You will lead a team responsible for conducting hindsight reviews of customer interactions to ensure all legislative and regulatory requirements are met
Job Summary
You will lead a team responsible for conducting hindsight reviews of customer interactions to ensure all legislative and regulatory requirements are met.
The role involves engaging with frontline stakeholders to highlight QA trends and drive continuous improvement initiatives across the business.
CommSec is investing in digital capability to deliver a seamless experience for customers while fostering a collaborative, high-performing team culture.
Matching Summary
You will lead a team responsible for conducting hindsight reviews of customer interactions to ensure all legislative and regulatory requirements are met.
Skills & Requirements
Must-have
Experience managing high-performing teams
Strong stakeholder management skills
Understanding of banking or stockbroking
Knowledge of risk and control frameworks
Experience in call centre or QA environment
Nice-to-have
Interest in leveraging AI for quality assurance
Experience with process uplift initiatives
Ability to translate legislative changes into guidance
Strong analytical capability to turn insights into action
Key Requirements
Experience managing and developing high-performing teams
Understanding of banking and/or stockbroking industry
Experience in process uplift and change initiatives