VP, KYC Client Enablement to lead end-to-end program delivery using KYC client lifecycle management

VP, KYC Client Enablement to lead end-to-end program delivery using KYC client lifecycle management - JP2673

Location: Hybrid - Downtown Toronto – in office every other day (2 days one week, 3 days the next week)

The VP, KYC Client Enablement is responsible for leading the end-to-end Know Your Customer (KYC) program, including New-to-Bank (NTB) onboarding, periodic KYC refresh activities, and client outreach. This role oversees the successful execution of KYC due diligence activities performed by both internal teams and external consulting partners, ensuring regulatory requirements, risk standards, and service level expectations are met.

The VP, KYC Client Enablement serves as the primary point of coordination between business stakeholders, clients, operations, compliance, and third-party service providers. The role is accountable for identifying and resolving operational issues, driving continuous process improvements, managing escalations, and ensuring a high-quality client and stakeholder experience throughout the KYC lifecycle. This opportunity is being recruited to provide maternity leave coverage and offers leadership of an onshore team of four employees, along with oversight of approximately 200 offshore contractor resources.

This is a unique opportunity to join during a period of significant transformation. The successful candidate will work closely with Commercial Banking partners while helping drive the transition from Fenergo to CM CIF, providing exposure to change leadership, operational excellence, and stakeholder management. The scale of the mandate, combined with the opportunity to lead through change and contribute to a major business transformation, makes this an excellent opportunity for learning, growth, and professional development.

Must Haves

• 7+ years experience managing third-party vendors, consulting firms, or outsourced operations.
• Proven people management experience, including leading, coaching, developing, and performance managing teams in a high-volume operational environment.
• Strong understanding of KYC regulatory requirements, customer due diligence, lifecycle management, and risk management practices.
• Demonstrated experience leading cross-functional teams and stakeholder engagement initiatives.
• Excellent problem-solving, analytical, and decision-making skills.
• Exceptional communication, relationship management, and conflict-resolution abilities.
• Demonstrated experience operating within a complex matrixed organization, with the ability to influence and drive outcomes across multiple stakeholder groups including Business, Compliance, Risk, Operations, Technology, and external service providers.
• Experience leading operational transformation, process improvement, or large-scale regulatory initiatives within a financial services environment.
• Bachelor’s degree in law, Finance, Risk Management, or a related field.

Technical Skills

• Intermediate to advanced proficiency in Microsoft Office Suite, including Excel, PowerPoint, Word, Outlook, and SharePoint.
• Intermediate SharePoint experience, including document management, governance documentation, collaboration sites, workflow coordination, and content administration.
• Experience with KYC, client lifecycle management, onboarding, or case management platforms.
• Experience developing and maintaining management reporting, dashboards, executive presentations, and performance metrics.
• Strong analytical skills with the ability to interpret operational data, identify trends, and drive data-informed decision making.
• Knowledge of workflow optimization, automation opportunities, and operational excellence methodologies.
• Experience supporting governance, issue management, control environments, and remediation activities within a regulated financial institution.

Nice to Have

• ACAMS certification or equivalent AML/KYC industry designation
• Exposure to Fenergo or similar CLM platforms

Responsibilities

KYC Program Management

• Lead and oversee New-to-Bank onboarding and KYC refresh program across Capital Markets.
• Ensure timely completion of customer due diligence activities in accordance with regulatory requirements, internal policies, and service level commitments.
• Monitor program performance, productivity, quality, and key risk indicators to ensure effective execution of KYC activities.
• Maintain oversight of case inventories, aging, turnaround times, and overall program health.

Third-Party Vendor Management

• Manage and oversee external consulting firm responsible for executing KYC onboarding and refresh reviews.
• Establish performance expectations, service level agreeme