Head of Customer Due Diligence and Risk Operations
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Before you apply
LocationPhilippines - BGC Taguig
Typefull-time
SeniorityDirector
Company size1,001–5,000 people
PostedOct 21, 2026 · 2w ago
Verified live2d ago
At a glanceSummarised by Seekless from the posting.
Lead the end-to-end EDD lifecycle, ensuring strong governance from case initiation to closure
Design and optimize case workflows, control points, and handoffs to improve efficiency, quality, and turnaround time
Identify and address bottlenecks, rework drivers, and process gaps through continuous improvement initiatives
Drive SLA adherence, including proactive management of backlog, case aging, and operational throughput
Implement standardization, automation, and best practices to enhance operational scalability and control effectiveness
Conduct root cause analysis for delays, defects, and SLA breaches
Drive capacity planning, triage optimization, and workflow enhancements
Escalate high-risk, overdue, or systemic issues through governance channels
Lead development of enterprise-level MI and analytics covering customer name screening, CRR, HRC volumes/trends, TM alerts/insights
Diagnose system-driven anomalies and drive root cause analysis and resolution planning
Deliver governance-ready MI dashboard/reporting with insights, drivers, and action recommendations for ExCom, AML Committee, CORC, Group Office
Perform trend analysis, root cause analysis, and deep dives to identify emerging risks and control weaknesses
Enable data-driven prioritization and performance management across risk operations
Strengthen data integrity, governance, accuracy, and consistency across risk reporting
Oversee EDD assessments and AML risk evaluations, ensuring well-documented, consistent, and defensible decision-making
Conduct and validate triggering event reviews and periodic reviews, ensuring risk ratings and customer data remain accurate
Support transaction monitoring investigations and scenario assessments, including escalation of material risks
Assess control effectiveness and identify gaps, inconsistencies, and emerging risk exposures
Lead management of AML-related incidents and regulatory-driven actions, including high-risk cases, escalations, and directives
Oversee handling of freeze orders, audit findings, and regulatory issues, ensuring timely and compliant execution
Coordinate with FCC and stakeholders on regulatory engagement, escalation, and reporting
Ensure proper documentation, resolution, and closure of incidents in line with governance standards
Establish and maintain robust tracking mechanisms for case lifecycle, escalations, high-risk cases, QA findings, remediation actions
Drive structured remediation planning, including root cause identification, action plans, and ownership accountability
Monitor and validate closure of audit, QA, and regulatory findings
Provide regular governance updates and actionable insights to stakeholders
Act as the control authority for Policy Internal Replacement (IR) monitoring and validation
About FWD Group
FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves over 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the Hong Kong Stock Exchange under the stock code 1828. For more information, please visit www.fwd.com
About FWD Life Philippines
FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.
For more information, please visit fwd.com.ph.
1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital
2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent
About the role
The Director, Due Diligence and Risk Operations is responsible for strengthening Financial Crime Compliance (FCC) execution through end-to-end Enhanced Due Diligence (EDD) lifecycle oversight, data-driven management information (MI) reporting, and quality assurance (QA) over Line 1 AML and FATCA/CRS controls.
The position ensures that Line 1 activities are complete, accurate, consistent, timely, and evidencable, while supporting regulatory readiness through structured remediation governance, control testing, and continuous process improvement.
Acting within a Line 1.5 construct, this role serves as a critical bridge between Operations and FCC, ensuring effective control execution alongside independent challenge, aligned with Group Operating Model expectations.
Responsibilities
1.
EDD Lifecycle Management & Process Optimization
•
Lead the end-to-end EDD lifecycle, ensuring strong governance from case initiation to closure
•
Design and optimize case workflows, control points, and handoffs to improve efficiency, quality, and turnaround time
•
Identify and address bottlenecks, rework drivers, and process gaps through continuous improvement initiatives
•
Drive SLA adherence, including proactive management of backlog, case aging, and operational throughput
•
Implement standardization, automation, and best practices to enhance operational scalability and control effectiveness
•
Conduct root cause analysis for delays, defects, and SLA breaches
•
Drive capacity planning, triage optimization, and workflow enhancements
•
Escalate high-risk, overdue, or systemic issues through governance channels
2.
Data Analytics & Management Information (MI) Reporting
•
Lead the development of enterprise-level MI and analytics covering:
a. Customer Name Screening
b. Customer Risk Rating (CRR)
c. High-Risk Customer (HRC) volumes and trends
d. Transaction Monitoring ™ alerts and insights
•
Diagnose system-driven anomalies (e.g., spikes, post-fix surges) and drive root cause analysis and resolution planning
•
Deliver governance-ready MI dashboard and reporting with insights, drivers, and action recommendations for ExCom, AML Committee, CORC, Group Office
•
Perform trend analysis, root cause analysis, and deep dives to identify emerging risks and control weaknesses
•
Enable data-driven prioritization and performance management across risk operations
•
Strengthen data integrity and governance, accuracy, and consistency across risk reporting
3.
Assessment and Risk Evaluation
•
Oversee EDD assessments and AML risk evaluations, ensuring well-documented, consistent, and defensible decision-making
•
Conduct and validate triggering event reviews and periodic reviews, ensuring risk ratings and customer data remain accurate
•
Support transaction monitoring investigations and scenario assessments, including escalation of material risks
•
Assess control effectiveness and identify gaps, inconsistencies, and emerging risk exposures
4.
Incident Management & Regulatory Response
•
Lead management of AML-related incidents and regulatory-driven actions, including high-risk cases, escalations, and directives
•
Oversee handling of freeze orders, audit findings, and regulatory issues, ensuring timely and compliant execution
•
Coordinate with FCC and stakeholders on regulatory engagement, escalation, and reporting
•
Ensure proper documentation, resolution, and closure of incidents in line with governance standards
5.
Tracking, Governance & Remediation Oversight
•
Establish and maintain robust tracking mechanisms for:
a. Case lifecycle (aging, backlog, SLA)
b. Escalations and high-risk cases
c. QA findings and remediation actions
•
Drive structured remediation planning, including root cause identification, action plans, and ownership accountability
•
Monitor and validate closure of audit, QA, and regulatory findings
•
Provide regular governance updates and actionable insights to stakeholders
•
Act as the control authority for Policy Internal Replacement (IR) monitoring and validation.