Quality, Capability and Performance Manager

Quality Assurance (QA) is a team of Operation Professionals, part of the Financial Crime Services (FCS) team in Chief Operations Office (COO). The team is accountable for the prevention, detection 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, Financial Crime Operations team 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 Operations footprint spans in Australia and India.

Do work that matters

As the Quality, Capability and Performance Manager you will be responsible for driving the uplift of skills, knowledge, and performance across QA teams in Australia and India. This role focuses on identifying capability gaps, designing and delivering targeted training programs, and embedding a culture of continuous learning and development. You will monitor key performance and quality metrics to inform training needs and ensure alignment with operational and regulatory requirements. You will also be maintaining the QA Framework to ensure it remains current, effective, and aligned with regulatory and operational standards.

You will play a pivotal role in supporting strategic initiatives such as automation, data-driven learning insights, and the sharing of best practices to enhance team capability. Additionally, you will provide senior leadership with performance insights, training impact assessments, and recommendations to support workforce planning, resource optimisation, and capability uplift. Your leadership will ensure QA teams are equipped with the right skills and knowledge to operate effectively, mitigate risk, and contribute to the organisation’s strategic objectives.

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

In this role you will be responsible for however not limited to:

• Conduct comprehensive training needs analyses and develop strategic capability plans to support effective delivery.

• Design and facilitate induction programs, learning initiatives, workshops, and tailored curriculums across Australia and India.

• Ensure all training initiatives align with the Group’s Risk Framework, internal policies, and regulatory obligations.

• Foster continuous capability development through coaching, guidance, and identifying ongoing training and development needs.

• Collaborate with the QA leadership team to perform root cause analyses and data deep dives, identifying trends and learning opportunities to enhance assurance processes and drive capability uplift.

• Lead and support assurance reviews and testing of QA controls, models, and governance frameworks, ensuring sustainability and effectiveness through robust design and operational assessments.

• Drive and support large-scale change initiatives and strategic programs of work.

• Manage a team of Senior Analysts responsible for conducting in-depth Completeness Checks across Financial Crime QA processes in Australia and Bangalore, ensuring compliance with regulatory standards and internal frameworks.

• Oversee the continuous development and enhancement of the Quality Assurance uplift framework, controls, and processes to ensure compliance, accuracy, and effectiveness.

• Facilitate collaboration sessions with internal teams, including Financial Crime Compliance, Risk, and QA Leadership, to identify root causes, close gaps, and implement best practices.

• Lead your team in leveraging data-driven insights to reduce recurring errors, address key risk indicators (KRIs), and improve customer outcomes (NPS+30).

• Proactively review and streamline QA processes across Financial Crime streams to enhance efficiency and reduce execution time.

• Guide your team in conducting assurance testing of QA controls and governance, ensuring long-term sustainability and operational effectiveness.

• Champion and lead multiple projects, initiatives, and uplift programs across QA Financial Crime functions in both Australia and Bangalore.

• Oversee daily operations including quality control, volume management, rostering, systems, and workflow coordination.

• Identify and escalate risks or issues through appropriate channels and contribute to remediation efforts to mitigate potential impacts.

You will report directly to the Quality, Capability and Performance Senior Manager.

On any given day you will:

• Lead and execute QA training programs and frameworks, ensuring effective communication and engagement to achieve operational success and seamless implementation.

• Drive operational excellence by applying active operations management principles, KPI metric tracking and execute remediation plans to optimise business performance and excellence.

• Develop and lead training programs of work or remediation plans to address identified quality issues, regulatory gaps or financial crime risks.

• Provide support in process and analytic reviews by leveraging data to identify and uphold compliance and regulatory standards, while effectively managing and mitigating risk exposure.

• Work in collaboration with the QA leadership team in conducting root cause analysis and deep dives to identify and investigate trends providing insights into customer and operational breakpoints ensuring best practice and escalations of risks identified.

• Foster a culture of continuous improvement and develop and implement programs for employee driven initiatives.

• Maintaining a positive relationship with key stakeholders promoting an environment of collaboration, continuous improvement and uplift.

We’re interested in hearing from people who have

• Strong leadership skills with the ability to work across multiple leaders and senior leaders.

• 3+ years’ experience in Financial Crime.

• Workforce planning skills, including capacity planning, resource allocation and forecasting.

• Proficient in excel and reporting/ visualisation tools (Tableau).

• Knowledge in process improvement methodologies (lean, Six Sigma).

• Proven experience in leading large scale and complex training programs across multiple streams.

• Strong analytical skills along with experience in data interpretation, creation and collation of reporting.

• Experience in identifying and apply risk management principles and disciplines.

• Highly developed verbal and written communication skills with the ability to articulate trends and insights.

• Strong organisation, planning and time management skills.

• Continuous improvement mindset with a passion for learning and development.