Teams at AMP (amp.com.au)

Provides second-line oversight of AMP’s transaction monitoring framework. Responsibilities include maintaining transaction monitoring risk assessments, reviewing financial crime typologies, designing and optimising detection scenarios, assessing thresholds and performance, identifying coverage gaps, supporting governance reporting, and translating regulatory changes into practical control improvements across AML/CTF, fraud, scams, and broader financial crime risks.

Manage and investigate internal dispute resolution complaints within regulatory timelines. Respond to customers, coordinate with internal teams, maintain accurate case records, and ensure compliance with service standards. Analyze complaint root causes, recommend process and product improvements, provide feedback and training, report outcomes, and support quality assurance and case management improvements.

Leads the performance, stability, service management, vendor relationships, and evolution of AMP’s Contact Centre technology platforms. Translates customer and business needs into technology outcomes, manages incidents, problems and changes, partners with engineering and delivery teams, and shapes the technology roadmap. The role also supports modernization through automation and AI-enabled capabilities such as agent assist and transcription.