Manager, Operations

Who We Are

At Certn, we're revolutionizing background screening with The World's Easiest Background Check—fast, global, and powered by tech. We're not about outdated processes and red tape. We're about innovation, speed, and impact.

If you're looking for a place where ownership, collaboration, and creativity thrive, this is it.

The Role:

As the Manager, Operations & Compliance (APAC), reporting to the Director, Product & Delivery, you will play a key leadership role overseeing the regional support, verifications, and testing teams to ensure exceptional customer service and operational performance. This role balances driving day-to-day operational success with serving as the primary compliance owner for the region, particularly in relation to the Australian Criminal Intelligence Commission (ACIC) and other regulatory frameworks. You will hire, train, and lead team members to foster a high-performing, collaborative environment, while also ensuring workflows remain efficient, compliant, and aligned with Certn's service commitments. In addition, you will proactively manage regional compliance requirements by implementing standards, maintaining regulatory partnerships, and conducting internal audits and quality assurance.

What you will be doing:

Operational Leadership

• Support the day-to-day operations across support, verifications, and screening services in the APAC region, ensuring tasks are completed efficiently, accurately, and in line with SLAs.
• Supervise frontline team members, providing hands-on guidance, coaching, and problem-solving support to ensure service excellence.
• Maintain clear communication with internal stakeholders, escalating operational issues or service risks as needed.
• Build positive working relationships with clients and partners through timely, solution-oriented support and attention to quality outcomes.
• Assist in coordinating operational readiness for new products or services in collaboration with senior team leads.
• Contribute feedback and observations from daily operations to inform continuous improvement efforts and process enhancements.
• Conduct performance check-ins and regular 1:1s with team members, providing actionable feedback and supporting career growth within the team.
• Participate in workforce planning by monitoring task volume trends and providing input into hiring, training, and resource planning discussions.
• Support a culture of accountability, collaboration, and service excellence, helping the team stay aligned with Certn's values and mission.

Compliance Ownership & Regulatory Governance

• Review and monitor workflows related to ACIC Nationally Coordinated Criminal History Checks (NCCHC),AFP National Police Certificates, and Right to Work checks for compliance with legislative and procedural standards (along with all other similar APAC related workflows).
• Evaluate and improve identity verification processes to meet the Identity Verification Services Act 2023 (Cth) and technical standards for the Document Verification Service (DVS), emphasizing privacy risk mitigation and OAIC guidance.
• Own and operate the internal compliance audit program for Australia, including defining audit scope, methodology, and reporting frameworks.
• Conduct regular reviews of background screening and verification workflows to ensure alignment with regulatory requirements and Certn's internal compliance standards.
• Oversee operational handling of applicant disputes, correction and deletion requests, data access, and retention schedules, ensuring compliance with the Privacy Act 1988 (Cth), APPs, and contractual obligations (e.g., ACIC, clients).
• Ensure consent collection mechanisms, notices, and disclosures are accurate, compliant, and well-implemented across all Australian services.
• Track changes in Australia's regulatory environment and coordinate with Legal on required operational updates.
• Support team training, documentation, and process updates to strengthen compliance awareness and promote a culture of accountability and transparency.

Quality Control & Collaboration

• Ensure client interactions via phone, email, and chat are empathetic, accurate, and professional.
• Handle escalated client communications and complex operational inquiries.
• Partner with Product and Legal teams to support operational readiness for new services and compliance updates.
• Champion a culture of continuous improvement by identifying and implementing process enhancements.
• Maintain the secure and confidential handling of sensitive information across all services.
• Contribute to internal knowledge sharing, cross-team support, and team-level process improvement initiatives.

What You Bring to the Table:

• Post-secondary education in Business Administration, Legal Studies, Compliance, Operations Management, or a related field.
• Relevant certifications or coursework in compliance, privacy, or regulatory affairs (e.g., Cert IV in Government Investigations, Certificate in Compliance Management, or IAAP/GRCP), are not mandatory but nice to have.
• Training or academic exposure to privacy laws (e.g., Privacy Act 1988 (Cth), APPs) or regulatory frameworks (ACIC, AFP) is considered a strong asset.
• Strong people leadership skills with the ability to coach, mentor, and performance-manage frontline staff.
• High proficiency in operational workflow design, task prioritization, and service delivery tracking.
• Strong understanding of compliance principles, privacy requirements, and regulatory reporting frameworks.
• Excellent written and verbal communication skills, especially for liaising with internal stakeholders and external regulators (e.g., ACIC).
• Ability to analyze and document processes, conduct audits, and implement corrective action plans.
• Comfort with technical tools (e.g., CRM/ticketing systems, verification platforms, compliance monitoring tools).
• Skilled in conflict resolution, risk assessment, and cross-functional collaboration.
• Exceptional attention to detail and capacity to maintain accuracy under pressure.
• 3–5 years of progressive experience in an operations, compliance, or regulatory role, preferably within background screening, fintech, HR tech, or another highly regulated environment.
• Minimum 2 years of people management experience, with demonstrated success managing a remote or hybrid team.
• Hands-on experience working with ACIC and/or AFP-related workflows, identity verification systems (DVS), or similar compliance-heavy products.
• Experience conducting internal audits, managing applicant data and consent processes, and responding to data correction or deletion requests.
• Proven success driving compliance process improvements, developing SOPs, and training teams on regulatory requirements.
• Familiarity with Australian legal and regulatory frameworks relevant to personal data, background checks, and identity verification.
• Exposure to cross-functional project delivery involving Legal, Product, or Client Services teams is highly desirable.

Why You Should Be Excited:

• 4 weeks of paid annual leave, plus additional health & wellness time off.
• Superannuation
• Remote-friendly and supportive flexible remote arrangements
• Work-from-home allowance
• Flex Allowance
• Professional development budget

Little Bit More About Us

Certn is a growing global technology company that is looking to reinvent the way organizations build Trust in People with technology and AI-backed background checks. Having recently been named one of Canada's Companies-to-Watch in Deloitte's Technology Fast 50 Awards, we are becoming one of the fastest-growing start-ups.

Just so you know… The selected candidate will be required to complete a background check. This means you will get to see first hand what we do (and trust us, we do it REALLY well)

Certn takes pride in being an advocate for equal opportunities in the workplace. Our commitment is reflected in how we're creating a workplace that's respectful, inclusive, and free from barriers—a place where each member of our team can achieve their full potential. We firmly believe that the strength of our company is rooted in diversity, and we encourage every individual to bring their authentic selves to work. We extend a warm welcome to all qualified candidates and hope that you'll consider Certn as your preferred employer, where you can thrive and contribute to our collective success.

If you have a disability that requires accommodation during any stage of our recruitment process, please let us know how we can best assist you.

Compensation Range: $91.4K - $114.3K