Mathew Couper
Silverdale,Australia
Summary
Seasoned Manager at Commonwealth Bank of Australia, adept in cross-functional team management and operations management. Elevated team performance and compliance through strategic leadership and stakeholder engagement, showcasing robust problem-solving and team leadership skills. Proven track record in enhancing operational efficiency and team productivity.
Overview
17
17
years of professional experience
Work History
Manager, KYC Collect
Commonwealth Bank of Australia
Sydney, Australia
04.2024 - Current
- In April 2024 the ACN/BXO analysts moved streams, since then I have continued with my KYC Collect function and current manager 10 analysts and one senior analyst
Manager, KYC Collect – Enhanced Customer Due Diligence/ACN Deregistered/Biz Express Online
Commonwealth Bank of Australia
Sydney, Australia
04.2021 - 04.2024
- The KYC Collect team for ECDD is responsible for a mixture of inbound/outbound customer contact in an attempt to uplift customer information
- The information requested from our customers primarily includes contact detail updates, Identification documents and their Source of Funds/Source of Wealth
- This information is requested following alerts triggered for the customer and the information is provided back to our AML teams to enable the group to make an informed decision about the customers banking relationship
- My team consists of 1 analysts and a senior analyst
- Further, my role includes two other functions being ACN Deregistered and BizExpress Online
- The ACN Deregistered team consists of 2 staff members who are responsible for validating the status of companies who are flagged as being deregistered and contacting customers to set a rectification pathway for the company
- The Biz Express Online team consists of 2 staff members who handle exceptions for BizExpress applications where it drops out of the application cycle due to information mismatches
- The team is responsible for contacting the customer about the information mismatch and assisting in uplifting the documents in the system or directing them to ASIC to update information to enable them to proceed with their application
- My Duties in this role include:
- Managing multiple processes and team performance against varying SLAs
- Managing team adherence to schedules
- Senior Management Relief
- Forecasting and Volume tracking, including creation of a forward contact strategy plan for ACN and talking to deliverables in a business working group
- Building relationships with multiple internal and external stakeholders
- Performance discussions, 1:1s, coaching and meetings with all staff
- Facilitating and leading team meetings – both immediate and wider management
- Managing and approving payments
- Complaint handling
Manager, New Payment Platform (NPP) Operations and Compliance Investigations (Teams 1 & 2 Combined)
Commonwealth Bank of Australia
South Eveleigh, Australia
10.2020 - 04.2021
- From October 2020 due to internal staffing changes, I continued in the NPP Secondment role and absorbed my previous Compliance Investigations Team 2 and Compliance Investigations Team 1 as a combined team
- The team was 28 staff including a Point of Reference for the Compliance Investigations Team
- Results and team details are as outlined in two below roles
Manager, New Payment Platform (NPP) Operations (12 month secondment)
Commonwealth Bank of Australia
South Eveleigh, Australia
05.2020 - 10.2020
- NPP Operations completes PAY ID reconciliations, PAY ID conflict resolutions, and OSKO/Fast Payment Traces and recoveries
- My compliance investigations team included 8 staff members
Manager, Compliance Investigations Team 2
Commonwealth Bank of Australia
South Eveleigh, Australia
01.2018 - 05.2020
- Compliance Investigations receives and actions garnishee orders and information requests on behalf of government agencies and customers through the courts
- My compliance investigations team included 13 staff members
- My duties in this role included;
- Lifting performance of team through training, coaching and 1:1s with all staff
- Rostering and Shift Management of all staff (Alternate roosters between teams)
- Managing Performance to SLAs
- Senior Management Relief
- Performing to deliverables and deadlines
- Forecasting and Volume tracking
- Building relationships with internal and external stakeholders
- Performance discussions and meetings with all staff
- Facilitating and leading team meetings, immediate and wider management
- Manage all staff productive
- Manage and approve payments
- Complaint handling within internal and external stakeholders
Point of Reference, Compliance Services
Commonwealth Bank of Australia
Lidcombe, Australia
01.2017 - 01.2018
- As of June 2017 I became the Point of Reference for the Compliance Services Team
- My duties in this role included:
- Acting as a Subject Matter Expert for complex matters and tasks
- Training and Coaching of all staff members
- Continuous Improvement Champion
- Creation and Amendment of Standard Operating Procedures
- Service Manager Relief
- Workflow Management and Planning
- SME involvement in projects in particular GOTII
- Liaising with internal and external stakeholders
- Performance discussions and meetings with all staff
- Conduct interviews with Service Manager
- Completed off site training courses to advance knowledge in role
- Facilitating and leading team meetings
- Acting as a pilot in changes and identifying issues/risk
Compliance Officer, Compliance Services
Commonwealth Bank of Australia
Lidcombe, Australia
01.2009 - 01.2017
- Compliance services receives and actions requests received by Trustees/Administrators, Solicitors, and various Government Bodies Australia Wide
- My duties in this role included;
- Printing and sorting of emails/faxes received
- Logging files received onto the Compliance database
- Placing of stops/holds and Interactions on CommSee
- Ordering and Printing Statements
- Liaising with Requesting Officers to obtain more information or an extension where we are given a Due-By date we can’t meet
- Collating documents required, e.g
- Printing New Account forms off CommSee, Statements from CEA
- Ordering of CCTV footage
- Completing affidavits and witness statements for documents produced
- In my role at Compliance Services I regularly acted as a WFC (work-flow coordinator)
- Duties of this role included;
- Allocation and monitoring of work
- Performing an audit of the day’s work and staff held over files
- Creating and ensuring procedure guides are up to date
- Reporting and discussing any issues with my Team Leader
- Acting as a point of reference for staff
- Training of staff members
- Running of meetings (sales and service, team huddles, people and culture survey)
- Updating changes in i360
- Populating and discussing the weekly Forecasting Data
- Further to my role I was also responsible for working in the Bankwest system on a rotating basis
- Duties of this role included;
- Sorting and completing emails received in Lotus
- Entering cases into CPS for action
- Placing of holds and interactions on accounts/profiles in HOST for relevant bankruptcy/liquidation and restraining order requests
- Collating documents required from various systems e.g CPS and Genesis
- Ordering of CCTV footage
- Completing affidavits and witness statements for documents produced
Indexing Officer / Imaging Services
Commonwealth Bank of Australia
Lidcombe, Australia
01.2008 - 01.2009
- My main duties and responsibilities working as an Indexing Officer:
- Worked in C-Flow and Fineos team which involved indexing and updating data of client’s CBA superannuation applications
- Remittances processing which involved processing of C-Flow and Fineos cheques and generating posting slips for each cheque
Education
High School Diploma -
Erskine Park High School
Erskine Park12-2007
Skills
- Cross-functional team management
- Operations management
- Team leadership
- Stakeholder management
- Performance management
References
Kristi Hosking, Senior Manager, Financial Crime Operations, Level 6, 5-7 Central Ave, Eveleigh, NSW, 2015, 0422 941 072
Coursescompleted
- CBA, Agile Fundamentals, 01/01/17
- CBA, Customer Centricity, 01/01/17
- CBA, Productivity Fundamentals, 01/01/17
- Griffith Micro Credentials, Introduction to Financial Crime Investigation, 01/01/17
- Griffith Micro Credentials, Financial Crime – Framework and Regulations, 01/01/17
- Griffith Micro Credentials, Financial Crime – Management and Reporting, 01/01/17
- Griffith Micro Credentials, Financial Crime – Fraud and Investigation, 01/01/17
Timeline
Manager, KYC Collect
Commonwealth Bank of Australia
04.2024 - Current
Manager, KYC Collect – Enhanced Customer Due Diligence/ACN Deregistered/Biz Express Online
Commonwealth Bank of Australia
04.2021 - 04.2024
Manager, New Payment Platform (NPP) Operations and Compliance Investigations (Teams 1 & 2 Combined)
Commonwealth Bank of Australia
10.2020 - 04.2021
Manager, New Payment Platform (NPP) Operations (12 month secondment)
Commonwealth Bank of Australia
05.2020 - 10.2020
Manager, Compliance Investigations Team 2
Commonwealth Bank of Australia
01.2018 - 05.2020
Point of Reference, Compliance Services
Commonwealth Bank of Australia
01.2017 - 01.2018
Compliance Officer, Compliance Services
Commonwealth Bank of Australia
01.2009 - 01.2017
Indexing Officer / Imaging Services
Commonwealth Bank of Australia
01.2008 - 01.2009
High School Diploma -
Erskine Park High School
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