preventing money laundering and financial crime.
- Able to represent the policies, processes and audible verification work to regulators and auditors.
- Communicate with customers as required to handle escalated or complicated cases with strong customer empathy as well as clear communication of decisions and policies.
- Work with product teams, customer support and across compliance to manage operational impact of changes and identify opportunities to improve the customer experience, increase automation or improve operational efficiencies.
Customer Due Diligence (CDD) Agent
Wise
Tallinn
09.2021 - 01.2022
- Conducted due diligence reviews based on internal policies and global regulatory obligations.
- Performed risk assessments, escalated suspicious activity, and liaised with compliance teams.
- Handled complex customer interactions and documentation reviews with strong attention to detail.
MEA KYC Senior Agent
TransferWise
Tallinn
10.2020 - 08.2021
- Reviewed customer and business verification documentation with a risk-based approach.
- Ensured compliance with local and international regulations while maintaining speed and quality targets.
- Provided guidance to junior agents, and contributed to training sessions.
Customer Support Associate (Business Team)
TransferWise
Tallinn
05.2019 - 09.2020
- Assisted with verification processes, collaborated with various teams to resolve customer issues, and flagged suspicious activity to relevant teams.
Customer Service Representative OPS Gateway
American President Lines (APL)
Tallinn
01.2019 - 05.2019
- Handling all Middle East gateway and all military logistics operations.
- Solving irregularity issues.
- Communicating with port operation departments.
- Communicating and cooperating with the HAZMAT team.
Deputy Station Manager
Turkish Airlines
Riyadh
03.2014 - 03.2018
- Oversaw airport operations, logistics, and customer experience across multiple locations.
- Built and managed large teams, handled regulatory engagement with customs and aviation authorities.
- Led crisis response for flight irregularities and operational disruptions.
Deputy Station Manager
Lufthansa German Airlines
Riyadh
08.2009 - 11.2013
- Supervised and optimized daily flight operations, resource allocation, and staff workflows.
- Managed flight irregularities, coordinated with port operations, customs, and AOC.
- Led training and induction of handling agents; ensured regulatory compliance.
- Oversaw shift planning, personnel matters, and performance development.
- Delivered exceptional customer service and built strong stakeholder relationships.
General Manager Passenger Sales
Lufthansa German Airlines
Alexandria
05.2007 - 08.2009
- Led a sales and operations team to exceed revenue targets and customer satisfaction KPIs.
- Developed strategic plans, pricing policies, and marketing initiatives.
- Handled key account relations with corporate agents and travel partners.
- Managed budget planning, operational targets, and internal procedures.
- Promoted a high-performance, ethical work culture and led staff development.
Education
Bachelor of Accountancy - Accounting
Alexandria University
Alexandria GovernorateHigh School Diploma -
E.B.S.
Alexandria GovernoratePrimary and Preparatory School -
E.G.C.
Alexandria GovernorateSkills
- Strategic Leadership & People Management
- Operational Efficiency & Process Improvement
- Risk-Based Decision Making
- Performance Management & KPI Monitoring
- Talent Development & Coaching
- Cross-Functional Collaboration
- Change Management & Stakeholder Alignment
- Customer-Centric Problem Solving
- Conflict Resolution & Crisis Management
- Communication & Influencing Skills (Written & Verbal)
- Analytical Thinking & Data Interpretation
- Workforce Planning & Capacity Forecasting
- Team Building & Culture Development
- Project Ownership & Delivery Under Pressure
- Stakeholder Reporting & Presentation Skills
- Adaptability in Dynamic, Fast-Paced Environments
Timeline
KYC Operations Senior Team
Wise Europe Eesti filiaal
01.2023 - Current
KYC (Due Diligence) Team Lead
Wise Payments Limited
02.2022 - 12.2022
Customer Due Diligence (CDD) Agent
Wise
09.2021 - 01.2022
MEA KYC Senior Agent
TransferWise
10.2020 - 08.2021
Customer Support Associate (Business Team)
TransferWise
05.2019 - 09.2020
Customer Service Representative OPS Gateway
American President Lines (APL)
01.2019 - 05.2019
Deputy Station Manager
Turkish Airlines
03.2014 - 03.2018
Deputy Station Manager
Lufthansa German Airlines
08.2009 - 11.2013
General Manager Passenger Sales
Lufthansa German Airlines
05.2007 - 08.2009
Bachelor of Accountancy - Accounting
Alexandria University
High School Diploma -
E.B.S.
Primary and Preparatory School -
E.G.C.
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