Manager Customer Onboarding

**Work type**: Permanent Full time
**Location**: Aust - VIC Metro
- People leadership opportunity for a motivated Manager ready for the next step
- Utilise the breadth of your KYC skills and propel your career, working as part of a team focused on the on-boarding and regulatory due diligence requirements of Corporate & Institutional Banking (C&IB) clients
- Drive customer advocacy within NAB’s Corporate & Institutional division via best in class on-boarding operational excellence

**It’s more than a career at NAB. It’s about more opportunity, more moments to make a difference and more focus on you.**

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career.

It’s a good time to see what more you can find at NAB as Manager, Customer Onboarding within our Operations business.

**Your new role**:
CIB Operations supports the Corporate and Institutional Bank globally to drive sales growth and customer outcomes through the execution of all Markets Operations, Asset Servicing Operations, Specialised Lending, Fulfilment and Servicing activities and Global Regulatory Reporting who manage the operational activities associated with G20 regulatory obligations on behalf of the NAB Group.

The team have approximately 650 people based in Australia and across NAB's global operations (New York, London, Asia).

The Manager, Customer Onboarding is responsible for a team of specialists who manage the day to day operations of the on-boarding and regulatory KYC due diligence requirements of CIB customers via a best in class on-boarding function. With frequent collaboration with colleagues in areas like AML, relationship teams, Financial Crime and Product specialists, this role will provide an experienced leader with broad and long term career runway within C&IB.

**On a day-to-day basis, you will focus on these 3 core areas**:
**People**:

- Lead and develop a team of ~10 FTE whilst delivering agreed customer service levels, regulatory requirements and quality targets
- Coach team members through completion of onboarding and due diligence requirements
- Create a team oriented work environment that is enjoyable and rewarding for employees and consistent with the underlying objectives of the business
- Monitor service delivery to standards and assess process effectiveness
- Drive continuous improvement to optimise customer service and financials/productivity.

**Client & stakeholder management**:

- Engage in client discussion to explain and collect regulatory requirements
- Collaborate broadly with colleagues and clients for onboarding tasks
- To liaise with internal customers and external service providers, ensuring that instructions, inquiries and queries, are acted on efficiently and effectively, seeking to maintain effective working relationships at all times
- Review new client onboarding requests and prioritise workloads as appropriate
- Continuous delivery against customer SLA’s.

**Proactive management of risk**:

- Proactively manage risk; meet all policy and compliance requirements; perform controls; adhere to Process and Procedures pertinent to role; and escalate events, issues or breaches as they are identified
- Lead the team on the On-boarding and regulatory due diligence requirements of Corporate & Institutional Banking (C&IB Clients)
- Drive an increased controls environment.

**What you'll bring**:

- Proven people leadership with the ability to build, lead, upskill and motivate teams resulting in tenure and high engagement scores
- On-boarding and KYC/AML regulatory due diligence background, in particular focussed on CIB Customer structures
- Working knowledge of customer screening and assessment methods to identify Money Laundering, Terrorist Financing, Fraud, Tax Evasion and other negative findings
- A significant breadth of managing complex client relationships, driving client advocacy and delivering to revenue and financial out-performance
- Strong analytical and problem solving abilities
- A detailed understanding of the principles of risk management, regulatory obligations and the controls environment.

**More focus on you**:
This rewarding opportunity will see you working with a team that is focussed and passionate about our shared vision to create the very best experience for our clients. You will be rewarded with further career development opportunities for the hard work you put in, setting an example with the right values and behaviours and delivery of exceptional outcomes for our clients.

There's structured career mapping with progression opportunities, world class development programs (Distinctive Leadership and Career Qualified in Banking), and leaders who empower you to learn, whilst being supported to balance your career and personal life through flexible