Join us as a Customer Service & Operations Unit Leader in Anti-Money Laundering

• In this high-profile role, we’ll look to you to make sure your team is efficiently planned and operating at its optimum capacity to onboard non-personal customers
• You’ll be specialising in anti-money laundering (AML) to manage related operational escalations, proactive client and stakeholder management, disputes and risks, and lead process re-engineering and automation initiatives
• This is an opportunity to be at the forefront of providing good customer outcomes, protecting our customers and the bank

What you'll do

As an AML specialist, you’ll lead your unit to protect our customers and enhance their experience by identifying trends and addressing areas of improvement. You’ll maximise efficiency by collaborating with customers, stakeholders, support functions and continuing to make sure your team is engaged and consistently developing professionally. We’ll also look to you to approve and maintain process documents to help define performance indicators, measure and report MI and enable the right decision making.

Additionally, you’ll be:

• Optimally using resources to reduce costs and increase productivity
• Developing and executing a plan for effective training and accreditation, and understanding and driving the performance of your team
• Using data insights to drive change activity, and leading and participating in local and global projects
• Building a culture of continuous improvement, leading by example to deliver innovative and cost-effective solutions to enhance our performance and customer experience
• Enhancing the risk culture in your unit with a focus on proactive, end-to-end risk
• Actively manage client relationships through the onboarding journey providing high levels of customer service
• Making sure processing is performed accurately, to a high quality and within an agreed turn-around time
• Reviewing processing errors and customer complaints to help identify trends and training needs

The skills you'll need

You’ll need to have knowledge and experience of working in an AML environment, with knowledge of financial services. Strong people management skills are a must, along with the ability to drive, coach and motivate others to succeed.

We’ll also look for you to have:

• An understanding of the industry and our customers
• Knowledge of AML and financial products, processes and banking systems
• A background in team and performance management, risk, compliance and legal issues in different jurisdictions
• An understanding of people processes and policies

Hours

35

Job Posting Closing Date:

31/03/2025

Ways of Working:Hybrid