Senior Quality Assurance Manager in England

Walkers is a leading international law and professional services firm providing legal, corporate and fiduciary services to global corporations, financial institutions, capital market participants and investment fund managers. With a global presence spanning the Americas, Europe, the Middle East and Asia, we advise on the laws of Bermuda, the British Virgin Islands, the Cayman Islands, Guernsey, Ireland and Jersey.

The Quality Assurance (QA) team plays a critical oversight function within the Firm's Compliance department. They independently assess the client vetting processes in the Business Acceptance and Regulatory Monitoring & Investigations teams, identify individual and systemic trends, coach analysts, maintain relationships with external vendors, and enhance overall quality scores through targeted training. The Senior Manager ensures that the team is effective, consistent, and aligned with the Firm's risk management priorities. The role involves managing the end-to-end delivery of the QA strategy, overseeing QA frameworks, methodologies and communication standards, and leading cross-functional activities with Compliance, Risk and Operations. The role requires presence in the office for 50% of the time.

Duties, Responsibilities & Person Specification

• Lead and manage the QA team, driving high performance, strong knowledge, accuracy and consistency in quality checks.
• Own and manage the delivery of the QA strategy across client onboarding, periodic and trigger reviews.
• Oversee QA frameworks, methodologies and communication standards, ensuring consistent application of policies across jurisdictions.
• Recommend improvements to internal policies, CDD/KYC procedures, QA frameworks and technology/systems.
• Produce regular reporting to senior management and governance committees, including trends, repeat issues, root-cause analysis, jurisdictional performance and quality improvement metrics.
• Act as the escalation point for complex or sensitive QA issues, making judgement calls where policies do not provide a clear answer.
• Recommend remediation steps for medium and high-risk findings.
• Oversee training and development to enhance competence of internal and external teams.
• Champion a quality culture through commitment to the team's development, driving a best-in-class service, and providing regular constructive feedback.
• Communicate quality standards, expectations and trends in regular communications such as bulletins and town halls to drive a quality culture.
• Deputise for the Head of Compliance Change and Delivery for QA matters when required.

Education, Skills & Experience

• Expert-level knowledge of AML, KYC and financial crime regulations.
• Experience designing advanced QA frameworks and methodologies.
• Experience with regulatory reporting and preparing governance documentation.
• Knowledge of quality management dashboards and experience overseeing them.
• Experience in operational risk control and remediation.
• Proven track record of developing and managing high-performing teams.
• Excellent people-management skills, including giving feedback, coaching and improving performance.
• Strong written and verbal communication skills.
• Data interpretation skills.
• Ability to influence and negotiate cross-functionally.
• Excellent interpersonal skills with a proven track record of building collaborative working relationships across a business.
• Ability to simplify complex regulatory issues for a non-technical audience.

Walkers Global is an equal opportunity employer. Equality and diversity are key to our global identity and integral to our goal to remain an employer of choice. We are committed to a work environment that supports all individuals irrespective of gender, ethnicity, nationality, race, religion, marital status, age, disability, pregnancy, sexual orientation, gender identity or any other applicable legally protected characteristics. Employment opportunities are open and accessible on the basis of personal ability.