Vice President of Policy Assurance
ABOUT SINCH
Sinch is pioneering the way the world communicates. More than 200,000 businesses - including Google, Uber, Paypal, Visa, Tinder, and many others - rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.
Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.
At Sinch we "Dream Big", "Win Together", "Keep it simple", and "Make it Happen". These values are our foundation!
ABOUT THE ROLE
As the Vice President of Policy Assurance, you will be a critical executive responsible for ensuring that Sinch adheres to all product and regional compliance standards and policies. You will lead specialized teams dedicated to Know Your Customer (KYC), product and regional policy compliance vetting, and traffic and content monitoring. Your primary objective is to create a cohesive "One Sinch" experience by leading a global policy assurance department that leverages AI-driven tooling to improve speed and accuracy while optimizing operational expenses.
DESCRIPTION
- Build & Lead High-Performing Teams:
- Know Your Customer (KYC): Lead the team responsible for evaluating new customers, validating identities, assessing risk, and approving financial relationships.
- Product & Regional Vetting: Oversee the team that evaluates customer applications to use specific messaging products or operate within particular regions or countries.
- Monitoring: Direct the team that monitors traffic patterns and content to ensure customer messages adhere to product and regional/country requirements.
- Policy Implementation & Alignment: Ensure policies defined by each product and region are rigorously applied to all KYC, product vetting, and monitoring practices.
- Standardization: Align roles and responsibilities across various products and brands to create a unified "One Sinch" experience for customers.
- Tooling & Technology: Design and implement a single, unified set of tools for KYC, product vetting, and monitoring.
- Operational Efficiency: Design and implement strategies to reduce operational expenses by maximizing resources in low-cost regions and leveraging Artificial Intelligence (AI) to reduce manual work volume and improve resolution times.
- Budget Management: Develop and manage the Policy Assurance budget to ensure the optimal use of financial resources and third-party vendors.
Key Partnerships & Collaboration
- With Product: Ensure new or updated product-level policies are integrated into the automated and human vetting processes. Partner in designing customer portal features and documentation to improve customer self-service and the overall user experience.
- With Legal: Establish and maintain clear thresholds for Legal involvement when policy violations occur. Define action plans, communication templates, and resolution methods for policy violations.
- With Transformation & Data: Integrate Policy Assurance tools seamlessly with the broader organizational data fabric. Create, report on, and meet defined transformation milestones for the Policy Assurance department.
- With Customer Support: Deliver a consistent "One Sinch" experience to all customers. Educate support teams on Sinch's policies and compliance escalation procedures. Act as the primary point of escalation for complex customer policy questions.
Metrics for Success
You will be measured on your ability to balance co