AVP, Client Service Engineering - AML & Financial Crime Operations

Reporting to the VP, the AVP Client Service Engineering plays a pivotal role in driving end-to-end change through process reengineering, automation, and efficiency improvements. He/She will lead multiple client service priorities, collaborate with cross-functional stakeholders, and ensure the successful execution of initiatives that align with the bank's strategic objectives.

Service Journey Reimagination

• Support the redesign and documentation of client service journeys to ensure they are client-centric, efficient, and risk-controlled

• Support end-to-end process optimization and automation initiatives

Service Delivery & Performance Management

• Coordinate with cross-functional teams to ensure delivery of initiatives

• Track, analyze, and report performance against KPIs (CX, scalability, risk).

Stakeholder Engagement & Change Leadership

• Support VP in engaging business stakeholders to align on priorities

• Act as a change agent by advocating agile ways of working and continuous improvement

• Assist in applying change management frameworks (e.g., ADKAR, Kotter) at the workstream level

Continuous Improvement & Innovation

• Conduct analysis to identify improvement opportunities and pilot AI/automation solutions

• Document and contribute to toolkits, playbooks, and frameworks for consistent service delivery

Reporting & Communication

• Prepare materials for governance forums, ExCo-X, and GCOO meetings

• Consolidate updates, risks, and key issues for escalation to senior management