Worldpay
Global Quality Assurance Manager - Customer Due Diligence
Gateshead Office Location: Hybrid Working Option Available 2 - 3 days per week office based
Are you ready to write your next chapter?
Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.
What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.
We are seeking a highly motivated, detail-oriented and experienced Quality Assurance Manager to join our CDD team. The ideal candidate will play a critical role in ensuring the accuracy and completeness of CDD processes. You will be supporting the identification and mitigation of financial crime risks, maintaining compliance with regulatory requirements and recommending improvements to our procedures.
Are you ready to make your mark? Then you sound like a Worldpayer.
About the team
Our Legal, Risk, Compliance and Audit teams ensure we're doing business the right way. They help us balance a healthy risk appetite, so we're empowered to expand our horizons.
What you’ll own
Leadership:
- Lead and develop a high performing team through effective talent acquisition, onboarding and training programmes.
- Implement performance management frameworks, including clear performance objectives, regular performance reviews and career development plans to build a high performing function.
- Foster a collaborative and inclusive team culture that promotes open communication, knowledge sharing and professional growth.
- Cultivate a customer-centric culture with a strong understanding of risk and an innovative, proactive mindset to balance regulatory objectives and exceptional customer experience.
- Develop and maintain an open and positive relationship with internal and external stakeholders, as necessary.
- Identify areas of improvement and emerging threats and develop comprehensive training programmes to enhance capabilities and expertise.
Continuous Improvement
- Conduct thorough reviews and testing of CDD files, complaints, SLAs and systems and controls to ensure adherence to regulatory requirements, internal policies and industry best practices.
- Verify the accuracy and completeness of customer information and documentation.
- Identify deficiencies, inconsistencies, and potential risks in the CDD processes and recommend corrective actions.
- Proactively identify key areas of optimisation to improve processes and the customer experience to gain efficiencies and reduce customer friction.
Compliance and Risk Management
- Support the implementation and enhancement of CDD procedures.
- Collaborate with Compliance, Risk and other relevant teams to ensure alignment with regulatory requirements.
- Monitor and report of trends, issues and potential risks identified through QA reviews.
Reporting and Documentation
- Conduct Root Cause Analysis to identify and evaluate quality trends and contribute to the overall improvement of controls and reporting.
- Prepare detailed QA reports and summaries for senior management and regulatory bodies.
- Maintain accurate and up-to-date records of QA activities, findings and resolutions.
- Assist in the development and maintenance of QA-related documentation and training materials.
Training and Development
- Manage the development and delivery of appropriate project plans to assist in the delivery of continuous improvement.
- Participate in the design and creation of training packs to help drive consistency, ensure effective system utilisation, and promote a customer-centered approach across the CDD Teams.
- Provide training and guidance to the wider CDD teams on QA standards, common issues and best practices.
What you bring
Essential
- Minimum of 7 years’ experience in a quality assurance or audit role with a strong focus on customer due diligence.
- Proven experience in managing and leading teams in a fast-paced environment.
- A demonstrable understanding of legal/regulatory requirements pertaining to CDD.
- A strategic thinker with the ability to identify, mitigate and communicate risks and issues that could impact the organisation and the customer experience.
- Ability to build a positive culture of continuous improvement and learning, encouraging professional development opportunities and knowledge sharing initiatives.
- Ability to maintain strong relationships with stakeholders at all levels of the organisation, ensuring effective communication and alignment.
- Highly analytical and strong problem-solving skills, with the ability to interpret complex data and make informed decisions.
Desirable
- Experience in merchant acquiring.
- Relevant professional qualifications e.g. Diploma in AML or Financial Crime, CAMs certification.
- Experience using tools such as Orbis, Actimize, Salesforce, Fenergo.
Creative - You simplify the complex. Always looking forward to create a bigger impact for our colleagues and customers.
Accountable – You never standing still, never settle. You work at pace to achieve your goals.
Determined - You stay open – winning, and failing, as one. Always looking for solutions that add value.
What makes a Worldpayer
What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.
Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career.
Does this sound like you? Then you sound like a Worldpayer.
Apply now to write the next chapter in your career. We can’t wait to hear from you.
To find out more about working with us, find us on LinkedIn.
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Privacy Statement
Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.
Sourcing Model
Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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