Quality Assurance Operational Performance Manager

Quality Assurance (QA) is a team of Operation Professionals, part of the Financial Crime Services (FCS) team in Chief Operations Office (COO).

The team is accountable for the prevention, detection and ongoing leadership of the Group's financial crime operations shared service. Financial Crime Operations leads the Group's approach to managing Anti-Money Laundering and Counter Terrorism Financing (AML/CTF) and Sanctions risks and obligations through the provision of the following operational services AML, CTF, KYC, Sanctions, ECDD etc.

You will be part of the Quality Assurance, Financial Crime Operations team with focus on ensuring strong operational cadences with a strong quality and compliance focus on outcomes with efficiency in the way that we disrupt financial crime.

Quality Assurance Operations footprint spans in Australia and India.

Do work that matters

As an Operational Performance Manager in Quality Assurance, reporting to the Senior Manager of Strategy, Performance, and Governance, you will be responsible for overseeing, and enhancing the operational performance of QA teams across Australia and India. This role entails monitoring key performance indicators, productivity, and all quality metrics, as well as identifying process improvements to increase efficiency and mitigate operational and regulatory risks. You will support strategic initiatives, including automation, data-driven insights, and best practice sharing.

In addition, you will be required to provide performance reporting, insights, and recommendations to senior leadership along with capacity planning, resource allocation, and continuous improvement initiatives. As the Operational Performance Manager, you play a critical role in ensuring that all QA operations run efficiently and effectively, contributing to the overall success and alignment with our strategic goals.

You will also contribute to the Group's goal of NPS+30 in 3 years and will play an important role in protecting our community. Your approach to prudential risk management when identifying and responding to business risks, as well as identifying opportunities to improve processes within your team/work stream, will be vital in the Group's relentless pursuit of the elimination of financial crime.

Responsibilities

• Leading, overseeing and improving the efficiency and effectiveness of the QA operational activities through optimising processes, measuring performance and implementing improvements

• Oversee resource allocation and capacity planning to meet business needs and service level agreements

• Monitor and analyse performance metrics to assess overall performance and pinpoint areas for improvement

• Identify, implement and drive continuous improvement initiatives to streamline workflow, enhance efficiency and improve quality

• Creation of dashboards, scorecards or reporting mechanisms to provide data rich insights on performance metrics to share with senior management

• Contribute to the delivery of initiatives that support the QA strategy

• Collaborate with QA leaders and stakeholders to identify and measure the impacts of various programs and remediation projects.

• Ensure that QA is proactively engaging with stakeholders and effectively planning and mitigating risks

• Maintain an up-to-date understanding of the Anti-Money Laundering, Counter Terrorism Financing and Sanctions legal and regulatory obligations of the Group as they apply to your role.

• Understand and proactively identify, report and escalate incidents, issues and risks within Group timeframes.

• Other tasks relating to the management of financial crime processes as directed by your manager.

You will report directly to the Strategy, Performance and Governance Senior Manager Quality Assurance.

On any given day you will

• Drive operational excellence by applying active operations management principles, KPI metric tracking and execute remediation plans to optimise business performance and excellence.

• Develop and lead programs of work or remediation plans to address identified quality issues, regulatory gaps or financial crime risks.

• Create and manage ongoing reporting on QA operational performance to senior management including but not limited to WIP management, SLA adherence, performance scorecards, capacity and resource planning

• Provide support in process and analytic reviews by leveraging data to identify and uphold compliance and regulatory standards, while effectively managing and mitigating risk exposure

• Lead and execute QA programs, ensuring effective communication and engagement to achieve operational success and seamless implementation

• Work in collaboration with the QA leadership team in conducting root cause analysis and deep dives to identify and investigate trends providing insights into customer and operational breakpoints ensuring best practice and escalations of risks identified.

• Foster a culture of continuous improvement and develop and implement programs for employee driven initiatives.

• Maintaining a positive relationship with key stakeholders promoting an environment of collaboration, continuous improvement and uplift.

We're interested in hearing from people who have

• Strong leadership skills with the ability to work across multiple leaders and senior leaders

• 3+ years' experience in Financial Crime

• Workforce planning skills, including capacity planning, resource allocation and forecasting

• Proficient in SQL and dashboard creation using Tableau or other BI tools (e.g., Power BI, Looker),

• Knowledge in process improvement methodologies (lean, Six Sigma)

• Proven experience in leading large scale and complex change programs across multiple streams

• Strong analytical skills along with experience in data interpretation, creation and collation of reporting.

• Experience in identifying and apply risk management principles and disciplines.

• Highly developed verbal and written communication skills with the ability to articulate trends and insights.

• Strong organisation, planning and time management skills.

• Continuous improvement mindset with a passion for learning and development.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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