About us
Headquartered in London, we operate internationally and at Lloyd’s. With a global team of over 1000 people and 10 international offices, we’re able to advise from Brussels to Bermuda. As an independent (re)insurance broking firm we work with intermediaries, direct insureds and reinsureds. For over 120 years we’ve been industry leaders in a variety of specialist areas.
Working here
A career with us means the freedom to flourish. Whether you’re beginning your journey or ready to make your next move you’ll find a team of talented, inspirational people who care about their work and each other.
What really sets us apart is our people. We’re a diverse range of passionate advocates for doing things differently. We work together as one team, and our aim is always the outcome that will benefit everyone.
What you’ll do
The Group KYC Technical Lead is the senior technical subject matter expert for KYC operations, with responsibility for supporting complex and escalated cases, making judgement calls on challenging scenarios, and ensuring the effective use of KYC workflows, systems, and controls across the global team. This role acts as the bridge between KYC Operations, Technology, Compliance, and offshore delivery teams, ensuring that KYC systems and processes are applied consistently, efficiently, and in line with policy and regulatory expectations. The role also provides day-to-day oversight, coaching, and capability uplift for offshore teams handling KYC activities. The postholder will bring deep practical experience in Salesforce and associated KYC / case management / screening / workflow systems, combined with the confidence to make sound decisions on exceptions, process gaps, and non-standard client scenarios.
Role Responsibilities
1. Technical KYC Expertise
- Act as the lead technical SME for KYC systems, workflows, and operational processes.
- Provide expert guidance on how KYC requirements should be interpreted and executed within core platforms.
- Support the resolution of system, data, workflow, and process issues affecting KYC delivery.
- Partner with technology teams to improve system design, controls, data quality, and user experience.
- Ensure effective use of Salesforce and other supporting tools used in the KYC lifecycle.
2. Escalations and Challenging Cases
- Handle complex, high-risk, or non-standard KYC cases escalated by analysts, offshore teams, or business stakeholders.
- Make judgement calls on cases where policy interpretation, data gaps, documentation complexity, or process exceptions arise.
- Support consistent decision-making by documenting rationale and driving repeatable handling approaches.
- Escalate appropriately to Compliance, MLRO, Financial Crime, or senior stakeholders where required.
3. Offshore Team Oversight
- Provide functional oversight and day-to-day support to offshore KYC teams.
- Monitor quality, consistency, productivity, and adherence to procedure.
- Act as a point of escalation for questions, blockers, and technical/process issues.
- Build offshore team capability through coaching, guidance, training, and QA feedback.
- Help establish a strong control environment and continuous improvement culture.
4. Process Governance and Continuous Improvement
- Identify gaps, pain points, and control weaknesses in the end-to-end KYC process.
- Drive process simplification, standardisation, and automation opportunities.
- Translate operational issues into business requirements for system or workflow enhancements.
- Support change initiatives, UAT, process redesign, and implementation of new tools or controls.
- Maintain playbooks, decision trees, SOPs, and knowledge materials for complex case handling.
5. Stakeholder Management
- Work closely with KYC Operations, Compliance, Financial Crime, Technology, Client Onboarding, and business teams.
- Provide credible technical and operational input into governance forums, issue resolution, and change initiatives.
- Build trusted relationships across onshore and offshore teams.
- Communicate complex issues clearly to both technical and non-technical stakeholders.
Key Responsibilities
- Lead technical support for KYC case management and workflow execution.
- Review and resolve escalated KYC cases, exceptions, and policy interpretation queries.
- Oversee offshore delivery quality and consistency.
- Coach analysts and team leads on difficult case types and system usage.
- Ensure Salesforce and related systems are used effectively and consistently.
- Support root-cause analysis of recurring operational and technical issues.
- Partner with system owners and change teams on enhancements and fixes.
- Contribute to governance reporting, MI, and risk/control discussions.
- Maintain strong audit trail and documentation standards for judgement-based decisions.
- Help define training needs and capability plans across the team.
Qualifications
- Good level of education
- KYC/Compliance related qualification
Knowledge
- Deep understanding of KYC lifecycle activities, including onboarding, refresh, remediation, and trigger events.
- Knowledge of customer risk, ownership structures, documentation requirements, and exceptions handling.
- Understanding of workflow, data quality, case management, screening, and audit trail requirements.
- Comfortable navigating multiple systems and identifying where process and technology issues intersect.
- Able to assess when an issue is operational, technical, policy-related, or control-related.
Skills
- Strong judgement and decision-making
- Escalation management
- Problem-solving and root cause analysis
- Stakeholder management
- Coaching and capability building
- Process improvement
- Written and verbal communication
- Quality and control mindset
- Calm handling of ambiguity and complexity
Personal Attributes
- Credible SME with confidence to challenge and guide others
- Pragmatic and solutions-oriented
- Detail-focused without losing sight of delivery
- Resilient under pressure
- Collaborative and influence-led
- Strong ownership mentality
Experience
- Significant experience in KYC / AML / Client Onboarding / Financial Crime Operations.
- Strong experience handling complex or escalated KYC cases.
- Demonstrated experience providing technical or functional leadership within KYC operations.
- Experience overseeing or partnering with offshore / shared service teams.
- Strong working knowledge of Salesforce and other relevant case management/ workflow platforms.
- Experience translating operational requirements into system/process improvements.
- Exposure to regulated environments with strong governance and control expectations
Benefits
On top of a competitive salary we offer a fantastic benefits package including:
- 10% pension contribution from Miller. In addition, Miller will match any employee contributions up to 5%.
- Private Medical Insurance
- Medicare cash plan
- Minimum of 25 days annual leave (with flexibility to buy more)
- Life Assurance
- Income Protection
- Critical Illness cover
- Enhanced Maternity, Paternity Adoption and Shared Parental Leave
At Miller, we are committed to creating an inclusive and supportive environment for all candidates. If you require any adjustments or accommodations to support you during the application process, please don’t hesitate to let us know.
