Head of Customer Due Diligence in Bristol

hackajob is collaborating with Metro Bank to connect them with exceptional professionals for this role. At Metro Bank, we believe the best banking experience starts with people who genuinely care. We're not just delivering banking services - we're building trust through authentic connections. Here, our people come first; our colleagues are part of a team that values individuality, collaboration, and long-standing relationships. We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.

What you will do:

• Define and deliver the Bank's Customer Due Diligence (CDD) strategy across onboarding, periodic reviews and trigger event management, ensuring alignment with regulatory expectations and business objectives.
• Lead, inspire and develop a multidisciplinary CDD function, embedding a strong culture of risk awareness, accountability and operational excellence.
• Act as the organisation's senior CDD subject matter expert, providing strategic guidance to Risk, Financial Crime and business leadership teams.
• Oversee end-to-end CDD processes across all customer segments (Retail, SME, Corporate and High-Risk), ensuring robust, risk-based approaches including KYC, EDD and customer risk assessment methodologies.
• Establish and monitor KPIs, SLAs and quality assurance frameworks to drive consistent performance, efficiency and high-quality outcomes across all CDD activities.
• Own and maintain CDD procedures in line with the Financial Crime Framework, ensuring policies are clearly articulated, proportionate and effectively embedded within the business.
• Act as the primary interface with Second Line Financial Crime, ensuring strong alignment between regulatory requirements and operational delivery, including clear roles, responsibilities and governance.
• Drive the design and delivery of periodic review frameworks and trigger event processes, ensuring timely, accurate and risk-based reassessment of customer profiles.
• Provide expert oversight and direction on complex and high-risk cases, including escalation and recommendations to senior governance forums where customer relationships fall outside standard risk appetite.
• Lead engagement with internal and external audit, regulators and assurance functions, maintaining a robust control environment and delivering sustainable remediation where required.

And... we are a bank, so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank, and have the courage to call out any concerns.

What you will need:

• Deep technical expertise in CDD/KYC, including risk assessment methodologies, beneficial ownership, complex structures and Enhanced Due Diligence.
• Strong knowledge of UK regulatory frameworks, including FCA Handbook, JMLSG guidance and Money Laundering Regulations.
• Significant experience (typically 10+ years) in AML, CDD or Financial Crime within a UK regulated banking environment.
• Proven leadership capability, with experience managing large operational CDD teams and developing high-performing talent.
• Demonstrated ability to apply risk-based decision making in complex, high-impact and ambiguous environments.
• Experience designing, implementing and evolving CDD frameworks, systems and controls in line with regulatory expectations.
• Strong stakeholder management and communication skills, with experience engaging senior executives, regulators and auditors.
• Track record of driving operational excellence, leveraging technology and automation, and balancing regulatory compliance with customer and business outcomes.

Our promise to you...

We believe in "one in, one up" at Metro Bank, growing our own and promoting from within. That is why we are looking for YOU! An AMAZEING colleague to move into this FANtastic new role! We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts! We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!). We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.

Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that 'normal' office hours aren't always doable, and while we can't accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren't sure if you are 100% there yet... why not give it a whirl?