Manager II, Controls & Compliance

Job Title:

Regulatory Governance & AFSL Oversight • Act as a nominated Responsible Manager for authorised retail banking activities conducted under the AFSL. • Ensure services operate within approved AFSL authorisations and the defined no-advice operating model. • Maintain a clear distinction between administrative support, factual information, general information and personal financial product advice. • Identify and address activities that may create regulatory, conduct, compliance or AFSL risk. • Support compliance reviews, audits, regulatory enquiries and governance forums. • Maintain evidence demonstrating relevant competence, oversight and regulatory compliance. • Review and challenge governance frameworks supporting retail banking operations. Operational Management • Lead day-to-day retail banking operational functions and customer service delivery. • Oversee transaction accounts, savings accounts, everyday banking products, debit card servicing, term deposit servicing, account maintenance and account closure activities. • Ensure procedures, work instructions, scripts and customer interactions comply with approved requirements. • Drive operational excellence through process improvement, performance monitoring and control effectiveness reviews. • Manage service risks, escalations, operational incidents and customer-impact assessments. • Prepare clear operational performance and management reporting. Risk, Compliance & Conduct Management • Monitor operational risk and conduct-risk obligations. • Oversee issue management, incident management, breach identification and escalation, complaints management, quality assurance and control monitoring. POSITION DESCRIPTION | AFSL OPERATIONS Confidential | Page 2 • Review complaints, disputes, vulnerable customer escalations and customer detriment risks. • Ensure material issues are escalated in a timely manner to appropriate governance forums and stakeholders. • Support remediation and corrective action activities where required. Quality Assurance & Competency Management • Provide oversight of training and competency frameworks for regulated activities. • Review and challenge service procedures, training materials, call scripts, knowledge articles and operational controls. • Ensure employees demonstrate competency in retail banking products and no-advice service delivery requirements. • Support quality assurance reviews, evidence collection and documented competency assessments. Stakeholder Management • Partner with Operations, Compliance, Risk, Legal, Quality Assurance, Learning & Development and Client Governance teams. • Participate in governance committees and regulatory oversight forums. • Present operational, risk, compliance and quality outcomes to senior leadership and client stakeholders. • Provide subject matter expertise on retail banking operations and AFSL obligations

Location:

Language Requirements:

Time Type: