Overview
As the Manager, Operations & Compliance (APAC), reporting to the Director, Product & Delivery, you will lead regional support, verifications, and testing teams to ensure exceptional customer service and operational performance. You will balance day-to-day operational leadership with primary compliance ownership for the region, particularly in relation to the Australian Criminal Intelligence Commission (ACIC) and other regulatory frameworks. You will hire, train, and lead team members to foster a high-performing, collaborative environment, while ensuring workflows are efficient, compliant, and aligned with Certn’s service commitments. You will manage regional compliance requirements by implementing standards, maintaining regulatory partnerships, and conducting internal audits and quality assurance.
What you will be doing
Operational Leadership
- Support day-to-day operations across support, verifications, and screening services in the APAC region, ensuring tasks are completed efficiently, accurately, and in line with SLAs.
- Supervise frontline team members, providing guidance, coaching, and problem-solving support to ensure service excellence.
- Maintain clear communication with internal stakeholders, escalating operational issues or service risks as needed.
- Build positive working relationships with clients and partners through timely, solution-oriented support and attention to quality outcomes.
- Assist in coordinating operational readiness for new products or services in collaboration with senior team leads.
- Contribute feedback and observations from daily operations to inform continuous improvement efforts and process enhancements.
- Conduct performance check-ins and regular 1:1s with team members, providing actionable feedback and supporting career growth within the team.
- Participate in workforce planning by monitoring task volume trends and providing input into hiring, training, and resource planning discussions.
- Support a culture of accountability, collaboration, and service excellence, helping the team stay aligned with Certn’s values and mission.
Compliance Ownership & Regulatory Governance
- Review and monitor workflows related to ACIC Nationally Coordinated Criminal History Checks (NCCHC), AFP National Police Certificates, and Right to Work checks for compliance with legislative and procedural standards (and related APAC workflows).
- Evaluate and improve identity verification processes to meet relevant laws and technical standards, emphasizing privacy risk mitigation and OAIC guidance.
- Own and operate the internal compliance audit program for Australia, including defining audit scope, methodology, and reporting frameworks.
- Conduct regular reviews of background screening and verification workflows to ensure alignment with regulatory requirements and Certn’s internal standards.
- Oversee operational handling of applicant disputes, correction and deletion requests, data access, and retention schedules, ensuring compliance with the Privacy Act 1988 (Cth), APPs, and contractual obligations (e.g., ACIC, clients).
- Ensure consent collection mechanisms, notices, and disclosures are accurate, compliant, and well-implemented across all Australian services.
- Track changes in Australia’s regulatory environment and coordinate with Legal on required operational updates.
- Support team training, documentation, and process updates to strengthen compliance awareness and promote a culture of accountability and transparency.
Quality Control & Collaboration
- Ensure client interactions via phone, email, and chat are empathetic, accurate, and professional.
- Handle escalated client communications and complex operational inquiries.
- Partner with Product and Legal teams to support operational readiness for new services and compliance updates.
- Champion a culture of continuous improvement by identifying and implementing process enhancements.
- Maintain the secure and confidential handling of sensitive information across all services.
- Contribute to internal knowledge sharing, cross-team support, and team-level process improvements.
What You Bring to the Table
- Post-secondary education in Business Administration, Legal Studies, Compliance, Operations Management, or a related field.
- Relevant certifications or coursework in compliance, privacy, or regulatory affairs are not mandatory but nice to have.
- Training or exposure to privacy laws or regulatory frameworks is a strong asset.
- Strong people leadership skills with the ability to coach, mentor, and performance-manage frontline staff.
- High proficiency in operational workflow design, task prioritization, and service delivery tracking.
- Strong understanding of compliance principles, privacy requirements, and regulatory reporting frameworks.
- Excellent written and verbal communication skills, especially for liaising with internal stakeholders and external regulators.
- Ability to analyze and document processes, conduct audits, and implement corrective action plans.
- Comfort with technical tools (CRM/ticketing systems, verification platforms, compliance monitoring tools).
- Skilled in conflict resolution, risk assessment, and cross-functional collaboration.
- Exceptional attention to detail and capacity to maintain accuracy under pressure.
- 3–5 years of progressive experience in an operations, compliance, or regulatory role, preferably within a highly regulated environment.
- Minimum 2 years of people management experience, with demonstrated success managing a remote or hybrid team.
- Hands-on experience with ACIC and/or AFP-related workflows, identity verification systems (DVS), or similar compliance-heavy products.
- Experience conducting internal audits, managing applicant data and consent processes, and responding to data correction or deletion requests.
- Proven track record driving compliance process improvements, developing SOPs, and training teams on regulatory requirements.
- Familiarity with Australian legal and regulatory frameworks relevant to personal data, background checks, and identity verification.
- Exposure to cross-functional project delivery involving Legal, Product, or Client Services teams is highly desirable.
Why You Should Be Excited
- 4 weeks of paid annual leave, plus additional health & wellness time off.
- Superannuation
- Remote-friendly and supportive versatile remote arrangements
- Work-from-home allowance
- Flex Allowance
- Professional development budget
Little Bit More About Us
Certn is a growing global technology company reinventing how organizations build trust in people with AI-backed background checks. We are committed to equal opportunity and a workplace that is respectful, inclusive, and free from barriers. We welcome all qualified candidates and support accommodation needs during the recruitment process.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Finance and Sales
Industries
- Software Development
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📌 Manager, Operations & Compliance
🏢 Certn
📍 Toowoomba