Remediation Manager

About the Role

Are you passionate about delivering fair and positive customer outcomes? We're looking for a Remediation Manager, to lead the end-to-end delivery of customer remediation programs across BOQ Group. In this highly visible role, you'll be responsible for guiding remediation initiatives from identification and assessment through to customer payments, regulatory closure and embedding lessons learned.

Working across a broad range of stakeholders, you'll partner with teams including Risk, Compliance, Legal, Operations, Technology, Data & Analytics and Product to design and deliver remediation solutions that meet regulatory expectations while putting customers first. You'll play a key role in assessing customer impacts, developing remediation strategies, overseeing governance and reporting, and ensuring programs are delivered efficiently, accurately and sustainably.

This role offers the opportunity to influence business decisions, drive continuous improvement and contribute to strengthening BOQ's remediation capability, frameworks and customer outcomes.

About You

You're an experienced remediation, risk or compliance professional with a strong track record of leading complex customer-focused initiatives within financial services. You enjoy solving problems, navigating ambiguity and bringing people together to achieve successful outcomes.

You'll bring a strong understanding of remediation frameworks, governance requirements and regulatory obligations, combined with the ability to analyse customer impacts and make sound, evidence-based decisions. You are highly organised, comfortable managing competing priorities and skilled at influencing stakeholders at all levels.

To be successful in this role, you'll ideally offer:

• Experience leading customer remediation programs, regulatory change initiatives, risk, compliance or operational improvement activities.
• Strong knowledge of remediation methodologies, governance frameworks and regulatory requirements.
• Proven ability to work across diverse stakeholder groups and influence outcomes in complex environments.
• Excellent problem-solving, communication and decision-making skills.
• Strong analytical capability with experience assessing customer impacts and interpreting data.
• A customer-first mindset with a genuine commitment to fairness, quality outcomes and continuous improvement.
• The ability to lead through influence, challenge constructively and drive accountability across teams.

If you're looking for an opportunity to make a meaningful impact on customer outcomes while working in a collaborative and purpose-driven environment, we'd love to hear from you.

About us

BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.

Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.

BOQ Group’s inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

Our perks

At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.

Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:

• Flexible working arrangement - Balance your work and personal life with ease.

• Discounted financial products - Enjoy exclusive rates on our financial services across the Group.

• Salary sacrificing options - Maximise your take-home pay with our salary packaging options.

• Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.

• Purchase additional annual leave - Need more time off? You can buy extra leave days.

• Discounted private health insurance plan - Take care of your health with our special rates.

• Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family

• Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.

• Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.

We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community!

How to apply

To apply for this role, follow the links.

BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.

If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Please no agency applications.