Manager Financial Crime Operations

Financial Crime Operations (FCO) is a team of 2000 Operations Professionals, part of the Financial Crime Services (FCS) team in Chief Operations Office (COO). The team is accountable for the development, implementation, and ongoing leadership of the Group’s financial crime operations shared service. Financial Crime Operations leads the Group’s approach to managing Anti-Money Laundering and Counter Terrorism Financing (AML/CTF) and Sanctions risks and obligations through the provision of the following operational services AML, CTF, KYC, Sanctions, ECDD etc.

You will be part of the Financial Crime Operations team with focus on ensuring strong operational cadences with a strong quality and compliance focus on outcomes with efficiency in the way that we disrupt financial crime.

Financial Crime Operations footprint spans Australia, India and New Zealand.

DO WORK THAT MATTERS

As a Manager Financial Crime, you will support the AML/CTF Operations function by providing oversight in a highly regulated and fast paced environment to enable the group to effectively and efficiently manage its financial crime risks in relation to the Groups High Risk Customers. This includes oversight of forecasting volumes and FTE as well as the daily management of AML/CTF operational teams and their regulatory obligations, risk issues, remediation plans and overall quality of performance to drive a culture of continuous improvement. As a leader, you are expected to role model the group’s values and people capabilities. You will proactively take appropriate action where performance is not in line with the business’ expectations. 

You will also contribute to the Group’s goal of NPS+30 in 3 years and will play an important role in protecting our community. Your approach to prudential risk management when identifying and responding to business risks, as well as identifying opportunities to improve processes within your team/work stream, will be vital in the Group’s relentless pursuit of the elimination of financial crime.

RESPONSIBILITIES

Maintain an up-to-date understanding of the Anti-Money Laundering, Counter Terrorism Financing and Sanctions legal and regulatory obligations of the Group as they apply to your role. Actively contribute to the Group’s goal of NPS+30 in 3 years by prioritising our customers and their lived experience above all else. Undertake all activities in line with the Group's values and prescribed methodologies, strategies and policies. Responsible for the day-to-day management and oversight of people and processes and associated KPIs including quality, volumes, rosters, systems and workflow. Ensure coaching sessions with each of your direct reports are completed, this includes development planning and performance discussions. Perform regular side by sides and provide timely feedback to ensure quality standards are met. Stay abreast of financial crime and security related trends and emerging issues, proactively identifying, understanding and acting on and/or escalating current and future risks to the Group. Understand and proactively identify, report and escalate incidents, issues and risks within Group timeframes. Drive a culture of continuous improvement by proactively identifying opportunities to increase efficiency and effectiveness of processes. Accurately record customer interactions, findings and decisions within the appropriate Group systems in a concise and timely manner. Other tasks relating to the management of financial crime processes as directed by your manager.

You will report directly to a Financial Crime Operations Senior Manager. This position has a number of direct reports.

On any given day you will

• Act in a discrete and confidential manner to ensure the Groups policies and processes remain confidential, and tipping-off provisions are not breached.
• Build effective relationships with a range of stakeholders including peers, leaders, QA and L1 Risk partners, FCC and technology delivery teams.
• Oversee the day-to-day management of volumes, rosters, systems and workflow to ensure our overall service offering is consistently achieved, including strategies to reduce speed to case. This includes adherence to all systems, reports and tools available to you.
• Continually drive a high standard of team member capability relating to AML/CTF operational processes via the Graduation Program, train the trainer sessions, staff awareness training and team huddles.
• Review and address all issues that arise relating to quality of output, ensuring any rework or remediation is completed in a timely manner.
• Take accountability for your team’s performance/targets, participating in the required forums relating to quality thematics and delivering against action plans to improve results.
• Provide input to any new or changing Group AML/CTF Policies, Standards or FCO Standard Operating Procedures and their subsequent operationalisation, ensuring successful embedment within your teams.
• On occasion, review and provide oversight and recommendations relating to high-risk customer matters relating to terrorism financing along with other material matters which may arise.
• Execute control assurance testing and play a key role in line 3 audit requests and preparing closure packs.
• Escalate matters to our Financial Crime Compliance team and other stakeholders where appropriate.
• Ensure monthly coaching sessions with each of your direct reports are completed, including any development planning and performance discussions required.
• Champion a Continuous Improvement culture within the team through identifying and delivering uplift initiatives through to completion.
• Promptly apply a performance management course of action when performance/behaviours are not in line with the expectations or values of the Group.
• You may at times be required to work weekends and or public holidays, advance notice will be given as directed by your direct manager.

We’re interested in hearing from people who have

• Experience in a fast-paced, high volume operational environment required
• Two or more years' experience in people leadership and management preferred
• Two or more years' experience in a financial crime, regulatory or law enforcement operations role preferred
• Experience in working with data, reporting and analytics to make informed decisions preferred
• Completion of tertiary education preferred