VP, KYC Client Enablement

VP, KYC Client Enablement - Banking client

Contract: 12 months with potential to extend

Hybrid – Toronto; in office every other day (2 days one week, 3 days the next week)

Hourly Pay:

T4: 55-60

IC: 67 - 72

What You'll Be Responsible For

1. KYC Program & Operational Leadership

• Lead the end-to-end KYC program, covering New-to-Bank onboarding, periodic reviews, and client lifecycle management.
• Oversee the timely and accurate completion of customer due diligence activities in accordance with regulatory requirements and internal policies.
• Monitor program performance, case inventories, turnaround times, productivity, quality, and key risk indicators.
• Ensure operational targets and service-level commitments are consistently achieved.

2. Team & Third-Party Vendor Management

• Lead, coach, and develop an onshore team of four employees while overseeing approximately 200 offshore contractor resources.
• Manage external consulting partners responsible for executing KYC onboarding and refresh activities.
• Establish performance expectations, service-level agreements, quality standards, and governance routines.
• Monitor vendor performance, identify delivery gaps, and implement corrective actions.
• Resolve escalations involving operational capacity, quality, productivity, and service delivery.

3. Senior Stakeholder & Relationship Management

• Serve as the primary point of contact for KYC-related matters across Business, AML, Compliance, Risk, Operations, and senior leadership.
• Build strong partnerships with Commercial Banking and Capital Markets stakeholders.
• Facilitate governance meetings and communicate program performance, risks, issues, and strategic priorities.
• Influence cross-functional partners to resolve challenges and maintain alignment with business objectives.

4. Client Outreach & Escalation Management

• Oversee client outreach initiatives related to KYC requirements, regulatory reviews, and ad hoc requests.
• Manage complex and sensitive client escalations, ensuring timely resolution and effective communication.
• Balance regulatory obligations with the overall client experience.
• Act as the escalation point for issues raised by clients, business partners, and external consulting firms.

5. Risk Management & Continuous Improvement

• Identify operational risks, control gaps, process inefficiencies, and emerging delivery challenges.
• Lead root cause analysis and coordinate remediation activities with relevant stakeholders.
• Drive process improvements, workflow standardization, and automation opportunities.
• Develop and maintain procedures, playbooks, governance documentation, and management reporting.
• Support the transition from Fenergo to CM CIF, helping improve the efficiency and scalability of the KYC operating model.

What We're Looking For

• Bachelor's degree in Finance, Law, Risk Management, or a related discipline.
• 7+ years of experience managing third-party vendors, consulting firms, outsourced operations, or large-scale operational teams.
• Proven people leadership experience, including coaching, developing, and performance managing employees in a high-volume environment.
• Strong knowledge of KYC, AML, Customer Due Diligence (CDD), client onboarding, and periodic review processes.
• Demonstrated experience overseeing large operational programs and managing service-level expectations.
• Experience working with senior stakeholders across Business, Compliance, Risk, Operations, and Technology.
• Strong background in issue resolution, risk management, governance, and regulatory remediation.
• Experience leading operational transformation, process improvement, or large-scale regulatory initiatives within financial services.
• Exceptional communication, relationship management, influencing, and conflict-resolution skills.
• Ability to navigate complex, matrixed organizations and drive results across multiple stakeholder groups.

Additional Assets:

• ACAMS certification or an equivalent AML/KYC designation.
• Capital Markets experience.
• Experience with Fenergo or other Client Lifecycle Management (CLM) platforms.
• Experience managing offshore delivery teams and external consulting partners.

Technical Skills & Systems

• Intermediate to advanced Microsoft Office skills (Excel, PowerPoint, Word, Outlook).
• SharePoint experience, including document management, governance, and collaboration sites.
• Familiarity with KYC, client lifecycle management, onboarding, and case management platforms.
• Exposure to Fenergo or comparable CLM solutions is strongly preferred.
• Experience developing operational dashboards, executive presentations, performance reports, and management metrics.
• Knowledge of workflow optimization, automation, and operational excellence methodologies.