AML Support Lead

Hi, we’re PEXA
 
Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in. PEXA’s world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes.
Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents. We’re still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers. That’s why, we’re looking for ambitious people like yourself to join the team.
 
A day in the life
 
As AML Support Lead, you will establish and manage a team of AML Support Specialists responsible for onboarding and AML related customer support activities.
 
You will coach and develop team members, monitor real-time workload and performance, and ensure adherence to OKRs and internal policies.
 
You will step into escalations, exceptions and complaints, applying critical thinking and clear problem solving to deliver positive outcomes for customers and the business.
 
About the role
 
This is a hands-on leadership role where you are accountable for service excellence, team productivity and professional standards.
You will lead performance management, recruitment and retention, drive first contact resolution rates, and ensure processes remain accurate and up to date.
 
You will also work closely with Risk, Legal, Technology and other key stakeholders across the business to continuously improve AML support operations.