KYC Quality Assurance Transformation Lead

KYC Quality Assurance Transformation Lead

(12 Month Fixed Term Contract)

First, a bit about ANZ.

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

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The Know Our Customer COE has recently been formed and includes quality control and compliance for Australia Retail & Commercial KYC related activities (AR&C). A recent end to end review of KYC processes has identified a number of opportunities to uplift and continually improve our KYC quality assurance program. 

As the KYC Quality Assurance Transformation Lead, you will own a program of work to review our current quality assurance processes and activities to ensure we uplift and optimize our current state, adapt to changes being compelled by divisional and group wide programs of work and transform through automation where it makes sense to do so.

In this role you will collaborate closely with our assurance and compliance teams in Australia and Bangalore, our broader COE functions and a wide variety of stakeholders and AR&C central teams to effectively manage, implement and embed the changes required.

You will also provide leadership and direction to the existing global teams to ensure we are using data and insights from our testing regime to continually improve and build capability and a continuous improvement mindset. 

What you will bring to the role?

• Strong experience in a Quality Assurance lead role and solid understanding of our AML obligations
• Unwavering commitment to the customer with an ability to respectively challenge the status quo to drive efficient, right first time customer experience
• Pragmatic approach that can adapt quickly and work under pressure.  You can prioritise multiple activities and can break down the problem statement to deliver ongoing incremental improvement
• Your operations knowledge and expertise. You will contribute practical solutions that activate operational excellence principles, adding value to improvement initiatives and evolving our operational standards
• An inquisitive nature and expansive approach to problem solving. You have a willingness to broaden your perspective, actively seeking and sharing knowledge with a supportive network of contacts and influencers
• An approach that brings people together to get work done; encouraging engagement within and outside of the team, roundtable working relationships and networking

Leadership, Performance and Culture

• Role model and champion ANZ’s values and New Ways of Leading (NWoL)
• Take action to embed our aspirational culture and champion customer centricity
• Foster a growth mindset within the teams, focused on continuous improvement of end-to-end customer outcomes.
• High level of energy and can do delivery mindset
• Strong project management disciplines underpinning an agile style
• Contribute to the success of Customer Service Operations, and Australia, Retail and Commercial more broadly.

What’s in your toolkit?

• Deep expertise on the relevant topic
• Ability to galvanise a diverse group of people around a common mission
• Ability to quickly adapt and grasp new skills and content
• Proven analytical skills and evidence based decision making
• Ability to ask for and give feedback
• Proven ability to innovate and adapt to latest development in area of expertise

This is a 12 month fixed term contract based in 833 Collins St. Docklands VIC

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and search for reference number AUS128185.

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