About Us
The Perth Mint is an iconic Western Australian organization operating on a truly global scale.
Situated in East Perth for over 124 years, The Perth Mint is not only a top-ranking tourist destination but is an award-winning exporter and key player in the precious metals markets around the world. Our reputation is built on the outstanding quality of our products supported by outstanding customer service.
The Perth Mint provides an energetic and dynamic work environment and is dedicated to delivering the highest level of customer service to our diverse customer base.
About The Position
Responsible for managing and coordinating the day-to-day workflow of the relevant team within the contact centre. The team will be focused on the remediation of complex customers (Companies, Trusts and Partnerships) as part of The Perth Mint’s Anti Money Laundering Remediation Program. Monitoring of outcomes and service levels and initiatives to improve them where necessary.
Responsibilities of the role include:
- Work to ensure that the most effective resource plans are developed and achieved for the contact centre.
- Leading and motivating the allocated teams to ensure daily targets are met and maintained.
- Ensure that contact centre service targets, SLA’s and KPI’s are continually reviewed, and expectations are met.
- Monitoring quality of outputs, in conjunction with the Senior CIS, to ensure work is complete and compliant.
- Managing case escalations and complaints in line with the complaints handling process.
- Working with People and Culture to support the recruitment & selection of Customer Information Specialists.
- Design and deliver individual and group training and development to meet contact centre requirements.
- Development and management of the standard operating processes including complaints handling etc.
- Contributing to progress reporting for management and stakeholders as required.
- Identifying and instilling best practice, processes and systems and drive continuous improvement within the contact centre.
- Supporting the implementation of a centralised business function for customer due diligence through lessons learned and relevant experience.
- Supporting the ongoing development of internal frameworks, controls and policies, including relevant legislative requirements and obligations
- Building and maintaining effective internal and external stakeholder relationships.
- Manage the performance, activities and wellbeing of your individual teams.
- Championing a culture of collaboration and inclusion within individual and wider teams.
- Supporting the AML Remediation Program through ad hoc requests, as required.
About You
We're looking for someone who has skills and experience in the following:
- Knowledge of KYC and AML/CTF obligations.
- Tertiary qualified in a related discipline (e.g. law, compliance, ESG, risk management, governance or finance) is preferred.
- Minimum 4 years working experience within a comparable role.
- Previous experience managing people in a fast-paced customer service environment including Call Centres or Sales highly desirable.
- Able to work collaboratively with others.
Some of the benefits of working with us
- Purchase extra leave
- Discounted staff shopping
- Health and wellbeing programs
- Flexible working arrangements
- Perth Mint Day
Our Commitment to Inclusion
Inclusion is at the core of what we do. We are committed to equality and celebrate the diversity of race, gender, age, sexual orientation, religion, ethnicity, and all characteristics that make us unique as individuals.
We encourage applications from a range of candidates, including, Aboriginal and Torres Strait Islander people, people with disability, people of all gender identities, youth, seniors, the LGBTQI+ community and people from culturally and linguistically diverse backgrounds.
Applicants with a disability who require adjustments in the recruitment process, are welcome to contact recruitment@perthmint.com.
To learn more about our diversity and inclusion initiatives please visit our website.
If this role excites you, and you think you have what it takes to be a part of The Perth Mint team, apply today.
Applications close on Monday, 26 June 2023 at 5.00pm. The Perth mint reserves the right to close applications prior to this date. Interviews may commence prior to closing date for the right candidates.
Candidates must have the right to work in Australia and pass our national security check.
