Financial Crime Operations Senior Manager

Organization-

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Role Title – Financial Crime Operations - Senior Manager

Location- Bangalore- Manyata tech Park

Business and team: The Financial Crime Operations (FCO) team sits within the Economic Crime Services (ECS) team. ECS is accountable for the development, implementation and ongoing leadership of the Groups financial crime shared services. ECS leads the Groups approach to managing AML/CTF, and Sanctions risks and obligations through the provisioning of the following services:

AML/CTF Operations Sanctions Operations Government Agency Requests Know Your Customer (KYC) KYC Refresh Customer Verification Services

Impact and Contributions: The role is accountable for operational performance, risk outcomes, quality, customer outcomes and regulatory compliance across their portfolio. The Senior Manager partners with FCO leaders, Financial Crime Compliance, Risk, Quality, Workforce Performance, Capability, Change and Technology teams to ensure services are delivered safely, efficiently and in alignment with regulatory obligations and strategic priorities.

The role leads a team of Managers and Financial Crime professionals and is responsible for creating a high-performing, transformation-ready workforce capable of supporting future operating models, AI-enabled investigations and end-to-end financial crime services.

Roles & Responsibilities:

The role of Operations Senior Manager supporting Financial Crime Operations (FCO) involves end-to-end accountability for operational delivery, people leadership, risk management and continuous improvement.

Operational Delivery, Risk & Governance

Lead the delivery of Financial Crime Operations services, ensuring operational targets, service levels, productivity, quality, customer and compliance obligations are consistently achieved. Drive effective workforce deployment, queue management and operational resilience to meet changing customer, regulatory and business demands. Ensure investigations and operational decisions are timely, accurate, risk-based and aligned with regulatory obligations, policies and procedures. Promote a strong risk and control culture, ensuring adherence to AML/CTF, KYC, ECDD, Sanctions, Screening, Transaction Monitoring and Financial Crime requirements. Identify, assess, escalate and manage operational, compliance, conduct and customer risks, ensuring timely resolution of incidents, issues, audits and remediation actions. Partner with Risk, Quality Assurance, Quality Control and business stakeholders to strengthen operational standards, quality outcomes, decision consistency and control effectiveness. Use data, operational insights and performance metrics to monitor performance, identify trends and drive sustainable business outcomes. Drive automation, AI adoption, process simplification and continuous improvement initiatives to enhance operational efficiency, strengthen risk outcomes and improve customer experience. Provide clear performance, risk and governance insights to senior leaders and governance forums, influencing decisions and driving accountability. Challenge existing practices and lead initiatives that improve operational performance, customer outcomes and regulatory compliance.

Strategic Change, Workforce & Capability

Lead the implementation of regulatory, technology, process and operating model changes, ensuring operational readiness and sustainable embedding into BAU. Partner with Change, Risk, Quality, Capability and Technology teams to deliver successful change outcomes and minimise implementation risks. Provide operational expertise to shape future Financial Crime processes, platforms, operating models and investigation capabilities. Drive adoption of new tools, ways of working, automation and AI-enabled solutions to improve efficiency, decision quality and customer outcomes. Support the transition towards integrated, end-to-end investigation models and future-state Financial Crime operating models. Track adoption, operational impact and benefits realisation, taking corrective action where expected outcomes are not achieved. Develop and maintain sustainable workforce and succession plans that support operational delivery, regulatory change and strategic priorities. Build a flexible, future-ready workforce through cross-skilling, multiskilling, talent mobility and specialist capability development. Partner with Capability and Training teams to identify capability gaps and deliver targeted coaching, learning and proficiency interventions. Develop leadership, technical and specialist capability to meet evolving regulatory requirements, operational demands and future Financial Crime priorities. Lead, coach and develop Managers and team leaders, fostering a high-performing, accountable and inclusive culture.

Stakeholder Leadership

Build trusted partnerships across FCO, Financial Crime Compliance, Risk, Quality, Workforce Performance, Capability, Change, Transformation and Technology teams. Influence senior stakeholders and translate complex operational, regulatory and strategic requirements into practical delivery plans. Provide senior leaders with clear visibility of performance, risks, dependencies, workforce requirements and decisions required. Represent the portfolio in governance forums, operational reviews, risk discussions and transformation programs. Collaborate across Australia and CBA India to support an integrated Financial Crime operating model.

Essential Skills:

Minimum 14 years of experience in Financial Crime Operations, Financial Crime Compliance, Banking Operations or a related operational leadership field.Significant experience leading large and complex operational teams within a regulated environment.Strong understanding of Financial Crime Operations and associated regulatory obligations, including AML/CTF, KYC, ECDD, Sanctions, Customer and Payment Screening, Transaction Monitoring and Investigations.Demonstrated experience delivering service-level, productivity, quality, customer, risk and compliance outcomes.Proven experience leading Managers and multidisciplinary teams in a fast-paced and evolving operational environment.Experience managing complex operational portfolios involving BAU delivery, remediation, transition and transformation activity.Demonstrated experience leading large-scale Financial Crime Operations teams through periods of growth, transformation or operating model change.Demonstrated experience partnering with Quality Assurance, Quality Control, Risk and subject matter experts to improve quality, decision consistency and control effectiveness.Experience leading operational readiness, adoption and sustainable implementation of process, regulatory, technology or operating model changes.Demonstrated experience leveraging automation, AI-enabled capabilities, digital solutions or process improvement methodologies to improve operational performance, risk outcomes and customer experience.Proven ability to influence senior stakeholders, manage competing priorities and translate complex requirements into executable outcomes.Strong analytical, communication, stakeholder management, facilitation, judgement and leadership skills.Demonstrated commitment to customer outcomes, regulatory compliance, governance and operational resilience.

Desirable Experience & Qualifications

Bachelor’s or Master’s degree in business, Commerce, Finance, Risk, Law, Management or a related discipline, or equivalent practical experience.Experience leading large-scale Financial Crime or regulatory operating model transformation.Experience with AI-enabled investigations, workflow automation, digital Financial Crime platforms or advanced operational analytics.Experience managing multi-skilled teams across multiple Financial Crime disciplines.Experience implementing end-to-end investigation models or skills-based workforce deployment.Experience supporting regulatory reviews, audits, issues, incidents and major remediation programs.Experience operating across multiple locations, jurisdictions or global delivery teams.

Measures of Success

Success in this role will be demonstrated through:

Consistent achievement of service-level, productivity, utilisation, quality, customer and compliance targets.Effective management of operational demand, workforce capacity and customer commitments.Strong regulatory, risk and control outcomes with timely identification and mitigation of operational and Financial Crime risks.High-quality investigations, consistent decision-making and effective control execution.Reduction in defects, rework, customer friction and operational inefficiencies.Successful implementation and sustainable adoption of regulatory, technology and operating model changes.Measurable productivity, risk and customer benefits delivered through automation, AI adoption and continuous improvement.A future-ready workforce supported by strong capability, talent and succession outcomes.High employee engagement and an inclusive, accountable and high-performing culture.Strong stakeholder confidence through transparent reporting, governance and delivery outcomes.undefined

Education: Bachelor's or Master's degree or equivalent practical experience.

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