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Quality Assurance Manager
3 months ago
Role Title: QA Manager
Reports to: Chief Operations Officer
Location: London
About EML
EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.
As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence.
Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.
What we are looking for
Are you passionate about risk management and compliance? Do you thrive in a dynamic, fast-paced environment? We are looking for a talented and experienced Risk Assurance Analyst to join our Risk and Compliance team.
As the Quality Assurance (QA) Manager in Operations, you will play a crucial role in ensuring that our operational processes are compliant, efficient, and effective.
You will lead the QA efforts for PEPs and Sanctions screening, Transaction Monitoring, KYC/KYB, Customer Services, and Complaints handling. Your primary responsibility will be to maintain and enhance the quality of our operations, ensuring regulatory compliance, mitigating risks, and continuously improving customer satisfaction.
What you’ll do
Quality Assurance Strategy:
- Develop and implement a comprehensive QA strategy across operations, focusing on compliance with regulatory requirements, particularly in PEPs and Sanctions screening, Transaction Monitoring, KYC/KYB, Customer Services, and Complaints management.
- Establish QA standards, procedures, and best practices that align with industry regulations and company policies.
PEPs and Sanctions Screening:
- Perform the QA process for PEPs and Sanctions screening to ensure that all customer and business relationships are properly vetted according to the latest regulations.
- Conduct regular audits and reviews of screening processes to identify areas for improvement and ensure the effectiveness of controls.
Transaction Monitoring:
- Lead the QA efforts in transaction monitoring to ensure that suspicious activities are identified and reported accurately and promptly.
- Collaborate with the Compliance and Risk teams to refine monitoring tools and techniques, ensuring alignment with regulatory requirements and industry standards.
KYC/KYB Processes:
- Manage the QA of KYC (Know Your Customer) and KYB (Know Your Business) processes, ensuring that customer onboarding, verification, and ongoing monitoring are conducted with precision and compliance.
- Perform regular reviews of KYC/KYB documentation and processes to ensure they meet regulatory standards and internal policies.
Customer Services:
- Implement QA measures within customer service operations to ensure that customer interactions are handled professionally, efficiently, and in line with regulatory expectations.
- Monitor customer feedback and complaints, using this data to drive continuous improvement in service quality.
Complaints Handling:
- Perform the QA of the complaints handling process to ensure complaints are managed in a timely, fair, and compliant manner.
- Analyse complaint trends and root causes to identify systemic issues and areas for improvement.
Collaboration:
- Work closely with other departments including Compliance, Risk, Legal, IT, and Operations to ensure that QA processes are integrated and aligned with overall business goals.
- Stay updated on the latest regulatory developments and ensure the QA team is prepared to meet new challenges.
What you’ll bring
- Bachelor’s degree in business, Finance, Law, or a related field. Advanced degree or professional certification (e.g., CAMS, ICA) preferred.
- Minimum of 5-7 years of experience in Quality Assurance within financial services, with a strong focus on regulatory compliance.
- In-depth knowledge of PEPs and Sanctions screening, Transaction Monitoring, KYC/KYB processes, and regulatory requirements in the payments industry.
- Proven experience in implementing QA frameworks in a regulatory environment.
- Strong analytical skills and attention to detail, with the ability to identify trends, risks, and areas for improvement.
- Excellent communication and leadership skills, with the ability to influence stakeholders at all levels.
- Proficiency in relevant software and tools used in QA and compliance processes.
Key Competencies:
- Regulatory Knowledge: Understanding of the regulatory environment affecting payments, particularly in relation to PEPs, sanctions, AML, and CFT.
- Analytical Thinking: Ability to analyse complex data, identify patterns, and make informed decisions.
- Attention to Detail: Precision in ensuring that processes and documentation meet the highest standards.
What you will be offered
- 25 days annual leave plus 2 days for volunteering, plus your birthday off - Plus an additional Take5 days should you use all of your 25 days
- Global business landscape that connects you with colleagues working throughout Australia, UK, North America and Europe
- Hybrid working - Be empowered to work smarter, in a way that suits your lifestyle
- 12 weeks paid parental leave
- Paid professional memberships
- Pension scheme
- Short term bonus scheme
- Company Health Scheme
- Long term illness cover
- Life Assurance (Death in Service) Cover
- EAP
- BenefitsHub
Company Culture and Values
Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.
Company Structure
EML is an ASX listed company head quartered in Brisbane, Australia, with approximately 480 employees throughout Australia, Europe, the UK, and America.
EEO Statement
Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.
We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.
