You will lead a team responsible for delivering clear, well-supported financial-crime risk reviews and recommendations. You’ll set expectations for quality, timeliness, and consistency, and you’ll partner with key stakeholders to ensure outcomes are defensible and aligned to applicable requirements. This role is ideal for a leader who can coach reviewers, manage priorities, and continuously improve processes and controls.

As anAML/KYC Customer Escalations Manager, Vice President, you will oversee the production of risk reviews and guide the teams adherence to applicable requirements and frameworks. You will manage performance against production targets, service levels, and quality thresholds while reinforcing clear writing, evidence-based conclusions, and consistent decisioning. You will partner with quality, governance, and investigation stakeholders to resolve issues, remove blockers, and improve end-to-end execution.

Job responsibilities

• Lead and manage a team reviewing customer cases and assessing financial-crime risk for customers and related parties.
• Set clear expectations for review quality, including evidence-based analysis, traceable rationale, and consistent decisioning.
• Monitor and manage performance to achieve production goals, service levels, and quality thresholds.
• Coach and develop team members through regular one-on-ones, feedback, and structured performance support when needed.
• Establish team routines (team meetings, case discussions, calibration) to align priorities and reduce rework.
• Review and approve escalated cases and decisions as required and ensure documentation is complete and defensible.
• Partner with quality control, governance, approval stakeholders, and investigation partners to support timely case outcomes.
• Identify trends, perform root-cause analysis, and drive actions that improve quality, controls, tools, and processes.
• Escalate issues appropriately and support remediation efforts through sustainable fixes.
• Provide updates, insights, and ad hoc support to senior management as requested.
• Maintain current knowledge of relevant regulatory and role-specific requirements and apply them consistently in team execution.

Required qualifications, capabilities, and skills

• Equivalent experience required; bachelors degree
• People-management experience or comparable leadership experience.
• Experience making risk-based decisions in an operational, risk, compliance, controls, audit, or quality environment.
• Strong problem-solving, critical-thinking, and analytical skills.
• Strong written and verbal communication skills, including ability to guide and quality-check presentation-ready materials.
• Demonstrated ability to prioritize and manage multiple concurrent deliverables and stakeholder requests.
• Demonstrated ability to identify trends and root causes and translate findings into actionable improvements.
• Strong judgment, professionalism, and integrity.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).

Preferred qualifications, capabilities, and skills

• Subject-matter expertise in AML/KYC risk and financial-crime typologies.
• Working knowledge of relevant financial-crime regulatory obligations applicable to the role (e.g., Bank Secrecy Act, USA PATRIOT Act).
• Experience in a customer escalations, investigations, or enhanced due diligence environment.
• Familiarity with consumer and small business banking products and customer profiles.