Operational Excellence Manager

3 days ago


Melbourne, Victoria, Australia ANZ Full time

About Us

At ANZ, our vision is to be a leading financial services provider in the Asia-Pacific region. We're committed to delivering innovative banking solutions that meet the evolving needs of our customers.

About the Role

The Quality Manager will play a critical role in ensuring the effective implementation of Know Your Customer (KYC) compliance and quality obligations. This includes leading a team of seven Quality Analysts to ensure KYC cases are effectively allocated and quality assessed.

You will lead, mentor and train Quality Analysts, supporting their professional development and capability uplift. You will manage daily check-ins, handle escalations, attend leadership and stakeholder meetings, support business operations, and engage in daily tasks like forecasting and rostering.

As Quality Manager, you will function as a Subject Matter Expert (SME) for the wider KYC Group and be engaged in the delivery of critical KYC Quality solutions, workflows, and processes. You will manage and support changes, including review of new procedures and play a key role in delivery of the strategic KYC system (KIT).

Key Responsibilities

  • Lead a team of Quality Analysts to ensure effective allocation and quality assessment of KYC cases.
  • Mentor and train Quality Analysts to develop their skills and capabilities.
  • Manage daily check-ins, handle escalations, and attend leadership and stakeholder meetings.
  • Support business operations and engage in daily tasks like forecasting and rostering.
  • Function as a Subject Matter Expert (SME) for the wider KYC Group.


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