Associate Director KYC Refresh and Managed Services, Capital Markets (London)

In this role you will report to the Director of Global KYC Refresh and Managed Services and lead the Managed Services governance strategy for the Client Lifecycle Management group.

This is a permanent, full‑time role requiring four days in the 100 Bishopsgate, London office.

What will you do?

• Manage third‑party service provider relationships to support CLM delivery, including contract management, performance monitoring, and issue resolution to ensure alignment with business objectives and service standards.
• Establish and track KPIs specific to managed service providers’ performance, conducting regular reviews and fostering a collaborative partnership approach to drive continuous improvement and innovation.
• Collaborate with Front Office, Financial Crimes, Data Analytics, Account Management, and other key stakeholders to ensure a cohesive, cross‑functional approach to KYC refresh.
• Champion a culture of customer‑centricity across teams and partner organizations, ensuring clients receive consistent, high‑quality service experiences.
• Build and lead high‑performing teams accountable for delivering CLM initiatives and meeting strategic objectives.

What do you need to succeed?

Must‑have

• Robust experience in a related environment, preferably including Capital Markets operations, customer engagement, or account management, with exposure to AML and compliance regulations.
• Extensive experience leading cross‑functional teams and executing customer lifecycle or customer engagement strategies with measurable business impact.
• Demonstrated ability to manage vendor or third‑party service provider relationships, including contract negotiation, performance management, and issue resolution.
• Experience with customer segmentation, demand forecasting, and retention strategy development.
• Strong communication, analytical, and critical thinking skills to make sound decisions and solve problems under pressure.
• High proficiency in Microsoft Word, Excel, and PowerPoint for reporting and presentations, with comfort using CRM systems and data analytics tools.

Nice‑to‑have

• Bachelor’s degree in a relevant field of study.

What is in it for you?

We thrive on the challenge to be our best – progressive thinking to keep growing and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses, flexible benefits and competitive compensation.
• Leaders who support your development through coaching and managing opportunities.
• Opportunities to work with the best in the field.
• Ability to make a difference and lasting impact.
• Work in a dynamic, collaborative, progressive, and high‑performing team.
• A world‑class training program in financial services.

Location: 100 Bishopsgate, London, United Kingdom.

Work hours per week: 35. Employment type: Full time.

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