Customer Intelligence Unit Manager

Customer Intelligence Unit Manager

The Customer Intelligence Unit Manager oversees the Special Coverage Unit consisting of Senior EDD analysts reviewing Mercury customers with the highest transaction volumes and referrals from Choice Bank’s FIU, CIU, and QA teams. This position reports directly to the Customer Intelligence Unit Director.

• Oversee KYC activities, including transaction analysis, across the Bank’s Fin Tech program’s Special Coverage Unit which focuses on the highest risks across Customers, Products/Services, and Geographies
• Help support the Bank’s Operating Model to strengthen Second Line of Defense level program controls by establishing and managing a specialized group of resources with elevated experience/skillset to perform KYC activities for customers with the highest transaction volumes and customer referrals from Choice’s FIU, CIU, and QA teams into a centralized KYC program
• Help develop a comprehensive Quality Control (QC) process and perform 2nd level review of the EDD reviews performed by Fintech Partners
• Work closely with the Bank’s Quality Assurance (QA) function, identifying, implementing, and training on CIU process enhancements
• Serve as a Subject Matter Expert (SME) for Special Coverage Unit EDD analysts
• Evaluate and monitor staffing capacity and production metrics for Special Coverage Unit EDD analysts
• Developing relationships with key internal and external stakeholders, including external consultants, IT staff and senior management to serve Fin Tech partners
• Provide thought leadership and advancement of the KYC program by leveraging technology and enhancing the Bank’s capabilities to support growth
• Perform annual performance reviews for all Special Coverage Unit EDD analysts
• Support internal audit and regulatory agency reviews of the program by maintaining evidence of ongoing enhancements
• Ensuring identified program issues and risks are appropriately remediated
• Adapt to changes in EDD population, regulatory commitments, internal compliance commitments, etc., as appropriate
• Ensure adequate capacity planning/workload prioritization across Special Coverage Unit EDD analysts relative to identified targets, SLAs and Regulatory commitments
• Fostering an innovative and inclusive environment while playing an active role in counselling and mentoring junior colleagues
• Driving high quality work products within expected time frames and budget
• Monitoring progress, managing risks and ensuring key stakeholders are kept informed on progress and outcomes
• Building and growing relationships with Fin Tech partners and throughout the financial crimes compliance industry
• Understanding and being able to analyze key aspects of anti-money laundering, sanctions, anti-bribery and corruption, and other financial crimes regulations

• Conduct regular one-on-ones and coach to success (i.e. help them win)
• Set expectations by defining the desired results and trusting the process to the employee
• Listen to employee feedback – what’s working, what’s not – support them in making positive changes and provide them with adequate resources
• Invest in the employee’s professional and personal development through intentional allocation of time to learning and professional opportunities
• Catch employees being successful and deliver timely, individualized recognition

• 5–7 years of financial crimes compliance experience within regulated banking or consulting; practical work with higher-risk sectors (Digital Assets, MSBs, Third-Party Payment Processors) is preferred.
• Operates confidently across the BSA/AML ecosystem (KYC, sanctions screening, risk rating, EDD), including workflow ownership and quality reviews.
• Direct involvement in BSA/AML program transformation (regulatory response or BAU), delivering defined work streams and measurable improvements.
• Hands-on experience with Fin Tech, Digital Banking, and/or BaaS partner oversight, including issue tracking and remediation coordination.
• Capable communicator with cross-functional leaders; supports regulatory interactions by preparing evidence and drafting responses.
• 2–3 years of team coordination or people management; able to manage budgets for small…