Quality Assurance Point of Reference

Quality Assurance Point Of Reference

**This is a 12 month secondment/contract**

The **Chief Operations Office (COO)** is the strategic centre and engine room of the Group, focused on delivering efficient processes relating to the origination, production, validation and fulfilment of transactions and trades across the Group, alongside the delivery of company-wide regulatory and remediation programs.

Core to the functions of the COO is a focus on customer. Every single process that we execute has a significant impact on the customer experience.

The Chief Controls Office (CCO) is a first line of defence function that provides comprehensive and integrated risk services in support of the Chief Operating Office (COO). The value proposition of the CCO is to provide skilled, practical and efficient risk management to support the COO in the delivery of excellent business and customer outcomes.

The CCO function delivers effective business and customer outcomes through the following risk services:

- Implementation and adherence to the Operational and Compliance Risk Management Frameworks.
- Specialist advice, consultation and services to support the business in identifying, monitoring and managing its respective risks and controls.
- Build and embedment of strong risk capability and culture across the Chief Operating Office.
- Risk governance and reporting.
- Risk in Change assessment in support of project and transformation activities across the COO.
- Supplier risk assessment and governance.
- Controls assurance and continuous improvement through control automation.

**Do work that matters**

The **CCO Quality Assurance (RACO) team** is responsible for providing Line 1 Quality Assurance for the Financial Crime Operations functions within the Group. We analyse and record insights to assist in maintaining service standards and providing coaching and training to the wider RACO team. QA results drive operational and technological initiatives that support RACO in achieving its people, customer and financial objectives.

As part of the QA team, you will support the team to ensure the effective delivery of QA over our key processes, increasing governance and reporting and ensuring RACO consistently delivers high quality outputs.

As a Point Of Reference, QA (Quality Assurance) within CCO Quality Assurance, the role will act as the first point of support to the to the QA team and manager. By providing expert knowledge on key processes and functions within QA and regulatory standards and guidance, analysis and reporting on trends to the RACO team and Senior Management to ensure the capability uplift across the teams.

This role requires engagement with internal teams both within Regulatory and Control Operations (RACO) as well as the broader CBA group.

**This role reports to the Quality Assurance Manager, Business Assurance.**

**On any given day you will**
- Provide Line 1 assurance testing and support on RACO files to ensure customer due diligence regulatory requirements are met.
- Provide quality advice to our Operations teams on relevant AML/CTF legislations, Group's standards.
- Building strong relationships and driving effective collaboration and partner with our Operations teams, L1 Risk and L2 Financial Crime Compliance Advisory and Assurance teams to ensure both business and regulatory needs are met.
- Supervise and support workloads of a team of approx. 20 QA analysts. This includes oversight over their performance, and compliance in line with regulation and internal policies, procedures and risk and compliance frameworks.
- Act as a delegate for the Quality Assurance Manager which may include representing QA at meetings, working groups, various forums and any other tasks deemed appropriate by the Manager.
- Undertake the upskilling of KYC knowledge and train team members on all new and changing processes and policies related to RACO.
- Maintain an operating rhythm with Operational teams to provide insights and trends as well as understand root cause of systemic quality issues to ensure our Operations teams maintain a low defect and re-work rate.
- Supporting CI initiatives and action plans to uplift QA results across RACO
- Compile high quality written and visual representations for the purposes of reporting including analysis and trends of the testing.
- Provide technical support and coaching to team members and providing timely feedback and trends from previous week through regular meetings with stakeholders to minimize rework and early indicators of areas that may require coaching or training.
- Manage timelines, data consolidation and ensure appropriate stakeholder management and engagement is achieved.
- Coordinating with Line 1 and Line 2 areas of Group Risk to ensure we have formal processes in place with Operations teams for efficient and effective process flows including incidents under the ORMF being raised appropriately and remediated across all jurisdictions.
- Ensure SLA's and team targets are