Customer Lifecycle Analyst

As a Financial Crime Customer Lifecycle Analyst, you will contribute to the Group’s AML/CTF obligations across the Group’s Part A and Part B Program and FATCA/CRS requirements.

This is a high‑volume contact centre role, where you will provide consistent, high‑quality service while managing customer interactions, information requests and regulatory requirements in a fast‑paced operational environment.

You will play an important role in protecting our community, delivering superior internal and external customer service, and supporting the Group’s goal of NPS+30. Your approach to prudential risk management and continuous improvement will be critical to the Group’s relentless pursuit of the elimination of financial crime.

• Maintain an up‑to‑date understanding of AML, CTF and Sanctions legal and regulatory obligations as they apply to your role

• Operate effectively in a high‑volume contact centre, managing inbound interactions in line with service level agreements (SLAs)

• Actively contribute to the Group’s NPS+30 goal by prioritising customers and their lived experience

• Complete tasks in accordance with standard operating procedures (SOPs), policies and prescribed methodologies

• Stay informed on financial crime and security‑related trends and emerging risks, escalating issues as required

• Accurately record customer interactions, findings and decisions in Group systems in a timely and concise manner

• Contribute to continuous improvement by identifying opportunities to improve efficiency, effectiveness and customer outcomes

• Perform additional financial crime‑related tasks as directed by your manager

You will report directly to a Financial Crime Operations Manager. This role has no direct reports.

• Deliver high‑quality customer service in a fast‑paced, high‑volume inbound contact centre environment

• Capture and validate KYC, Source of Wealth / Source of Funds and other customer information accurately

• Support multiple brands across jurisdictions by engaging with frontline staff and customers

• Document comprehensive evidence to support regulatory and compliance requirements

• Manage customer expectations around resolution processes, timeframes, escalations and complaints

• Maintain confidentiality of customer information in line with privacy legislation and internal policies

• Contribute to team performance, quality and operational targets

• Identify and escalate realised or potential risks following appropriate pathways

• Support continuous improvement by sharing ideas and feedback

• Experience in a fast‑paced, high‑volume contact centre or operational environment (preferred)

• Strong customer focus with the ability to manage complex conversations professionally

• Drive and willingness to learn across multiple Financial Crime Operations streams

• Completion of tertiary education (preferred)