Quality Assurance Financial Crime Manager

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 the Quality Assurance Manager – Financial Crime, reporting to the Senior Manager of QA, you will be accountable for leading and overseeing the performance and output of a QA team based in Sydney or Melbourne. You will be responsible for the strategic design, execution, and continuous enhancement of the QA program, ensuring alignment between team capabilities and the scope of QA activities. Your leadership will drive the delivery of high-quality reviews, the early identification of individual and thematic quality issues, and the development of targeted remediation strategies.

In this role, you will play a critical part in maintaining the integrity and effectiveness of operational delivery and change initiatives. You will collaborate closely with cross-functional operational leaders to provide actionable insights that enhance quality outcomes and support objectives.

Your contribution will directly support the Group’s ambition to achieve an NPS of +30 within three years and reinforce our commitment to protecting the community. A strong focus on practical risk management, combined with a proactive approach to identifying process improvement opportunities, will be essential in advancing the Group’s mission to eliminate financial crime.

Please note, we are hiring for multiple positions with across our Transaction Monitoring and Enhanced Customer Due Diligence teams.

Responsibilities

•  Manage a team of QA Senior Analysts responsible for conducting in-depth QA reviews across FCO, ensuring compliance with regulatory standards and internal frameworks.  

• Set and uphold high standards for yourself and your direct reports, fostering a culture of operational excellence through disciplined execution, structured rhythms, and best-practice methodologies.  

• Deliver actionable insights through reporting and analysis, effectively communicating key findings to senior stakeholders and working groups to inform decision-making and strategic direction

• Foster continuous and appropriate coaching, training and quality assurance programs exist to increase team productiveness, AML/CTF & Sanctions knowledge and to improve the quality of work.  

• Side-by-side sessions and deep-dive analysis, delivering timely and constructive feedback to ensure adherence to quality standards and drive continuous performance improvement.  

• Build effective relationships across multiple business units with Senior Managers and managers to enable high engagement, buy in and support for opportunities and process enhancements.  

• Lead the oversight and daily review of new or current emerging trends to ensure the banks AML/CTF & Sanctions operational management program is optimised. In the event of gaps and deficiencies, the risk should be escalated appropriately to senior management, along with recommended steps for remediation.  

• Develop and lead a continuous improvement culture within Quality Assurance and consistently identify new opportunities to further optimise and streamline existing processes.  

• Utilise deep technical expertise in financial crime to proactively manage risk and lead change across QA-related initiatives, driving impactful outcomes while providing strategic guidance and support to stakeholders and project teams.  

• Lead the Group’s goal of achieving NPS+30 by placing customer experience at the forefront of all decisions, while consistently operating in alignment with the Group’s values, methodologies, strategies, and policies.  

• Responsible for the day-to-day management and oversight of people and processes and associated KPIs including quality, volumes, rosters, systems and workflow 

You will report directly to a Quality Assurance, Financial Crime Operations Senior Manager.

On any given day you will

• Lead and execute quality assurance reviews and audits, including those conducted by Line 2, Line 3 and external regulatory bodies such as AUSTRAC, ensuring compliance with internal standards and regulatory expectations.

• Establish and maintain strong, collaborative relationships with key stakeholders including FCO, Line 1 Risk, FCC and other BUs to ensure alignment on strategic objectives and seamless cross-functional execution.

• Uplifting team capability and embedding continuous improvement (CI) initiatives to enhance performance, drive operational efficiency, and foster a culture of excellence.

• Deep understanding of financial crime typologies and regulatory obligations across AML/CTF & Sanctions

• Lead root cause analysis of team performance and quality outcomes to ensure alignment with internal quality standards and regulatory expectations, while proactively identifying, escalating, and addressing systemic issues and emerging trends.

• Lead calibration and governance sessions to ensure consistency in decision-making, coordinating feedback loops and actionable plans derived from data-driven insights, while managing stakeholder correspondence and aligning with operational priorities.

• Lead and contribute to strategic team initiatives by proactively staying abreast of evolving policies, regulatory developments, emerging risks, and industry insights, ensuring the team remains informed, agile, and aligned with best practices.

• Conduct quality checks on alerts to ensure adherence to internal standards, procedures, regulatory requirements and to ensure you are investing in your own subject knowledge to maintain technical excellence.

• Oversee effective WIP management to optimise workflow efficiency, ensuring the forecasting team is informed of volume drivers impacting supply and demand, while strategically prioritising daily workloads based on risk sensitivity and available capacity.

• You will lead projects to continually improve the quality assurance framework and processes including improving our NPS by reducing customer breakpoints

• Develop and grow your direct reports through leadership which inspires and bring about passionate people by displaying the Groups values

• Conducting side-by-sides and deep dive analysis to support strategic decision-making and optimise performance across key business areas on specific identified thematic

• Adhere to the Code of Conduct - the Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people

We’re interested in hearing from people who have

• 2+ years' experience as a people leader

• 3+ years' experience in ECDD or TM operations 

• Strong knowledge of AUSTRAC obligations and the AML CTF Act 

• Ability to think critically and solve complex problems 

• Sound stakeholder management and communication skills, with the ability to engage with both business and compliance teams 

• Demonstrates exceptional ability to prioritise tasks, meet deadlines consistently, and efficiently allocate time and resources to maximise productivity and achieve goals 

• Demonstrated success in uplifting team capability and embedding continuous improvement (CI) initiatives

• Experience in working with data, reporting and analytics to make informed decisions preferred

• Completion of tertiary education preferred

• Experience in identifying and apply risk Management principles and disciplines