Global CDD Quality Control Manager in Gateshead

Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. We’re looking for an experienced Global CDD Quality Control Manager to join our ever-evolving Enterprise Customer Due Diligence team and help us unleash the potential of every business. You will be responsible for managing the quality control team globally. This role ensures the company's compliance with all applicable regulations and internal policies. This is a unique opportunity to join a high-performing team shaping the quality control landscape within the organisation.

What you’ll own as the Global CDD Quality Control Manager

• Governance and Reporting
  • Design, implement and continuously refine a comprehensive Quality Management Framework incorporating clear governance structures, escalation pathways and materiality classification criteria.
  • Define clear quality standards, thresholds, KPIs, and performance metrics to drive consistency and measurable outcomes across CDD activities.
  • Maintain robust methodologies and risk-based sampling approaches that provide statistically significant insights into process and control effectiveness.
  • Partner with Compliance, Risk, Audit and other key stakeholders to ensure alignment with regulatory obligations, internal policy and industry expectations.
  • Perform Root Cause Analysis to identify systemic issues, assess emerging trends and inform improvements to control design and reporting accuracy.
  • Provide high quality insights, dashboards and narrative reporting for senior leadership, governance forums, and external stakeholders, highlighting risks, themes and improvement opportunities.
  • Ensure all QC activities, findings, decisions, and remediation evidence are recorded accurately and maintained in line with audit and regulatory standards.
• Continuous Improvement
  • Conduct thorough quality reviews and testing of CDD files, complaints, SLAs and systems and end-to-end controls to ensure adherence to regulatory requirements, internal policies and industry best practices.
  • Validate the accuracy and completeness of customer information and documentation ensuring adherence to onboarding and periodic review standards.
  • Identify process deficiencies, inconsistencies, and potential risk exposures, providing clear and actionable recommendations for improvement.
  • Champion proactive optimisation initiatives to streamline processes, enhance the customer experience and reduce operational friction.
  • Manage the scoping, planning, and delivery of continuous improvement projects, ensuring clear milestones, accountability, and measurable outcomes.
  • Contribute to the development of high-quality training materials and knowledge resources to promote consistency, system proficiency, and a customer centric mindset.
  • Deliver targeted training and coaching to CDD teams on standards, common findings, quality expectations, and best practices.
• Remediation and Action Management
  • Develop and operate robust action tracking mechanisms to monitor all QC findings, ensuring effective oversight from identification to closure.
  • Ensure timely remediation of material issues through active follow up, stakeholder coordination, and escalation where necessary.
  • Conduct post‑implementation testing to assess the effectiveness and sustainability of remedial actions.
  • Oversee evidence-based closure of findings, ensuring resolutions meet regulatory, audit, and internal policy requirements.
  • Track repeated issues and conduct trend analysis to identify ineffective remediation patterns and inform long-term control enhancements.
  • Establish clear accountability frameworks that promote ownership, transparency, and timely resolution of issues.
• Leadership and Development
  • Lead, mentor and develop a high performing team, creating a culture of excellence, accountability and continuous development.
  • Implement performance management frameworks, including clearly defined objectives, regular performance reviews and career development plans to build a high performing function.
  • Foster a collaborative and inclusive team culture that promotes open communication, knowledge sharing and professional growth.
  • Cultivate a customer‑centric culture, risk aware culture, encouraging innovative and proactive thinking to balance regulatory objectives and exceptional customer experience.
  • Develop and maintain an open and positive relationship with internal and external stakeholders to support collaboration, influence decision making and enhance the effectiveness of the CDD function.
  • Identify areas of improvement and emerging threats and develop comprehensive training programmes to enhance capabilities and expertise.

Essential

• Minimum of 7 years' experience in regulatory compliance and operational roles with a strong focus on quality control and customer due diligence.
• Extensive knowledge of CDD and financial crime regulations, including AML, KYC, and other relevant regulatory requirements.
• Proven experience in managing and developing quality control teams in a global environment.
• Strong understanding of statistical sampling approaches and data analysis techniques.
• Experience in implementing and maintaining comprehensive quality control frameworks.
• Demonstrated ability to communicate effectively with stakeholders at all levels, including senior management and regulatory bodies.
• Track record of driving continuous improvement in processes and team performance.