Associate Director, Training and Quality (Financial Crime and Compliance COE)

Concentrix; Makati; On-site; PHP 1,800,000 - 2,800,000; Full time

Job summary

Concentrix is seeking an Associate Director of Operations Support to establish and scale the FC&C Center of Excellence. The role focuses on standardizing training, certification, and quality assurance practices to develop a skilled workforce for advanced FC&C services, including KYC and AML.

Collaboration with account leaders and the COE Director will shape capability and growth strategies across FC&C accounts.

Qualifications

• Experience designing and delivering training programs in a corporate setting.
• Proven ability to lead capability development across multiple client accounts.
• Strong stakeholder management and governance of quality standards.

Responsibilities

• Design, implement, and maintain a standardized FC&C Training Playbook across client accounts.
• Develop a scalable capability-building framework for progression from entry-level to advanced FC&C.
• Lead internal trainer capability and certification readiness programs for sustained in-house delivery.
• Own a standardized FC&C Certification Program aligned with client, regulatory, and audit expectations.
• Establish and govern a single FC&C quality assurance framework and evidence standard across accounts.
• Conduct on-site and virtual assessments to understand service maturity and readiness for expansion.
• Partner with FC&C COE Director to identify growth opportunities and client-facing capability proposals.
• Promote best practices and knowledge sharing across the FC&C organization.

Skills

Leadership

Strategic thinking

Stakeholder management

L&D design

Process design

Tools

LMS

Quality frameworks

Job description

The Associate Director, Operations Support, will play a critical role in establishing and scaling the Financial Crime & Compliance (FC&C) Center of Excellence (COE). Reporting to the FC&C COE Director, this position will drive the standardization of training, certification, and quality assurance practices across FC&C operations, supporting the development of a highly skilled workforce capable of delivering more complex and higher-value compliance services.

This role will partner closely with account leaders and the COE Director to assess operational maturity, identify capability gaps, and develop strategic workforce solutions that enable expansion into advanced Financial Crime & Compliance activities such as investigations, alert reviews, Know Your Customer (KYC), and Anti-Money Laundering (AML) services.

Key Responsibilities

Training & Capability Development

• Design, implement, and maintain the FC&C Training Playbook, establishing standardized learning pathways across multiple client accounts.
• Develop a scalable capability-building framework that supports progression from entry-level fraud, scams, and disputes work into more specialized FC&C functions.
• Lead the creation of internal trainer capability and certification readiness programs to enable sustainable in-house delivery over time.

Certification Program Ownership

• Build and administer a standardized FC&C Certification Program aligned with client, regulatory, and audit expectations.
• Manage the execution of the initial certification wave and establish long-term governance to ensure consistency and quality.
• Partner with stakeholders to define competency standards and certification requirements across FC&C service lines.

Quality Assurance & Operational Standards

• Establish and govern a single FC&C quality assurance framework and evidence standard across all accounts.
• Evaluate existing account-level practices and drive consistency in quality measurement, controls, documentation, and audit readiness.
• Monitor adherence to standards and identify opportunities for continuous improvement.

Operational Assessment & Strategic Support

• Conduct on-site and virtual assessments across FC&C accounts to understand current service maturity, workforce capabilities, and readiness for expanded compliance offerings.
• Collaborate with the FC&C COE Director to identify growth opportunities and develop client-facing capability proposals.
• Provide insights and recommendations that support strategic workforce planning and service transformation initiatives.

Stakeholder Partnership

• Work closely with account leadership, operations teams, learning and development partners, quality teams, and compliance stakeholders.
• Act as a center-of-excellence resource to promote best practices, knowledge sharing, and continuous capability enhancement across the FC&C organization.

Support Banking operations across the Philippines through enterprise-wide capability and standards development initiatives