Program Lead, Performance & Enablement

As a Program Lead, GFCO Performance & Enablement on the CX Compliance Operations team, you’ll build the learning and performance programs that keep our financial crime investigations accurate, consistent, and audit ready. The team delivers Transaction Monitoring, Enhanced Due Diligence, Screening, and Complaints Investigations, so readiness for complex regulated cases matters from day one. You’ll own programs from needs analysis through evaluation, and your work will show up in investigation quality, case handling efficiency, and regulatory readiness.

• →Own end-to-end delivery of onboarding, cross-skilling, and performance-improvement programs, from scoping and planning through deployment and post-launch follow-through in your workstream.
• →Diagnose capability gaps using operational data, quality results, and stakeholder input, distinguishing skill gaps from process, tooling, or policy issues and recommending the intervention most likely to close them.
• →Design practical learning experiences, including facilitated sessions, self-paced content, job aids, scenario-based practice, and assessments grounded in approved compliance procedures.
• →Build and maintain program documentation, rollout materials, evaluation records, and reusable templates that strengthen delivery quality, repeatability, and auditability.
• →Partner with subject-matter experts, operations leads, Workforce, Quality Assurance, and Data Analytics to validate content, align timelines, and report evidence-based updates on program health and results.
• →Drive continuous improvement by capturing lessons learned, refining interventions against outcome data, and recommending when to retire programs that do not improve performance.

• 4+ years designing, delivering, or improving learning, readiness, or performance-enablement solutions in a complex regulated or operational environment such as financial crime compliance or financial services.
• Proven record independently leading projects end to end, including scoping, milestone planning, risk management, stakeholder coordination, and delivery follow-through.
• Demonstrated ability to interpret learning, quality, and operational data and translate findings into targeted interventions that improve measurable performance outcomes.
• Experience building practical learning content such as facilitated sessions, self-paced modules, assessments, and job aids with learning platforms and authoring tools, including validating AI-generated content against authoritative sources.
• Consistent success partnering cross-functionally without formal authority, including challenging unclear requirements and communicating trade-offs plainly.
• Preferred: experience supporting financial crime compliance operations in transaction monitoring, enhanced due diligence, screening, or complaints investigations, plus certification in instructional design, project management, or compliance.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.