Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
Our small and extremely capable team of Gurgaon-based colleagues strive to make the impossible happen for our inbound and outbound travelers within this big and diverse market. ACC is providing varied services under Community Support thereby providing world-class customer experience to our customers. Besides this, ACC is also building deep capabilities for different verticals like Homes, Finance Technology Group, Finance Shared Services, Payments, Analytics, etc.
The Payments (Payments Risk and Compliance Team) team’s mission is to keep the online payment ecosystem safe and optimized to enable anyone, anywhere to pay and be paid with confidence, create a world-class compliance organization and have a data driven approach to building an innovation friendly, scalable compliance program. Our goal is to ensure that Airbnb Payments can grow in a safe fashion, with risks appropriately measured and mitigated.
The Difference You Will Make:
The KYC Supervisor supports Airbnb’s Global Payments Operations. This position is a combination of responsibilities that includes leadership support, Compliance ops expertise and project coordination. This role requires building and maintaining relationships with the following stakeholders, outside your Reporting line:
- Project Managers, Operations Analyst, Partner Management, Foundation team, Product and Engineering team
- Content, Policy, Training, Quality, Partners, as potential Cross-functional Areas of Focus*
A Typical Day:
- Manage day-to-day operations, staffing, and scheduling for Core Operations
- Serve as subject matter expert; handle escalated or urgent cases and issues
- Track Core Operations and SLA/performance metrics (productivity, quality, TAT)
- Conduct regular 1:1s and provide actionable, goal-oriented performance feedback
- Coach, mentor, and develop team members (including KYC analysts) to support career growth and consistent application of compliance standards
- Foster an open, approachable leadership environmentIdentify, recommend, and implement tool, system, process, and policy changes to improve team and KYC operations performance
- Define problems quickly, evaluate solutions, and execute effective decisions
- Lead procedure/workflow changes across teams and regions, with manager support
- Lead cross-functional projects to simplify complex operational problemsIdentify and escalate compliance risks and opportunities to Payments Management
- Manage the Compliance InboxAct as an ambassador of Airbnb Culture and Values
- Oversee KYC onboarding, remediation, and periodic review activities for individual and corporate customers
- Ensure compliance with KYC, AML, CDD, EDD, sanctions screening, and applicable regulatory requirements
- Review and approve high-risk customer profiles and escalated cases
- Monitor regulatory changes and update KYC policies, procedures, and controls accordingly
- Lead investigations involving customer due diligence, adverse media, PEPs, and sanctions
- Collaborate with Compliance, Risk, Legal, Operations, and Business teams to ensure regulatory adherence
- Develop and enhance KYC processes to improve efficiency and customer experience
- Conduct quality assurance reviews and identify process improvement opportunities
- Prepare compliance reports, dashboards, and management information (MI) for senior leadership
- Support internal/external audits and regulatory examinations
- Manage SLAs and operational performance metrics for the KYC function
Your Expertise:
- Bachelor's degree (Master's preferred) in Business Administration, Finance, Commerce, Law, or related field
- 5+ years of leadership and people management experience3+ years of hands-on experience in KYC/AML, CDD, EDD, and sanctions screening
- Strong understanding of global AML/CFT regulations and regulatory frameworks
- Expertise in KYC lifecycle management: onboarding, periodic reviews, remediation, ongoing monitoring
- In-depth knowledge of risk-based approach (RBA) and customer risk assessment methodologies
- Experience with high-risk customer reviews, PEPs, sanctions, and adverse media investigations
- Strong analytical thinking, root cause analysis, and continuous improvement skills
- Strong case management and KYC investigation tool proficiency
- Advanced proficiency in Microsoft Excel, PowerPoint, and data reporting
- Experience with workflow management and compliance platforms
- Strong understanding of regulatory audit requirements and compliance governance
- Strong stakeholder management, cross-functional collaboration, and communication/presentation skills
- Ability to confidently handle customer interactions and support customer calls when required
- Experience managing SLAs, productivity, quality, and operational performance metrics
- Experience coaching, mentoring, and developing high-performing teams
- Experience driving change management, process optimization, and operational excellence initiatives
- High integrity, sound judgment, and attention to detailStrong organizational skills; ability to manage multiple priorities and deadlines in a fast-paced, high-volume environmentProfessional certifications such as CAMS, ICA, CFCS, or equivalent AML/KYC certifications (preferred)
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.