Remediation Manager

1 week ago

Brisbane, Australia Bank of Queensland Full time

**About the Role**
The Remediation Manager will act as the Manager accountable for timely and successful delivery of remediation items across BOQ Group. This role includes engaging with key stakeholders across the Bank to drive the management and execution of remediation activity.

By working closely with SMEs, this role will drive the coordination of tasks, end to end management of directly owned remediation items as well as provide business owners with supervision and guidance on remediation activities not directly managed

Key Accountabilities include:

- Execute on BOQ Group’s Remediation Framework
- Prioritise the timely delivery of remediation incidents.
- Manages and participates in the completion of triage” assessment within 30 days assigned to Customer Remediation and move items out of “triage” within 6 months.
- Ongoing reporting and monitoring of all BOQ Group customer remediation issues through a centralised remediation register that interface with BOQ Group’s Risk Incident and Issues platform.
- Ongoing improvement of customer remediation against customer experience and brand
- Maintain a strong documentation process for audit purposes
- Provide support on submitting Regulator notifications.
- Provide Business Owners with supervision and guidance.
- End to end management of directly managed remediation activities. This includes obtaining all data information.
- Check all data population parameters and remediation calculations completed within the Remediate component.
- Collaborate with SMEs, Group Risk, Legal and Compliance, Operations, and IT to prioritise remediation activities.
- Complete current state vs future state analysis, data population analytics, business rules, remediation specification document and other artefacts for the remediation activity.

**About you**
To be successful in this role you will possess the following skills and experience:

- A business or finance degree (strongly desirable)
- Contribution to large scale transformation programs
- Experience in presenting at all levels of the organisation
- Minimum of 3 to 5 years’ experience in a similar role & more than 5 years banking and financial services experience
- Experience in overseeing customer remediation initiatives is desirable
- Experience in customer and/or portfolio management and possess a high level of numeracy to manage customer data analytics is desirable
- Experience in process mapping, process improvement and demonstration of continuous improvement approach to previous roles
- Strong written and verbal communication skills including building relationships and interacting with key stakeholders.
- Demonstrated end-to-end development and delivery of successful customer initiatives including the business case development and execution of initiatives.
- High level attention to detail and the ability to prioritise
- Strong commercial acumen, influencing skills and stakeholder management to drive business outcomes
- Understand the regulatory environment and liaise with the Risk, Compliance and Legal teams to ensure the business meets legal and compliance requirements
- Work closely with customer experience team and partner to ensure products and services meet the required levels
- Passionate about the delivery of customer quality to support all key stakeholders.
- Challenging, forward thinking and influential when dealing with the customer quality team and key stakeholders.
- Highly organised and passionate about working at pace whilst managing competing priorities and complex processes

**About Us**
BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ’s Inclusion 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 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.

**Our Benefits**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- BUPA Corporate Plan
- Employee Assistance Program (EAP)
- A ‘zero tolerance’ to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
- Accessible wor

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