Job Description
If you could create the best digital bank in Australia, what would it look like? How would it make life easier? And what would you do to create a 6-star customer experience?
We're wondering the same thing.
We're building something new
We're building the new AMP Bank: a fully digital bank with new products, delivered via a mobile app with killer features, to make banking easy for everyday Australians and small businesses. No paperwork. No red tape. No complicated processes or confusing financial chat. Just simple, smart banking; a tap away. The way banking should be.
We've got the tech. We've got the approach. We just need the team to help us take AMP Bank to market in early 2025 and make it the best digital banking experience Australia's ever seen.
We need industry stirrer-uppers
You know: non-conformers. Those who are compelled to do something different. Who care enough about the customer to ask the big questions no one else will. Who want to know what if. What if we tweaked this, or toggled that. You zig when everyone else zags, disagree without being disagreeable, and love the rush of starting something new.
Specifically, a Service Owner of Onboarding not boxed in by job title
Join AMP's brand-new Banking division, and lead, inspire and motivate the Onboarding and Lending teams- which make up part of our broader Customer Success Squad. Your team will be responsible for providing an onboarding and lending experience that helps us to know our customers from the start of our relationship and ensure their experience is seamless, while protecting our customers and AMP Bank.
Whilst this role will continue to evolve with the Bank, here's an idea of what you will be working on;
Onboarding Platform Ownership (Run the Bank): End-to-end ownership of the onboarding platform and customer experience that supports the continuous evolution of core customer journeys, ensuring to advocate for our customers. This includes identifying opportunities to improve the experience, define the solution, deliver it to our customers, and measure the effect after launchRegulatory Requirements: Acts as obligation owner of the end-to-end journey, including a KYC and KYB subject matter expert and shares technical expertise and guidance with the wider Onboarding teamRisk Assessment: Understand risk assessment needs on new account applicants (customers and/or businesses) to inform the onboarding processTeam Leadership: Lead, coach, motivate and inspire team members to deliver quality outcomes and foster a mantra of 'doing' and an environment of collaboration, continuous improvement and customer obsessionData Analysis: Utilise data analytics to track performance metrics (e.g. Quality metrics, customer satisfaction, and process wastage rates etc.) to inform decision making. This includes generating regular reports to be shared with senior leadership to evaluate team performance and identify areas for improvementRelationship Management: Build strong relationships and work closely with the onboarding team, engineers, design, marketing and legal and compliance. This includes acting as the primary point of contact for onboarding-related inquiries and escalations, resolving issues promptly and professionally. What matters Extensive experience working in onboarding and lending preferably in a banking and/or financial services environmentStrong understanding and experience of customer onboarding processesCompetent understanding of regulatory requirements e.g. Know Your Customer (KYC), Know your Business (KYB), Money Laundering RegulationsAbility to contribute to the development of business plans and present in senior leadership environmentsDemonstrated ability to implement operational and/or organisational changeProven experience in the successful management and implementation of regulatory changesProven ability to adapt to, and lead people through changeAbility to deliver results through others via effective leadership and coaching Imagine the lovechild of a fintech startup and a big four
Agile and hands on meets established and fully resourced. That's kind of who AMP Bank is.
We're setting up a whole new, digital business, building solutions our customers have asked for, and shaping how that business runs. Only we're doing it with the backing of a tech platform that works (the same tech that fuelled Starling Bank's success in the UK) and the financial muscle of AMP's 170-year heritage.
Take that. Add you. Shape who we become.
Right now, we're taking the best of AMP's current culture, borrowing from successful neobank cultures and creating something entirely new. So, there are still a lot of unknowns. But you'll be part of the original squad, setting the tone for who we become.
You'll help us build the new AMP Bank from scratch, and shape the culture the wider AMP business adopts. A lot of it will be trial and error and making mistakes, so you need to be comfortable with things not always going to plan. We are.
And we're 110% in this together. So, you won't go it alone, but you will be called to muck in and play your part. This is no place to hide. We want your ideas to be heard and celebrated. It's about moving fast, working together and being transparent in everything we do.
This is how we'll make AMP Bank happen.
It's all of the fun, with none of the financial risk
This is your greenlight to take a sledgehammer to traditional banking and build a meaningful digital business from scratch. One that's so simple, smart and savvy, people write songs about it. Only, instead of the sleepless nights and cashflow worries that come with the startup phase, you'll have the tools, money, team and salary of a fully-fledged business. It's all of the fun of a startup, with none of the personal risk.
So, roll up your sleeves. There's work to be done.
Sure, it's going to be a fast, furious, challenging ride. It's new for us too. But that's the thrill of it. So, roll up your sleeves and burn your suit. There's work to be done.
Let's build the bank you wish existed
Let's get rid of the old school, the outdated and bank statements collecting dust on kitchen benches. And make AMP Bank the relatable, customer-obsessed bank we know it can be.
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