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February

Business Governance Expert – Customer Resolution

ANZ - Melbourne, VIC

Government, Defence & Emergency
Source: uWorkin

JOB DESCRIPTION

Business Governance Expert - Customer Resolution

Role type- Permanent

Hiring Managers- Sarah Clark and Isabelle Thomson



Are you looking for an opportunity to be part of something different - working innovatively to build out the governance and risk mechanisms for a new portfolio and delivering quality outcomes in a rapidly changing environment? As part of the Customer Resolution Business Governance team, we are looking for people who are passionate about delivering fair outcomes for customers and innovating to become best practice in the complaints management space.

What’s your purpose?

As the Business Governance Expert-

  • You will work closely with the Business Governance Lead and the Portfolio Performance teams to support the development and operationalisation of business governance mechanisms within the Customer Resolution portfolio.
  • You’ll assist with providing visibility of the risks across the portfolio and their effective management through assessment and control monitoring activities, and through reporting to the Monthly Customer Resolution Risk Management Forum.
  • You’ll apply your investigation and problem solving expertise to help the business investigate incidents and issues, and design solutions to fix operational issues.
  • You’ll assist with providing Risk and Compliance advice to support prudent decision making and process development, support the business to effectively assess and manage their risks, and provide advice and support to develop effective governance mechanisms.
  • You’ll help the portfolio to understand and document their risks, gain assurance through control attestation and monitoring of key risk metrics, and help the business to determine actions to take to manage risk and compliance effectively
  • You will support the delivery of programs of work to uplift and streamline the business governance processes and mechanisms within the portfolio, and drive the capability uplift to embed these processes
  • You will assist the CR Business Governance team to build strong collaborative relationships with partner businesses, change programs, Operational Risk & Compliance and Audit to identify opportunities to share and enhance operational risk and compliance practices

Who are you?

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

  • Relevant experience providing operational risk, compliance and assurance expertise
  • Experience working in a highly regulated, closely oversighted business and developing and managing excellent stakeholder relationships
  • Confidence in supporting data driven and meaningful risk management discussions with operational and senior leadership teams
  • The ability to clearly document and distil advice and guidance into practical documentation to assist understanding and consistency of execution
  • Excellent time management and organisational skills
  • Self-motivation and drive to be the best you can be, and to be a key player in a high performing team.
  • Able to solve problems by drawing on solutions from prior experience, undertaking fact based analysis and applying judgement.

What’s on offer?

As a 4.3 Expert, you’ll be part of a dynamic Business Governance team and a wider cross-functional Portfolio Performance team, where there will be opportunities to grow and broaden your skillset and develop your management and leadership toolkit.

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

This is a permanent opportunity based in Melbourne.

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

As recruitment continues in the current environment, it is important that we do not risk the delivery of the critical operations. To support this, the impact of internal movements must be carefully considered. Please see the COVID-19 talent mobility principles here, and should you wish to apply for this role, please ensure you have discussed this with your current People Leader.

This role is open to ANZ Employees only.

Further general information on our NWOW opportunities and selection approach is available on Max and www.anz.com/careers

Melbourne, VIC

Government, Defence & Emergency




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