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Team Leader Aml Remediation

2 weeks ago

Perth, Australia The Perth Mint Full time

Perth CBD location
- Rare opportunity to join an iconic WA organisation
- 12-Month Max Term - Full-time

**About Us**

The Perth Mint is an iconic Western Australian organization operating on a truly global scale.

Situated in East Perth for over 124 years, The Perth Mint is not only a top-ranking tourist destination but is an award-winning exporter and key player in the precious metals markets around the world. Our reputation is built on the outstanding quality of our products supported by outstanding customer service.

The Perth Mint provides an energetic and dynamic work environment and is dedicated to delivering the highest level of customer service to our diverse customer base.

**About The Position**

Responsible for managing and coordinating the day-to-day workflow of the relevant team within the contact centre. The team will be focused on the remediation of complex customers (Companies, Trusts and Partnerships) as part of The Perth Mint’s Anti Money Laundering Remediation Program. Monitoring of outcomes and service levels and initiatives to improve them where necessary.

**Responsibilities of the role include**:

- Work to ensure that the most effective resource plans are developed and achieved for the contact centre.
- Leading and motivating the allocated teams to ensure daily targets are met and maintained.
- Ensure that contact centre service targets, SLA’s and KPI’s are continually reviewed, and expectations are met.
- Monitoring quality of outputs, in conjunction with the Senior CIS, to ensure work is complete and compliant.
- Managing case escalations and complaints in line with the complaints handling process.
- Working with People and Culture to support the recruitment & selection of Customer Information Specialists.
- Design and deliver individual and group training and development to meet contact centre requirements.
- Development and management of the standard operating processes including complaints handling etc.
- Contributing to progress reporting for management and stakeholders as required.
- Identifying and instilling best practice, processes and systems and drive continuous improvement within the contact centre.
- Supporting the implementation of a centralised business function for customer due diligence through lessons learned and relevant experience.
- Supporting the ongoing development of internal frameworks, controls and policies, including relevant legislative requirements and obligations
- Building and maintaining effective internal and external stakeholder relationships.
- Manage the performance, activities and wellbeing of your individual teams.
- Championing a culture of collaboration and inclusion within individual and wider teams.
- Supporting the AML Remediation Program through ad hoc requests, as required.

**About You**

**We're looking for someone who has skills and experience in the following**:

- Knowledge of KYC and AML/CTF obligations.
- Tertiary qualified in a related discipline (e.g. law, compliance, ESG, risk management, governance or finance) is preferred.
- Minimum 4 years working experience within a comparable role.
- Previous experience managing people in a fast-paced customer service environment including Call Centres or Sales highly desirable.
- Able to work collaboratively with others.

**Some of the benefits of working with us**
- Purchase extra leave
- Discounted staff shopping
- Health and wellbeing programs
- Flexible working arrangements
- Perth Mint Day

**Our Commitment to Inclusion**

Inclusion is at the core of what we do. We are committed to equality and celebrate the diversity of race, gender, age, sexual orientation, religion, ethnicity, and all characteristics that make us unique as individuals.

To learn more about our diversity and inclusion initiatives please visit our _website_._

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