Enterprise Services (ES) is responsible for the world leading application of technology and operations across every aspect of CommBank, from innovative product platforms for our customers to essential tools within our business. We also use technology to drive efficient and timely processing, an essential component of great customer service.

Group Operations is the engine room of the CBA Group dedicated to running, improving and transforming the processes that deliver products, services and productivity benefits to the CBA Groups customers.

Identification Authentication team is a specialist team that supports multiple regulatory requirements such as:

• The on-boarding of customers
• The collection of identification information to on board customers
• Verification of identification information
• The collection of identification for current customers when required

This specialist team extends our ongoing commitment to:

• Know Your Customer (KYC)
• Anti-Money Laundering (AML)
• Counter Financing Terrorism (CFT)
• Customer On-Boarding obligations and Common Reporting Standards (CRS/FATCA)
• The team aims to ensure compliance while at the same time making these processes easy and simple for our customers

The Senior Analyst, IDA Operations will report to the Manager, IDA Operations and will work closely with the key stakeholders throughout the organisation to ensure RBS maintain compliance in regard AML/CTF obligations.

Do work that matters

The Senior Analyst, IDA Operations, your role is responsible for the to-day operations of the team and to drive continuous improvement and proactive action in the business to manage and uplift the current processes.

This will mean working closely with our stakeholders and colleagues. As a result, you will be required to forge strong relationships with business stakeholders and Financial Crime teams to drive outcomes.

See yourself in our team

• Governance over quality to drive a program of continual improvement
• Providing support to Manager and Senior Manager IDA Operations team for ad-hoc requests
• Achieve customer service excellence by role modelling the Bank’s customer service standards
• Demonstrate Group values as part of delivering your responsibilities.
• Prioritising and assigning work and deliverables according to specified timeframes
• Provide training to new starters and refresher training to existing Staff as per their training needs and as per feedback received from QA team.
• To ensure that work is allocated and actioned as per agreed SLAs
• To ensure all escalations are actioned and responded in timely manner.
• To ensure all day-to-day and periodic reporting is complete within expected timeframes.
• You are expected to understand the business end to end as well as all our stakeholders.
• To maintain effective communication with stakeholders to resolve issues, escalations & complaints.
• You will assist and lead projects that could affect the operational environment (internal and external) and ensure the training team is aware of any upcoming changes.
• Ensure SOPs are up to date.
• You will drive an excellent production management culture based on the Bank’s 5 productivity habits, this include daily management and team stand up huddles.
• Apply critical thinking along with decision-making.

We’re interested in hearing from people who

• Some experience understanding identification details for customers 
• Financial Services Industry experience is a must, further qualifications in the area of financial crime is beneficial
• Experience in investigating and handling complaints
• Ability to communicate with a diverse range of business and high value customers, including upset or distressed customers
• Ability to articulate complex information into easy to understand questions for customers
• Exposure to data analytic tools & workflow management tools
• Continuous improvement (Cl) mind-set and the ability to utilise Cl tools

This role is a 12 month secondment/maximum term contract. The role is based in Sydney and works 50% hybrid work.  

Advertising End Date: 29/10/2024