Associate Director - Operational Excellence - Client Lifecycle Management (CLM)

Job Description

What is the opportunity?

The Operational Excellence Associate Director drives execution of audit remediation activities and operational excellence initiatives within the Client Lifecycle Management pillar. This role serves as a primary "doer" embedded within CLM operations, responsible for executing audit responses, managing action plans, and implementing control improvements. Unlike a governance function, this role maintains accountability into CLM Pillar heads for work execution and prioritization, ensuring audit requirements translate into concrete operational improvements.

The Associate Director coordinates audit responses across regulatory examinations, manages compliance-related documentation, and ensures sustainability of implemented controls. This position bridges the centralized Audit Engagement team and day-to-day CLM operations, ensuring timely resolution of identified issues while preventing recurring deficiencies.

What will you do?

Audit Response Planning & Execution

• Coordinate with 1st, 2nd line and 3rd line groups on review & exam scheduling and work planning
• Participate in quarterly advance planning sessions to anticipate regulatory examination cycles
• Support centralized intake management by providing pillar-level resource availability and capacity
• Maintain work inventory and prioritize activities aligned with internal review and external regulatory exam timelines
• Serve as the primary point of contact for assigned audit areas; coordinate directly with CLM Pillar heads & Head of Operational Excellence on work scope and priorities
• Develop detailed audit response narratives with supporting documentation, process maps, and data samples
• Track and manage audit action plans from initiation through completion and validation
• Maintain audit-ready documentation with clear evidence of control effectiveness and remediation status
• Respond to auditor inquiries and follow-up requests within agreed timelines

Control Assessment, Design & Governance

• Identify control gaps and design preventive or detective controls aligned with operational risk and regulatory expectations
• Recommend process improvements to CLM Pillar heads with supporting business cases
• Participate in self-identified issues management (EIM) to document and remediate deficiencies
• Support RCSA (Risk Control Self-Assessment) reviews and attestation processes
• Chairing and Coordination of CLM Monthly Risk and Control Forum.
• Perform periodic analysis of OREs, Breaches & Complaints to drive strategic remediation
• Coordinate with 1LODb & 2LOD teams to review CLM specific training requirements

Regulatory and Compliance Knowledge

• Maintain current knowledge of regulatory expectations in regulatory exams, KYC/AML requirements
• Work with the CLM Leadership & Head of Operational Excellence to translate regulatory findings into operational remediation activities
• Support privacy impact assessments, operational resilience reviews, BIA/BCP plan updates & Intragroup Outsourcing Documentation
• Ensure compliance with regulatory examination protocols and timelines
• Escalate emerging regulatory trends or examination focus areas to CLM leadership

Issue Management and Sustainability

• Ensure comprehensive documentation of identified issues, root causes, and remediation plans
• Assess sustainability of implemented controls and recommend enhancements
• Monitor duplicate issue identification and coordinate resolution with central audit team
• Track remediation metrics and provide status updates to CLM Pillar heads
• Identify systemic risks requiring structural or process-level changes

Decision Making

• Determines scope of audit response work and required supporting documentation; prioritizes remediation activities in consultation with CLM Pillar heads and central audit team
• Assess control design and operating effectiveness; recommends process improvements and enhanced control procedures
• Makes go/no-go decisions on completeness and accuracy of audit response documentation before submission
• Escalates emerging regulatory expectations or examination risks to Head of Operational Excellence and CLM Pillar heads
• Prioritizes work activities based on regulatory examination timelines and pillar operational capacity

Execution

• Recommends specific remediation actions and control enhancements to CLM Pillar heads and process owners
• Advises on regulatory examination preparation and required evidence packages
• Suggests process improvements to reduce audit findings and control deficiencies
• Recommends resource allocation and timeline adjustments based on examination complexity and scope

What do you need to succeed?

Must have:

• Minimum 3-7 years in regulatory examination response, KYC/AML compliance, or Client Due Diligence functions
• Bachelor's degree in Finance, Law, Compliance, Business Administration, or related field
• Direct experience with regulatory exams (National Futures Association, FINRA, SEC, or OCC preferred) or equivalent international regulatory frameworks
• Strong unde