Head of Customer Due Diligence and Risk Operations

FWD Group Management Holdings Limited; Manila; On-site; PHP 4,000,000 - 7,000,000; Full time

Job summary

FWD Group Management Holdings Limited is recruiting a seasoned Head of Customer Due Diligence and Risk Operations in the Philippines. The role oversees end-to-end EDD lifecycle, data analytics, and governance to strengthen Financial Crime Compliance across Line 1 activities.

You will lead a risk operations team, drive remediation, SLA adherence, and regulatory readiness, collaborating with FCC and stakeholders to ensure robust controls and timely reporting.

Qualifications

• Bachelor’s degree in Finance, Accounting, Economics, Risk Management, or related discipline.
• 12–15+ years of AML/CTF, financial crime operations, risk management, or related fields.
• 8–10+ years of deep functional expertise in transaction monitoring, CDD/EDD, and QA/control frameworks.

Responsibilities

• Oversee end-to-end EDD lifecycle with governance from initiation to closure.
• Lead data analytics and MI reporting covering CRR, TM alerts, and high‑risk volumes.
• Assess control effectiveness, identify gaps, and implement remediation plans.
• Manage AML-related incidents, regulatory responses, and escalation pathways.
• Drive QA, governance, and continuous improvement across risk operations.

Skills

Data analytics

Team leadership

Risk management

Education

Bachelor's degree (Finance/Accounting/Economics/Risk Management)

Job description

## Head of Customer Due Diligence and Risk OperationsApply: Philippines - BGC Taguig: Full time: Posted Today: JR-0028373**About FWD Group**FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves over 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the Hong Kong Stock Exchange under the stock code 1828. For more information, please visit www.fwd.com **About FWD Life Philippines**FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively. For more information, please visit fwd.com.ph. 1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium EquivalentThe Director, Due Diligence and Risk Operations is responsible for strengthening Financial Crime Compliance (FCC) execution through end-to-end Enhanced Due Diligence (EDD) lifecycle oversight, data-driven management information (MI) reporting, and quality assurance (QA) over Line 1 AML and FATCA/CRS controls. The position ensures that Line 1 activities are complete, accurate, consistent, timely, and evidencable, while supporting regulatory readiness through structured remediation governance, control testing, and continuous process improvement. Acting within a Line 1.5 construct, this role serves as a critical bridge between Operations and FCC, ensuring effective control execution alongside independent challenge, aligned with Group Operating Model expectations.1. EDD Lifecycle Management & Process Optimization* Lead the end-to-end EDD lifecycle, ensuring strong governance from case initiation to closure* Design and optimize case workflows, control points, and handoffs to improve efficiency, quality, and turnaround time* Identify and address bottlenecks, rework drivers, and process gaps through continuous improvement initiatives* Drive SLA adherence, including proactive management of backlog, case aging, and operational throughput* Implement standardization, automation, and best practices to enhance operational scalability and control effectiveness* Conduct root cause analysis for delays, defects, and SLA breaches* Drive capacity planning, triage optimization, and workflow enhancements* Escalate high-risk, overdue, or systemic issues through governance channels 2. Data Analytics & Management Information (MI) Reporting* Lead the development of enterprise-level MI and analytics covering:a. Customer Name Screeningb. Customer Risk Rating (CRR)c. High-Risk Customer (HRC) volumes and trendsd. Transaction Monitoring (TM) alerts and insights* Diagnose system-driven anomalies (e.g., spikes, post-fix surges) and drive root cause analysis and resolution planning* Deliver governance-ready MI dashboard and reporting with insights, drivers, and action recommendations for ExCom, AML Committee, CORC, Group Office* Perform trend analysis, root cause analysis, and deep dives to identify emerging risks and control weaknesses* Enable data-driven prioritization and performance management across risk operations* Strengthen data integrity and governance, accuracy, and consistency across risk reporting 3. Assessment and Risk Evaluation* Oversee EDD assessments and AML risk evaluations, ensuring well-documented, consistent, and defensible decision-making* Conduct and validate triggering event reviews and periodic reviews, ensuring risk ratings and customer data remain accurate* Support transaction monitoring investigations and scenario assessments, including escalation of material risks* Assess control effectiveness and identify gaps, inconsistencies, and emerging risk exposures 4. Incident Management & Regulatory Response* Lead management of AML-related incidents and regulatory-driven actions, including high-risk cases, escalations, and directives* Oversee handling of freeze orders, audit findings, and regulatory issues, ensuring timely and compliant execution* Coordinate with FCC and stakeholders on regulatory engagement, escalation, and reporting* Ensure proper documentation, resolution, and closure of incidents in line with governance standards 5. Tracking, Governance & Remediation Oversight* Establish and maintain robust tracking mechanisms for:a. Case lifecycle (aging, backlog, SLA)b. Escalations and high-risk casesc. QA findings and remediation actions* Drive structured remediation planning, including root cause identification, action plans, and ownership accountability* Monitor and validate closure of audit, QA, and regulatory findings* Provide regular governance updates and actionable insights to stakeholders* Act as the control authority for Policy Internal Replacement (IR) monitoring and validation. 6. Quality Assurance (QA) & Control Effectiveness* Lead QA reviews over Line 1 AML and FATCA/CRS controls, ensuring completeness, accuracy, consistency, and timeliness* Develop and execute risk-based QA frameworks, including sampling and testing methodologies* Identify control gaps, defect trends, and recurring issues, with clear root cause analysis* Drive corrective actions and sustained quality improvements through monitoring and validation* Embed QA insights into process enhancement, training, and control strengthening initiatives 7. Policy, Enablement & Continuous Improvement* Support policy and procedure enhancements, translating requirements into actionable operational guidance* Deliver training and advisory support to strengthen Line 1 execution and consistency* Champion a culture of continuous improvement, accountability, and risk awareness* Leverage insights from QA, MI, and operational tracking to drive sustainable enhancements 8. Team Leadership & Capability Building* Lead and develop a high-performing risk operations team, fostering strong ownership, accountability, and collaboration* Build and enhance functional capabilities across EDD, QA, analytics, and AML controls through structured training and coaching* Strengthen technical expertise, consistency, and judgment in risk assessment and control execution* Drive a culture of continuous improvement and risk awareness, embedding best practices and standardization* Identify capability gaps and implement targeted development and succession plans**Job Requirements:*** Bachelor’s degree in Finance, Accounting, Business, Economics, Risk Management, or a related discipline* Preferably with relevant certifications such as:a.CAMS (Certified Anti-Money Laundering Specialist)b.ICA (International Compliance Association) certificationsc.CRCMP (Certified Risk and Compliance Management Professional), CFCS (Certified Financial Crime Specialist), or equivalent financial crime/risk certifications* 12–15+ years of progressive experience in AML/CTF, financial crime operations, risk management, or related fields* 8–10+ years of deep functional expertise in transaction monitoring, customer due diligence (CDD/EDD), and QA/control frameworks* 5+ years of leadership experience managing operational risk, compliance, or control teams in a complex, matrix environment* Strong understanding of regulatory frameworks and expectations, including AML, FATCA, and CRS* Proven capability in data analytics, MI reporting, and insight generation to support governance and decision-making* Experience working within or alongside hybrid risk operating models preferred