Delivery Manager - AML/KYC & Financial Crime Operations

Job Description

Position Summary

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The Delivery Manager – AML/KYC & Financial Crime Operations is responsible for the end-to-end delivery of AML, KYC, Enhanced Due Diligence (EDD), transaction monitoring, and related financial crime operations within a BPO environment.

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The role combines strong financial crime domain expertise with client management, operational leadership, people management, SLA/KPI governance, workforce planning, quality and compliance oversight, financial management, and continuous improvement.

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The successful candidate will lead managers and operational teams while ensuring consistent delivery against client expectations, regulatory requirements, contractual commitments, quality standards, and business objectives.

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Key Responsibilities

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Service Delivery & Operations

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• Own end-to-end delivery of AML/KYC operations, including transaction monitoring, alert investigations, CDD/EDD, periodic reviews, remediation, and other financial crime activities.
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• Ensure achievement of SLAs, KPIs, turnaround times, productivity, quality, and compliance requirements.
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• Monitor volumes, inventory, aging, backlog, throughput, productivity, utilization, capacity, and staffing.
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• Develop recovery plans for delivery, quality, staffing, or service-level risks.
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• Oversee complex or high-risk cases and ensure appropriate investigation, documentation, disposition, and escalation.
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• Manage delivery across multiple teams, processes, shifts, or locations as required.
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• Maintain appropriate business continuity and operational resilience plans.
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AML/KYC, Risk & Compliance

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• Ensure operations comply with applicable BSA/AML requirements, USA PATRIOT Act requirements, FinCEN expectations, Customer Due Diligence requirements, beneficial ownership requirements, and OFAC sanctions obligations.
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• Provide oversight of high-risk customers, PEPs, complex legal entities, beneficial ownership, adverse media, sanctions exposure, source of funds, source of wealth, and customer risk assessments.
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• Ensure suspicious activity indicators, sanctions concerns, policy exceptions, and control weaknesses are appropriately identified and escalated.
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• Maintain complete, accurate, defensible, and audit-ready case documentation.
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• Support internal audits, client reviews, compliance testing, and regulatory examinations.
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• Drive root-cause analysis and corrective/preventive actions for quality, compliance, or control issues.
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Client & Stakeholder Management

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• Serve as the primary delivery contact for assigned client stakeholders and internal partners.
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• Build strong relationships across Compliance, Operations, Risk, Quality, Technology, Workforce Management, Training, and Transformation teams.
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• Lead operational governance, including weekly/monthly business reviews and QBRs.
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• Present performance, quality, staffing, risk, financial, and transformation updates to client and senior leadership.
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• Manage client escalations and establish corrective or service-recovery plans when required.
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• Ensure timely and accurate reporting, management information, and ad hoc client deliverables.
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Workforce & People Leadership

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• Lead and develop Team Managers, SMEs, quality professionals, analysts, and investigators.
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• Establish clear expectations for productivity, quality, compliance, attendance, and professional conduct.
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• Oversee workforce and capacity planning based on volumes, productivity, shrinkage, attrition, and forecast demand.
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• Partner with recruitment, HR, training, and workforce teams to maintain appropriate staffing and skill levels.
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• Drive employee engagement, retention, performance management, succession planning, and leadership development.
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• Build team capability in investigative reasoning, transaction analysis, customer risk assessment, complex ownership structures, and financial crime controls.
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Financial & Commercial Management

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• Manage delivery financials, including budget, cost, productivity, utilization, and margin performance.
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• Monitor performance against staffing plans, forecasts, and contractual assumptions.
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• Identify opportunities to reduce inefficiencies and improve productivity while maintaining regulatory and quality standards.
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• Support effort estimates, scope changes, staffing proposals, and business cases for additional services.
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• Partner with account leadership and Finance on forecasting and delivery optimization.
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Quality & Performance Governance

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• Maintain effective quality-control and quality-assurance frameworks.
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• Track quality, accuracy, rework, first-time-right performance, operational defects, and recurring issues.
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• Conduct or oversee calibration sessions and ensure consistent application of procedures and risk-based decision-making.
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• Use operational dashboards and management reporting to identify trends and emerging risks.
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• Ensure policy, regulatory, and procedural changes are implemented through appropriate communication, training, and validation.
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Continuous Improvement & Transformation

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• Identify opportunities to improve quality, productivity, controls, workflow efficiency, and client experience.
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• Drive root-cause analysis, process standardization, and corrective improvement initiatives.
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• Support automation, analytics, workflow enhancements, and appropriately controlled AI-enabled solutions.
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• Lead or support operational transitions, migrations, remediation programs, and regulatory or technology-driven change.
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• Measure and track improvement benefits to confirm sustainable outcomes.
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Required Qualifications

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• Bachelor’s degree or equivalent relevant professional experience.
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• Typically 10+ years of experience in AML, KYC, EDD, financial crime compliance, banking operations, or related areas.
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• Typically 5+ years of operational or people leadership experience , preferably managing managers or multiple teams.
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• Experience within a BPO, shared-services, managed-services, captive, or geographically distributed delivery environment .
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• Strong experience in transaction monitoring, AML investigations, KYC/CDD/EDD, customer risk assessment, remediation, or related financial crime operations.
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• Demonstrated experience managing SLAs, KPIs, quality, workforce capacity, operational risk, and client governance .
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• Experience supporting audits, compliance testing, or regulatory examinations.
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• Strong client-facing, stakeholder-management, analytical, and communication skills.
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