Senior Quality Assurance Manager

Overview of role

Office : London (50% Hybrid applies)

The Quality Assurance (QA) team plays a critical oversight function within the Firm's Compliance department. Their role is to independently assess the client vetting processes in the Business Acceptance and Regulatory Monitoring & Investigations (RM&I) teams and identify individual and systemic trends. The team takes a partnership approach to the Compliance department and is responsible for coaching the Analysts, maintaining relationships with external vendors and enhancing 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. They are responsible for managing the end-to-end delivery of the QA strategy, overseeing QA frameworks, methodologies and communication standards, whilst leading cross-functional activities with the Compliance, Risk and Operations teams. The post-holder is expected to build and maintain strong working relationships with stakeholders across the business. An exceptional people leader, this role will also help build a team of highly competent trained Analysts that are subject matter experts, exceptional communicators and team players.

Please be advised this role requires you to be in the office for 50% of the time.

Duties, Responsibilities & Person Specification

• Leadership and team management: drive high performance, strong knowledge, accuracy and consistency in quality checks through effective team leadership and individual management.
• Own and manage the delivery of the QA strategy across client onboarding, periodic and trigger reviews.
• Oversee QA frameworks, methodologies, and communication standards, ensuring that the team applies policies consistently across all 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 to highly competent QA professionals; driving a best-in-class service, and providing regular and constructive feedback.
• Communicate quality standard, 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 as and when required for QA matters.

Education, Skills & Experience

• Expert-level knowledge of AML, KYC, and financial crime regulations.
• Experience of designing advanced QA frameworks and methodologies.
• Experience of regulatory reporting and preparing governance documentation.
• Knowledge of quality management information dashboards and experience of overseeing them.
• Plans for 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 to a non-technical audience.

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