Quality Assurance Financial Crime Manager Business Readiness

Quality Assurance (QA) is a team of 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 Quality Assurance team in Financial Crime Operations (FCO) 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 footprint spans Australia and India. 

Do work that matters

As a Business Readiness manager, you will report to Senior Manager of Strategy, Performance, and Governance, you will play a pivotal role in planning, leading and overseeing all change and uplift programs across QA to support our teams in Australia and India.

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 Business Readiness Manager is responsible for ensuring that Quality Assurance is prepared to adopt and integrate changes resulting from new projects, systems, or processes. Their primary focus is on bridging the gap between project delivery and operational implementation, ensuring that the business can effectively absorb the change without disruption.

This includes assessing the impact of change, engaging stakeholders, defining readiness criteria, developing communication and training plans, and coordinating go-live activities. This manager will work closely with project managers, change managers, business leaders, and end users to ensure all facets of the business are equipped for the transition.

In addition to planning and executing readiness activities, the Business Readiness Manager also monitors and reports on the progress on efforts, identifying potential risks or barriers to successful implementation.

This manager may facilitate workshops, gather feedback, and help drive engagement to support adoption and minimise resistance. Ultimately, their goal is to ensure that changes are not only implemented, but that they deliver their intended value through strong business adoption, minimised operational disruption, and sustained performance.

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

On any given day you will

The role of Manager Business Readiness, will be required to effectively and efficiently manage Quality Assurance teams to ensure:

• Driving, creating and promoting a positive continuous improvement and change culture ​whilst capturing insights gained from changes that may impact the business

• Manage and mitigate AML/CTF operational risk by partnering with key business stakeholders across the Group to ensure alignment, considerations for QA along with addressing concerns ​and escalating up

• Build and maintain strong relationships through stakeholder management within the FCO, Line 2, FCC and Risk teams

• You will always be open to change, constructively challenging were required and deliver process changes using effective communication and the recognised change management methodologies and lead large scale change

• Ensure appropriate coaching, training and quality assurance programs exist to increase the teams AML/CTF knowledge and to improve the quality of work.

• Develop and grow your colleagues through leadership which inspires and engenders passionate people by displaying the Groups values

• Quality Assurance is a collaborative business partner ensuring quality results are seen as positive learning opportunities and drive a positive quality culture across FCO

• Develop and implement change management plans ensuring changes are well delivered, communicated (verbal and written) and executed ​

• Conduct thorough impact assessments to identify potential risks and challenges associated with proposed changes across QA ​

• Develop and implement clear and effective communication strategies for QA and stakeholders on all changes ​

• Identify opportunities for process improvements and implement changes that enhance quality and effectiveness​

• Conduct thorough testing and validation of changes ensuring compliance ​

• Ensure all changes are properly documented including procedures, controls and rational which also support in the ongoing review and movement of queues across AU and India ​

• Support with remediation planning and effectiveness ​

• Develop and maintain communication to be sent to QA

We’re interested in hearing from people who have

• 3 years' experience as a reputable people leader either leading teams or in change management roles

• 3 years' experience in a financial crime required

• Strong understanding of change management methodologies and frameworks

• Experience in leading large scale change initiatives along with delivering change impact assessment

• Strong project management, attention to detail and time management skills

• Proven ability to develop and deliver communication plans and training materials

• Strong stakeholder and excellent relationship building experience

• Excellent written and verbal communication skills