Director, Client Lifecycle Management and AML Compliance

Department: AML Compliance
Reports to: Senior Director, AML Compliance & Compliance Officer (CAMLO)
Scope: GardaWorld Cash Services Canada & Société en commandite transport de valeurs Garda

Role Purpose

The Director, Client Lifecycle Management is responsible for the strategic leadership, governance, and operational effectiveness of GardaWorld Cash's Client Lifecycle Management (CLM) program across Canada.

The role oversees all activities related to customer onboarding, KYC/KYB, Client Risk Assessments, Customer Due Diligence (CDD), Enhanced Due Diligence (EDD), Periodic Reviews, Ongoing Client Maintenance, and Client Requests for Information (RFIs).

The Director ensures customer relationships are established and maintained in accordance with applicable regulatory requirements, internal policies, and the organization's risk appetite. The position is accountable for lifecycle governance, customer risk management, operational excellence, team leadership, and the continuous enhancement of client lifecycle processes, systems, and controls.

Working closely with AML leadership, Sales, Operations, Legal, Finance, IT, and other key stakeholders, the Director supports business growth while maintaining a strong and effective compliance framework.

Key Responsibilities

Client Lifecycle Leadership

• Lead GardaWorld Cash's Client Lifecycle Management program, including Onboarding, KYC/KYB, Client Risk Assessments, CDD, EDD, Periodic Reviews, Ongoing Client Maintenance, and Client RFIs.
• Ensure lifecycle processes effectively support regulatory compliance, risk management, operational efficiency, and business growth.
• Ensure a consistent risk-based approach is applied throughout the customer lifecycle.

Risk and Compliance Oversight

• Oversee customer due diligence and risk assessment frameworks, ensuring alignment with regulatory requirements, internal policies, and the organization's risk appetite.
• Review and escalate significant client risks, exceptions, and high-risk relationships as required.
• Ensure the consistent application of lifecycle controls, customer due diligence standards, and risk-based decision making.

Strategy, Governance and Continuous Improvement

• Define and execute the strategic direction for the Client Lifecycle function.
• Maintain effective governance, controls, policies, procedures, and performance standards.
• Lead process optimization, technology enhancements, data quality initiatives, and operational improvement programs.
• Identify and implement automation opportunities and process transformation initiatives to enhance efficiency and effectiveness.

Stakeholder and Regulatory Engagement

• Serve as the senior point of contact for complex lifecycle matters and collaborate with Sales, Operations, Legal, IT, Finance, and Compliance stakeholders.
• Support regulatory examinations, audits, and independent reviews, ensuring timely remediation of identified issues.
• Provide subject matter expertise and guidance on customer lifecycle and due diligence requirements.

Performance and People Leadership

• Lead, develop, and mentor the Client Lifecycle team.
• Establish performance objectives, manage resources and capacity, and ensure the function is positioned to meet regulatory and business objectives.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Prepare and present reports to senior leadership on key risks, operational performance, service levels, trends, and strategic initiatives.

Required Skills

• Advanced expertise in Customer Lifecycle Management, KYC/KYB, Customer Risk Assessments, CDD, EDD, and AML compliance.
• Strong understanding of risk-based customer due diligence frameworks and customer risk-rating methodologies.
• Demonstrated leadership experience managing high-performing teams in a regulated environment.
• Strong strategic thinking, decision-making, and problem-solving capabilities.
• Exceptional communication and stakeholder management skills.
• Proven ability to lead cross-functional initiatives and drive organizational change.
• Strong organizational, project management, and operational planning skills.
• Ability to balance regulatory requirements, business objectives, and customer experience considerations.

Qualifications and Experience

• Bachelor's degree in Business, Finance, Law, Accounting, Criminology, or a related field.
• Minimum 8-10 years of experience in AML, KYC, Customer Due Diligence, Financial Crime Compliance, or a related discipline.
• Minimum 3-5 years of progressive leadership experience managing AML, KYC, or Client Lifecycle teams.
• Strong working knowledge of the PCMLTFA, associated regulations, FINTRAC guidance, and FATF recommendations.
• Demonstrated experience leading customer onboarding, customer risk assessment, due diligence, periodic review, and remediation programs.
• Experience supporting regulatory examinations, audits, independent reviews, and remediation initiatives.
• Experience implementing or overseeing compliance and lifecycle technology solutions.
• CAMS or equivalent AML certification is considered an asset.
• Experience with Actimize, X-Sight Onboard, Dow Jones, or similar compliance technologies is considered an asset.
• Bilingualism in English and French is considered an asset.