WKO Reviewer Quality Control Manager

JPMorgan Chase & Co.•Tampa, FL

About The Position

The Corporate Investment Bank’s Know Your Customer (KYC) team plays a critical role in protecting JP Morgan’s reputation and financial assets by maintaining rigorous adherence to diverse regulatory requirements. Leveraging a strong Global Operating Model, JP Morgan provides a unified and efficient KYC process that covers all business lines and regions, establishing a benchmark for excellence and consistency throughout the organization. As a Quality Control Manager in the Wholesale KYC Operations Reviewer team within Digital and Platform Services, you will oversee a team of Reviewers in North America, ensuring the efficient and timely Onboarding, Renewal, and Remediation of client KYC relationships at JP Morgan. You will collaborate closely with the WKO Production Team and key stakeholders in Sales, Reference Data, Credit, Legal, and Compliance. Your role involves managing escalations and challenges arising from comprehensive quality reviews of KYC profiles performed by the team, to ensure compliance with both corporate and regulatory standards for new clients, incremental business, periodic reviews, and remediation activities. Drawing on your strong AML and KYC expertise, you will thrive in a fast-paced, dynamic environment, proactively driving process enhancements and initiatives. You will also be responsible for Reporting and Presentation of KPIs to Senior Leadership, foster a culture of excellence, quality, respect, and inclusivity, and build strong relationships while maintaining clear and effective communication in a risk- and quality-focused environment.

Requirements

Strong leadership and management experience in the KYC domain, with a strong client focus and proven interpersonal, partnership, and influencing skills.
Ability to interpret and apply regulatory and compliance policies and procedures when managing escalated reviews.
Outstanding verbal and written communication abilities, capable of influencing stakeholders at all organizational levels.
Strong understanding of markets and cash management products and how it affects AML and KYC considerations.
Comprehensive knowledge of KYC/AML and awareness of AML / KYC risks.
Reporting and Presentation skills for effective communication with Senior Leadership including Strategic thinking to drive Process initiatives.
Innovative problem-solver, emphasizing accountability, ownership, and the delivery of effective solutions.
Demonstrated ability to coordinate resources, navigate complex internal structures, and negotiate with senior leadership.
Successful track record in managing change and building strong relationships and partnerships with stakeholders throughout the organization.
Superior analytical and research capabilities, with meticulous attention to detail and a talent for thoroughly investigating and resolving issues.
Bachelor’s degree or equivalent qualification with 3+ years of AML, Compliance, audit or KYC experience.

Responsibilities

Act as the primary contact for Regional and Global WKOR/Production Leads, Policy, and GFCC, handling escalations, action plans, and risk-related matters.
Leading and managing a group of WKO Reviewers.
Remain informed about changes in processes, procedures, and regulations, ensuring the team is updated and compliant with all new requirements.
Identify, lead, and implement process enhancements, offering subject matter expertise on critical process and technology initiatives that support WKO strategic goals.
Manage governance and location-specific responsibilities for the Plano and Tampa Reviewer teams, proactively collaborating with senior stakeholders.
Contribute actively to the WKOR Target Operating Model Program by overseeing KYC record distribution, managing team capacity, tracking work assignments, and ensuring consistency in quality control.
Build and maintain strong relationships with stakeholders for all deliverables and escalations, supporting North American entity types and international sales business lines.
Lead, inspire, and develop your team through regular one-on-ones, skip-level meetings, coaching, and by fostering a resilient, high-performance team culture.
Track team performance using scorecards, metrics, KPIs, and KRIs, ensuring service level agreements and cycle times are achieved with minimal escalations.
Participate in governance and quality assurance monitoring, analyzing error trends to prevent repeat issues and drive ongoing improvements.
Serve as a subject matter expert on key risks identified across all levels of KYC due diligence.