Global Know Your Customer Quality Assurance – Executive Director

Testing Site - JPMC; Lower Blandford St Mary; On-site; GBP 150,000 - 190,000; Full time

Job summary

Testing Site - JPMC seeks an Executive Director to lead the KYC QA Operations team, driving global standards and ensuring accurate, compliant customer due diligence. You will partner with Business, Compliance, Audit and regulators, shaping QA strategy and analytics across regions.

The role requires extensive leadership experience in banking/compliance, deep AML/KYC knowledge, and a track record of improving QA processes within a regulated environment.

Qualifications

• Demonstrable people-leadership experience with performance management, coaching and scaling teams.
• Strong background in banking, compliance, or audit.
• Expertise in AML and BSA regulatory requirements, specifically KYC.
• Exceptional ability to manage relationships with internal clients and regulators.
• Experience in change management and implementing new initiatives; adaptable to regulatory changes.

Responsibilities

• Lead a global team in executing the KYC QA strategy, including testing methodologies and coverage.
• Act as liaison to Business, Compliance, Audit, and regulators with tailored reporting and training.
• Plan and manage audits, exams, and compliance engagements end-to-end with high-quality evidence.
• Oversee team development, hiring, coaching, and structured training programs.
• Build a high-performance culture grounded in accountability and service excellence.
• Identify process efficiencies and automation opportunities within QA design and controls.
• Ensure the team meets quality, productivity, and service standards with data-driven metrics.
• Maintain effective communication channels for updates and procedural changes.
• Demonstrate strong partnership with stakeholders to align objectives and outcomes.
• Direct performance management cycles including objective setting and career development.
• Maintain operational rigor by embedding controls and monitoring across processes.

Skills

People leadership

Banking & compliance

AML & KYC expertise

Regulatory liaison

Process improvement

Quality management

Stakeholder management

Change management

Executive communication

Performance management

Job description

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.

Job responsibilities

• 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.

Required qualifications, capabilities, and skills

• 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 assignment setting and training, ability to delegate effectively and manage / measure results)
• Ability to develop, implement and maintain effective processes in a controlled environment
• Strong control and quality management skills; accuracy and attention to detail is vital
• Exceptional ability to manage relationships with internal clients
• Previous experience of change management role including experience in implementing new initiatives; adaptive flexibility in a changing regulatory environment is a must. Ability to build and support a culture of innovation with a focus on continuous improvement.
• Strong Interpersonal skills. Ability to influence others for results. Should be able to communicate at all levels including to regulators.
• Problem solving and time management skills
• Exceptional business writing and verbal communication skills. Ability to present information in a concise and effective manner from partners to regulators to executives