Quality & Customer Experience Support Lead - Regulatory Compliance (18 month FTC)

Job description

Quality & Customer Experience Support Lead – Regulatory Compliance (18 month FTC)

Base Location: Birmingham – hybrid – 2 days per week in the office  

The KPMG Business Services function is a cornerstone of our UK business. Operating from 20 UK locations and sitting with KPMG Central Services we do work that matters. 

Within Central Services we are part of a community of experts across a wide range of critical activities who help grow, run, and protect KPMG in the UK.

From HR and Learning, Finance, Procurement, Facilities and Business Support, through to Risk and Legal, Corporate Affairs, and Sales and Marketing, our approach is focused on driving the improved performance of the firm, which we support with diligence and expertise.

KPMG is one of the world's largest and most respected consultancy businesses, we've supported the UK through times of war and peace, prosperity and recession, political and regulatory upheaval. We've proudly stood beside the institutions and businesses which make the UK what it is.

Why Join KPMG as a Quality & Customer Experience Support Lead 

We are seeking a highly motivated, agile and experienced Quality & Customer Experience Support Lead to be responsible for ensuring the quality and effectiveness of critical processes in Risk Operations.

This role will be instrumental in identifying opportunities for improvement, maintaining the highest standards of quality and promoting excellence by driving a Right First-Time culture.

If you are passionate about quality and have a keen eye for detail, coupled with a strong understanding of business processes, this role is for you.

What will you be doing?

• Training: Develop effective training programs to support and develop the team in the performance of their role and responsibilities.  Provide guidance to the team to enhance their skills and build on their knowledge base. Supervising and coaching junior members of staff to help them realise their full potential
• Oversight: Conduct regular evaluations of Quality Analysts to identify errors, inconsistencies, and areas for improvement (Check the Checker).  Monitor and report the team's monthly performance to performance managers, including developing and implementing corrective action plans to address identified issues.
• Analyse and report on quality findings: Prepare detailed reports summarising findings, including root cause analysis and recommendations for corrective actions for quality meetings held every month.
• Relationship Management: Requirement to work with 2nd Line, Financial Crime Team to develop guidance and training across AML and CDD.  As well as managing key relationships with Client Facing Teams and offshore partners.
• Promote a culture of quality: Foster a culture of continuous improvement and quality awareness across the team.
• Operational Management: Oversee and coordinate daily operations to ensure a smooth and efficient workflow.  Monitor, collect, and analyse team performance and productivity to identify areas for improvement as well as manage resources effectively to achieve operational targets.
• Deputise for the Senior Manager or Manager: Deputise at monthly operational quality meetings presenting clear and concise updates on key quality metrics, trends, and areas for improvement to senior stakeholders.
• Stay abreast of industry trends and best practices: Continuously research and stay informed about emerging trends and best practices in quality control and assurance.

What will you need to do it?

• Experience of working in in quality control and assurance.
• subject matter experience working with and applying AML/KYC policies and procedures including production of Client or Third-Party Risk Assessments.
• AML knowledge, application of Customer Due Diligence as well as application and interpretation of AML SOPs and policy is essential.
• Demonstrable career history of managing quality control and assurance activity.
• Ability to train Quality Analysts as well as support on any technical training.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and commitment to quality.
• Ability to thrive in a fast-paced, customer-centric environment, demonstrating the ability to prioritise and adapt to changing business needs.
• Confident and articulate communicator, both written and verbal.
• Ability to address and resolve objections raised by the team or stakeholders.
• Strong proficiency in Microsoft Office Suite (CoPilot, Excel, PowerPoint and Word).
• A strong commitment to continuous learning and professional development.

Skills we’d love to see/Amazing Extras:

• Subject matter expertise having worked in other regulatory compliance fields would be desirable.
• Holding an AML qualification would be highly preferable, such as an ICA advanced certificate or diploma in AML.

To discuss this or wider Central Services roles with our recruitment team, all you need to do is apply, create a profile, upload your CV and begin to make your mark with KPMG.

Find out more:

Within Central Services we have a range of divisions and specialisms.  Click the links to find out more below:

• Central Services (KBS) at KPMG: www.kpmgcareers.co.uk/experienced-professional/kpmg-business-services/
• Inclusivity and KPMG: www.kpmgcareers.co.uk/people-culture/being-inclusive/
• KPMG Workability and Disability confidence: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/need-support-let-us-know/

For any additional support in applying, please click the links to find out more:

• Applying to KPMG: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/
• Tips for interview: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/application-advice/
• KPMG values: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/our-values/
• KPMG Competencies: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/kpmg-competencies/
• KPMG Locations and FAQ: www.kpmgcareers.co.uk/faq/?category=Experienced+professionals