Global Customer Quality Assurance – Executive Director

The Know Your Customer (KYC) Quality Assurance team is at the heart of our Control Management ecosystem, elevating global customer due diligence through continuous, data‑driven oversight. By benchmarking every record against AML and KYC standards, procedures, and regulatory requirements, we ensure uncompromising quality, completeness, and accuracy. Partnering across Lines of Business, we provide independent review and analysis that strengthens controls, accelerates risk detection, and instils confidence for clients and regulators.

As an Executive Director within Know Your Customer (KYC) Quality Assurance (QA) Group, you will manage the KYC Quality Assurance (QA) Operations team that supports the firm wide KYC Quality Assurance program. This position will report directly to the Head of Global KYC Quality Assurance group. This is a highly visible multi-faceted leadership role that executes KYC QA review and analysis to uphold high internal quality standards, assist in re-assessing and modifying the QA testing scripts, identifies and develops training opportunities, monitors for emerging AML risks, as well as interfaces with key stakeholders in the Business, Compliance, Internal Audit and the regulators.

The Executive Director will lead, guide and motivate a global team.

• Lead a global team in executing the KYC QA strategy, incorporating best practices, testing methodologies, coverage approaches, training, and monitoring for emerging AML risks across all regions.
• Act as the primary liaison to Business, Compliance, Audit, and regulators by delivering presentations, reporting, training, and trend analyses tailored to each audience.
• Effectively plan and manage audits, exams, and compliance engagements end-to-end, ensuring timely responses, high-quality evidence, and tracked remediation.
• Oversee people and resource management for the team, including hiring, interviewing, pipeline and skills monitoring, coaching, and structured training programs.
• Build and sustain a best-in-class feedback service and high-performance culture grounded in accountability, continuous learning, and service excellence.
• Drive continuous improvement with a transformative mindset by identifying process efficiencies, automation opportunities, and enhancements to QA design and controls.
• Prioritize, motivate, and enable the team to consistently meet or exceed quality, productivity, and service standards through transparent metrics and data-driven goals.
• Establish effective communication channels and cadences for formal and informal updates, procedural changes, and team cohesion and development initiatives.
• Demonstrate strong partnership and client service with internal and external stakeholders to align objectives, resolve issues promptly, and elevate outcomes.
• Direct the performance management cycle—objective setting, development and career planning, performance appraisal, and reward and recognition—to grow and retain talent.
• Maintain operational rigor by embedding and monitoring controls in process flows, ensuring effective tools, reinforcing risk awareness, instituting monitoring/reporting/escalation, managing global capacity, representing QA on strategic initiatives, and leading projects with on-shore/off-shore training to support Compliance, Audit, and Business testing.

• Demonstrable people‑leadership experience with responsibility for performance management, coaching, and scaling team remit
• Strong background in banking, compliance, or audit
• Expertise in AML and BSA regulatory requirements and specifically KYC expertise required
• Exceptional people and resource management skills (e.g. people development, pipeline/skills monitoring, objective setting, stretch…