Senior Manager, Remediation Analytics & Governance

About the role

This is a highly influential leadership opportunity sitting at the intersection of customer remediation, data, governance and regulatory compliance. As Senior Manager - Remediation Analytics & Governance, you will lead the Data Analytics team supporting the Customer Remediation, Product Governance and Quality function, delivering enterprise reporting, dashboards, customer insights, trend analysis and early warning risk indicators that help us make informed decisions and achieve better outcomes for our customers.

You will be required to continue to strengthen BOQ Group’s Customer Remediation Policy, Standard and supporting governance framework to ensure our approach remains consistent, sustainable and aligned with regulatory expectations at an enterprise level. Working closely with leaders across Risk, Compliance, Regulatory Affairs, Customer Relations, Legal and the broader business, you will provide thoughtful oversight and constructive challenge across centrally managed and business-led remediation programs.

Your role will report to the Head of Customer Remediation, Product Governance & Quality providing governance support associated to sustainable compliance and customer outcomes specific to customer remediation.

What makes this opportunity particularly exciting is its reach. You will be close enough to the work to understand the detail, while having the visibility and influence to shape customer remediation practices across the enterprise. It is meaningful work with real customer impact, supported by a people-centred environment where care, accountability, thoughtful challenge and clear decision-making work together.

About you

You are an experienced leader who brings strong knowledge of banking, financial services, customer remediation, conduct risk, compliance, governance or regulatory programs.

You understand ASIC RG277 and RG274, the Three Lines of Defence model, risk appetite frameworks, controls and enterprise risk governance, and you know how to translate these requirements into practical frameworks that people can understand and apply.

You are equally comfortable working with data and people. You bring sound judgement, curiosity and the confidence to challenge constructively, always keeping customer outcomes and sustainable compliance in sight.

You will have demonstrated experience developing and embedding enterprise policies, standards, governance frameworks and reporting, along with people leadership capability to bring multidisciplinary teams together around shared outcomes. Experience engaging with external legal advisers or regulatory bodies will be highly regarded, as will qualifications in business, law, risk, data analytics or a related discipline.

Most importantly, you are looking for more than a role where you simply maintain what already exists - you want the opportunity to improve how things work, influence decisions across a whole bank and grow through meaningful contribution. At BOQ Group, you will be trusted to stay close to the work, think beyond functional boundaries and help create better, more sustainable outcomes for our customers.

Bring your expertise. Shape better customer outcomes. Build what’s next with BOQ Group.

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.