Manager, KYC Operations - Quality Assurance (QA)

The Manager, KYC Operations Quality Assurance (QA) is part of the Global Merchant Operations team within the Global Merchant & Network Services (GMNS) business unit. The Global Merchant Operations team partners across the business to enable trusted and frictionless merchant experiences by delivering resilient, compliant, and efficient operational processes that safeguard our network, reduce operational and financial crime risk, and power sustainable growth.

The Manager will lead the KYC Operations Quality Assurance function, providing independent, risk-based assurance over KYC processes and driving continuous improvement through effective governance, quality oversight, and stakeholder engagement.

The Manager, KYC Operations - Quality Assurance will be responsible for:

• Leading the execution and continuous enhancement of the KYC Quality Assurance framework across KYC, CDD, ADD, pre-EDD and related Financial Crime processes. 

• Establishing and overseeing risk-based QA methodologies, sampling strategies, review criteria and quality standards to ensure consistent, independent assurance across KYC activities. 

• Leading, coaching and developing a high-performing QA team, fostering a culture of accountability, consistency and continuous improvement. 

• Overseeing QA findings, root cause analysis, remediation activities and control effectiveness to identify systemic risks and strengthen the overall control environment. 

• Developing and presenting quality assurance reporting, management information and strategic insights to senior leadership and governance forums, highlighting emerging risks, trends and opportunities for improvement. 

• Leading QA governance, calibration activities and stakeholder engagement to ensure the consistent application of policies, procedures and regulatory requirements. 

• Partnering with Compliance, Risk, Operations and Business stakeholders to influence policy, process and control improvements while ensuring alignment with evolving UK and international AML regulatory requirements. 

• Representing the Quality Assurance function during internal audits, regulatory reviews and control assessments, ensuring effective governance and regulatory readiness. 

Minimum Qualifications

• 6+ years of experience in Financial Crime Compliance, Quality Assurance, Operational Risk Management or a related function within financial services. 

• Strong subject matter expertise in AML, KYC, CDD, ADD, Enhanced Due Diligence (EDD) and UK and international Financial Crime regulatory requirements, including UK Money Laundering Regulations, FCA expectations and FATF guidance. 

• Experience supporting merchant onboarding, refresh, ongoing due diligence and KYC processes within a merchant acquiring or payments environment. 

• Demonstrated experience leading an independent Financial Crime Quality Assurance or Quality Control function, including the development of risk-based QA methodologies, sampling strategies and control effectiveness assessments. 

• Proven experience leading governance reporting, analysing quality trends, conducting root cause analysis, overseeing remediation activities and presenting recommendations to senior leadership. 

• Experience leading, coaching and developing high-performing teams within a Financial Crime or Quality Assurance environment. 

• Strong analytical, stakeholder management, communication and problem-solving skills, with advanced proficiency in Microsoft Excel, PowerPoint and reporting tools. 

• Ability to influence stakeholders, drive change and deliver results in a fast-paced, evolving environment.

• Professional AML qualification (e.g., ICA, ACAMS) preferred.