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About the Role

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.

Responsibilities

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.
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.
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.
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.
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.

Requirements

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.
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.

Skills

Customer Lifecycle Management
KYC/KYB
Customer Risk Assessments
CDD
EDD
AML compliance
Risk-based customer due diligence frameworks
Customer risk-rating methodologies
Leadership
Strategic thinking
Decision-making
Problem-solving
Communication
Stakeholder management
Cross-functional initiative leadership
Organizational change driving
Organizational skills
Project management
Operational planning
Regulatory requirements balancing
Business objectives balancing
Customer experience considerations balancing
PCMLTFA
FINTRAC guidance
FATF recommendations
Customer onboarding
Customer risk assessment
Due diligence
Periodic review
Remediation programs
Compliance and lifecycle technology solutions
Actimize
X-Sight Onboard
Dow Jones
Bilingualism in English and French

Experience Level

8-10 years of experience in AML, KYC, Customer Due Diligence, Financial Crime Compliance, or a related discipline
3-5 years of progressive leadership experience managing AML, KYC, or Client Lifecycle teams

Education Level

Bachelor's degree in Business, Finance, Law, Accounting, Criminology, or a related field

About the Company

GardaWorld Cash Services Canada & Société en commandite transport de valeurs Garda