Head of Client Onboarding and Service Operations

Head, Onboarding, Service & Documentation

About Us

 

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers.

 

 

About the Role

 

As the Head of Onboarding, Service and Documentation, you are accountable for the end-to-end delivery of KYC and Client Onboarding operations, ensuring safe, compliant and timely onboarding, refresh (OCDD) and maintenance outcomes. You will also act as a Senior Operations Change Delivery lead, responsible for executing and embedding operational change initiatives across Operations functions. This includes regulatory and policy change, operational remediation, outsourcing impacts, process and control uplift, and BAU-led improvements. You will ensure that operational change is implemented effectively, transitions smoothly into BAU, and strengthens the non-financial risk and control environment, while maintaining stable day-to-day operations.

 

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

 

Role Location: ANZ Branch, Mumbai, India

Role Type: Permanent, Full-time

What will your day look like?

• Lead KYC, Client Onboarding, OCDD refresh, and maintenance operations, ensuring regulatory compliance and high service standards.
• Manage operational performance, including turnaround times, quality, exceptions, and backlog.
• Serve as senior escalation point for complex onboarding cases and delivery risks.
• Drive standardised KYC/onboarding processes across teams and locations.
• Represent Operations during audits, regulatory reviews, and inspections.
• Lead operational change initiatives across KYC/onboarding, payments, trade, lending, client servicing, and outsourced delivery models.
• Convert change requirements into clear operational plans while balancing BAU and regulatory timelines.
• Partner with Technology, Change, Risk, Compliance, and Frontline teams to ensure effective implementation.
• Oversee operational delivery of regulatory and policy changes (AML/CTF, KYC, outsourcing, data, resilience).
• Strengthen operational controls and lead responses to audit findings and regulatory observations.
• Identify and escalate operational risks and drive sustainable remediation.
• Develop and lead Operations managers, promoting strong execution and change capability.
• Provide regular updates to senior stakeholders on progress, risks, and dependencies.

 

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

 

• Extensive experience in banking or financial services operations with senior delivery accountability.
• Proven track record leading multi‑function operational change initiatives.
• Experience managing regulatory audits, inspections, and supervisory reviews, including evidence coordination and remediation.
• Strong understanding of non‑financial risk, controls, and regulatory expectations.
• Excellent stakeholder management with strong influencing capability.
• Background in KYC, onboarding, or client lifecycle operations.
• Experience working with offshore, GCC, or outsourced delivery models.
• Proven involvement in regulatory remediation and audit response programs.
• Senior operations leader accountable for execution and delivery, including regulator‑ and audit‑facing responsibilities.

 

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

 

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

 

But it's not just our customers who'll feel your impact. you'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

 

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

 

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

 

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 111875.

Job Posting End Date

17/03/2026 , 11.59pm, (Melbourne Australia)

Experience Level

Executive Level