EMEA Wholesale Know Your Customer Client Office - Executive Director (KYC Business Lead)

J.P. Morgan
J.P. Morgan

Customer Service

London, UK

Posted on Jun 24, 2026
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Shape the future of KYC operations in EMEA by leading a high-performing team at the forefront of innovation. Drive impactful change, deliver exceptional client service, and champion responsible AI adoption in a dynamic, fast-paced environment.

As a Seasoned Executive Director (KYC Business Lead) in the EMEA WKO Banking Client Office, you will lead the KYC Middle Office teams supporting the GCB Mid and Large Cap business in EMEA. The team partners closely with Bankers to fulfil AML/KYC requirements for new client onboarding and periodic renewals, ensuring seamless coverage and compliance. Reporting to the Head of EMEA WKO Banking Client Office, you will forge excellent stakeholder relationships, manage a dynamic book of work with outstanding transparency, and effectively communicate complex KYC requirements and process demands. You will build an outstanding client service team while accelerating responsible adoption of AI and automation to improve quality, speed, control outcomes, and colleague experience.

Job responsibilities

  • Lead delivery excellence by managing on-time periodic renewals and new client onboarding, ensuring speed and a seamless client experience.
  • Maintain strong end-to-end ownership of workflow health, capacity planning, escalation management, and service delivery across the team.
  • Develop and sustain robust partnerships with KYC owners, desk heads, Compliance, and other key stakeholders, driving clear governance routines and transparent communications on risk, throughput, and prioritization.
  • Simplify and engineer operational processes and systems to ensure consistency across the team, leveraging best practices and driving adoption of new tools and technology.
  • Drive intelligent automation initiatives, including AI-assisted document intake, workflow digitization, and analytics-driven exception management to improve quality, speed, and control outcomes.
  • Develop sustainable KYC practitioner skills at supervisory level, instilling operational excellence and attention to detail, and coach, develop, and attract talent to strengthen the team.
  • Train and upskill the team to be future-ready, with a focus on AI and new technological developments.
  • Utilize a data-driven approach to improve KPIs for quality, timeliness, productivity, and client service, establishing operational performance insights through root-cause analytics and actionable MI.
  • Continuously assess and proactively identify gaps in the KYC onboarding and renewal process, developing strategies to prevent future control gaps and adverse audit results.
  • Identify, sponsor, and deliver AI-enabled enhancements to the KYC operating model in partnership with Technology, Controls, and Compliance.
  • Ensure responsible AI governance by aligning initiatives with model risk, privacy, and compliance requirements, and establishing robust human-in-the-loop review standards.

Required qualifications, capabilities, and skills

  • Significant senior level experience in business operations, compliance, audit, or management.
  • Strong client focus with proven leadership, partnership, and influencing skills.
  • Excellent stakeholder management and governance skills.
  • Track record of delivering automation/AI-enabled operational improvements (e.g., workflow tools, analytics, document intelligence) with a strong appreciation for risk and controls.
  • Ability to communicate complex policy and operational concepts to all levels.
  • Experience interpreting and applying regulatory and compliance policies.
  • Demonstrated ability to engineer and enhance operational processes; experience leading change in a controlled environment.
  • Data-driven approach with focus on improving operational KPIs.
  • Experience managing special projects and regulatory initiatives.
  • Strong control mindset and commitment to continuous improvement.
  • Bachelor’s degree required.

Preferred qualifications, capabilities, and skills

  • MBA or other relevant graduate degree.
  • Extensive experience in business operations within Corporate & Investment Banking.
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Lead KYC E2E services for GCB EMEA, driving operational excellence, innovation, and strong stakeholder partnerships.
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