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 customersThe collection of identification information to on board customersVerification of identification informationThe 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 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 is responsible for the day-to-day operations of the team and driving 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 improvementProviding support to Manager and Senior Manager IDA Operations team for ad-hoc requestsAchieve customer service excellence by role modelling the Bank's customer service standardsDemonstrate Group values as part of delivering your responsibilitiesPrioritising and assigning work and deliverables according to specified timeframesProvide training to new starters and refresher training to existing staff as per their training needs and feedback received from QA teamEnsure that work is allocated and actioned as per agreed SLAsEnsure all escalations are actioned and responded to in a timely mannerEnsure all day-to-day and periodic reporting is complete within expected timeframesUnderstand the business end to end as well as all our stakeholdersMaintain effective communication with stakeholders to resolve issues, escalations & complaintsAssist and lead projects that could affect the operational environment (internal and external) and ensure the training team is aware of any upcoming changesEnsure SOPs are up to dateDrive an excellent production management culture based on the Bank's 5 productivity habits, including daily management and team stand-up huddlesApply critical thinking along with decision-making We're interested in hearing from people who Some experience understanding identification details for customersFinancial Services Industry experience is a must; further qualifications in the area of financial crime is beneficialExperience in investigating and handling complaintsAbility to communicate with a diverse range of business and high-value customers, including upset or distressed customersAbility to articulate complex information into easy to understand questions for customersExposure to data analytic tools & workflow management toolsContinuous improvement (CI) mindset and the ability to utilise CI tools This role is a 12-month secondment/maximum term contract. The role is based in Sydney and works 50% hybrid work. If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 29/10/2024
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