Head of Customer Onboarding and Lifecycle Management

1 week ago

Sydney, New South Wales, Australia Commonwealth Bank Full time

Regulatory & Control Operations (RACO) is a team of 2000 Operations Professionals, part of the Financial Crime Operations and Transformation (FCOT) team in Chief Operations Office (COO).

RACO is accountable for the development, implementation, and ongoing leadership of the Group's financial crime operations shared service. RACO 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 RACO leadership team, specifically leading the Customer Onboarding and Lifecycle Management function.


This function includes the IB&M Global Client Onboarding Team, Group customer lifecycle management team, Know Your Customer collect and refresh services and the customer verification services team.


The teams in this function are located globally across Sydney and New Zealand as well as the Client Onboarding teams in multiple global CBA locations.


What your Role Will involve:

  • Strategy: Embed and execute a financial year strategy with all direct reports to help deliver and meet the Groups Key Performance Indicators. Drive a strong culture and provide direction to ensure the strategic objectives are met.
  • People Leadership: Leadership in organising, developing and maintaining Financial Crime Operational teams and developing a dynamic group of leaders who are responsible for scaled operations teams. Establishing an exceptional culture that aligns to the Group values of Care, Courage and Commitment and driving team engagement across multiple sites. Ensure appropriate training is designed and delivered for your function and your teams have the necessary capability and engaged in achieving the functions priorities.
  • Process leadership: Escalate deficiencies and risks in the Group's Financial Crime program and, where appropriate, develop and implement plans to mitigate the identified deficiencies and risks. Lead and implement a strong culture of quality, productivity and continuous improvement and consistently look for new opportunities to further optimise and streamline existing processes. Champion operational excellence and productivity disciplines to ensure the best balance between service, quality and cost to serve across all teams and sites.
  • Customer Focus: Support and work cooperatively with the Institutional Banking and Markets (IB&M) Relationship teams to support new clients efficiently and effectively, manage client static data and perform other support activities.
  • Risk Management: Develop and maintain strong relationships with Line 1 risk and business stakeholders, as well as Line 2 Operational Risk and Compliance and Line 3 Audit colleagues. Establish and maintain relationships with AML / CTF & Sanctions stakeholders internal and external to support FCO's AML / CTF & Sanctions program.
  • Productivity: Drive a high level of accuracy and attention to detail in creating, maintaining, and following prescribed processes and doing them at pace to deliver on the appropriate risk and customer outcomes.
  • Financial crime management: Application of commercial acumen to financial crime obligations to assist in the identification of relevant financial crime risks and mitigating controls to the Group's businesses.
  • Detailed understanding of the Group's various businesses acquired through review of Standard Operating Procedures and walkthroughs.
  • Forge strong relationships with internal and external stakeholder group, particularly the Group's Financial Crime Compliance community.
You will lead a team of senior managers and report to the General Manager of Regulatory and Control Operations.

What will you need to succeed in this role

  • Experience in corporate banking, investment banking or markets clients
  • Experience in second line of defense (FCC) would be beneficial.
  • Experience managing scaled operations teams would be useful.
  • Familiarity with project and / or change management communication.
  • Previous experience in managing stakeholders.
  • Highly organised and excellent attention to detail
  • Understanding of Institutional Banking and Operations departments
  • Managing teams effectively to prioritise business outcomes.
  • Tertiary qualification is beneficial.
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Advertising End Date: 30/03/2024

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