Customer Risk Management Associate Manager

Key Responsibilities

• Lead and develop a team responsible for customer risk assessment, due diligence, and compliance review activities.
• Drive achievement of service level agreements (SLAs), quality standards, productivity metrics, and operational goals.
• Review and approve complex, high-risk, or escalated customer risk cases and provide risk-based guidance to the team.
• Oversee customer onboarding, periodic reviews, and risk profiling activities in accordance with regulatory and internal requirements.
• Manage workload allocation, capacity planning, and queue management to ensure efficient service delivery.
• Conduct regular coaching sessions, performance reviews, and career development discussions.
• Monitor operational and quality metrics, identify trends, and implement process improvement initiatives.
• Partner with Quality, Compliance, and Training teams to address gaps, improve controls, and enhance team capability.
• Identify and escalate operational, compliance, and customer risk issues, providing data-driven recommendations to leadership.
• Support business reviews through performance reporting, trend analysis, and root cause assessments.
• Promote a culture of accountability, risk awareness, continuous improvement, and employee engagement.
• Support onboarding and training efforts to ensure successful ramp-up of new team members.

Qualifications

• Bachelor's degree in Business, Finance, Accounting, Economics, Management, Law, or a related field.
• 5-8 years of experience in Customer Risk Management, KYC, AML, Compliance Operations, Due Diligence, Financial Crime Compliance, or Risk Operations.
• Minimum 5 years of supervisory or people management experience.
• Strong understanding of customer risk assessment, customer onboarding, due diligence processes, sanctions screening, and regulatory compliance requirements.
• Proven experience managing operational performance metrics, including quality, productivity, service levels, and compliance KPIs.
• Experience reviewing high-risk customers, escalated risk cases, and complex compliance reviews.
• Strong analytical, problem-solving, risk assessment, and decision-making skills.
• Excellent communication, stakeholder management, coaching, and leadership capabilities.
• Experience in banking, financial services, fintech, shared services, or compliance operations is highly preferred.
• Professional certifications such as CAMS, CFCS, ICA, CRCM, or equivalent are an advantage.