Quality & Performance Specialist - Financial Crime

Financial Crime Operations (FCO) is a team of 2000 Operations Professionals, part of the Financial Crime Services (FCS) team in Chief Operations Office (COO). The team is accountable for the development, implementation, 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 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.  

Financial Crime Operations footprint spans Australia, India and New Zealand. 

DO WORK THAT MATTERS

As a Financial Crime Quality and Performance Specialist, you will contribute to the Group’s AML/CTF obligations with respect to the Group’s Part A and Part B Programme and FATCA/CRS requirements. This role will require you to execute on the improvement and implementation of key initiatives across our Financial Crime Operations footprint. This will include working with the overall business to uplift quality, provide subject matter expertise, assist in delivering on strategic projects and play a key role in continuous improvement to support the group in managing its financial crime obligations. This will require high attention to detail and accuracy to ensure quality outcomes to our customers.  

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

The role of Financial Crime Quality and Performance Specialist will require you to provide a high standard of quality and output of services to support the Group managing its financial crime obligations.  In this role you will support the Group by driving daily business outcomes in a highly regulated and fast paced environment and be required to: 

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.   Actively contribute to the Group’s goal of NPS+30 in 3 years by prioritising our customers and their lived experience above all else.  Undertake all activities in line with the Group's values and prescribed methodologies, strategies and policies.  Demonstrate a sound understanding of end-to-end business processes by actioning all tasks in accordance with Standard Operating procedures (SOPs) and Service Level Agreements (SLAs).   Demonstrate consistent due diligence when performing peer review of all cases and capturing findings and decisions within the Group's Case Management Systems and escalation reports.  Stay abreast of financial crime and security related trends and emerging issues, proactively identifying, understanding and acting on and/or escalating current and future risks to the Group.  Understand and proactively identify, report and escalate incidents, issues and risks within Group timeframes.  Drive a culture of continuous improvement by proactively identifying opportunities to increase efficiency and effectiveness of processes.  Accurately record customer interactions, findings and decisions within the appropriate Group systems in a concise and timely manner.   Other tasks relating to the management of financial crime processes as directed by your manager. 

This role requires engagement with internal team members and managers within the bank. 

You will report directly to a Financial Crime Operations Manager. This position has 0 direct reports.

On any given day you will  

Quality Control

• Perform quality reviews in line with the Quality Control Framework to proactively identify and uplift process and performance standards, driving positive quality assurance outcomes. 
• Assist in the execution of control testing, providing technical expertise around document control failure points and identifying opportunities to strengthen risk and controls across the business.
• You will be responsible for analysing quality control themes and developing comprehensive monthly insight reports, which will be presented to the Senior Leadership team. This involves identifying key trends, assessing performance metrics and providing actionable insights.

Operations Support

• Build 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.
• Participate in business verification testing and provide timely feedback.
• Create and deliver targeted training materials to the business based on quality uplift initiatives.
• Provide on the ground technical expertise to operational teams across Australia, New Zealand and India.

Continuous Learning

• Provide guidance and collaborate with the Governance and operations teams to uplift Standard Operating Procedures to ensure consistent performance and quality across Financial Crime Operations.
• Establish an ongoing forum and engage senior stakeholders on quality findings and provide feedback to support operations team members via coaching.
• Leverage quality findings to conduct root cause analysis and identify opportunities for improvement and where necessary, raise front door tickets and collaborate with the capability team, to implement change.

Projects

• Perform investigations and execute actions associated to issues, incidents and controls within Riskinsite.
• You will be accountable for creating, executing and refining your own development plan.
• Support the delivery of change initiatives by providing subject matter expertise and guidance to project teams to deliver end to end process improvements.

We’re interested in hearing from people who have

• In-depth understanding across either compliance, AML/CTF, Sanctions  
• Proven strong stakeholder management experience  
• Demonstrated ability in strategic thinking 
• Experience in working with data, reporting and analytics to make informed decisions preferred 
• Ability to adapt coaching approaches to different learning styles and needs. 
• Completion of tertiary education  
• Problem solving / solutioning / investigative mindset / CI mindset / PDCA cycle 

Advertising End Date: 26/03/2026