Conduct & Integrity Officer Anz & Customer Advocate

7 months ago

Sydney, Australia Rabobank Full time

Rabobank is the world’s leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients. Our commitment to our employees and clients is at the heart of everything we do.

The Conduct & Integrity Officer Australia & New Zealand & Customer Advocate is responsible for putting in place a structure which means that employees have a means to address behavioural and cultural concerns in a confidential, independent and objective way and that these concern are handled appropriately and comprehensively as outlined in Region Australia, New Zealand’s Whistleblowing Policy and Procedures.

In addition, the Conduct & Integrity Officer Australia & New Zealand and Customer Advocate exists to support Rabobank Australia’s customers, to make it easier when things go wrong, to reach fairer outcomes quicker, and to minimise the likelihood of future problems consistent with the Australian Bankers’ Association’s (ABAs) Guiding Principles of Customer Advocacy.

The Conduct & Integrity Officer Australia & New Zealand & Customer Advocate is charged with empowering employees who live the Rabobank values and behaviours via the development and enhancement of risk culture underpinned by a comprehensive whistleblowing program and enriched conduct and integrity breach management and reporting processes.

Please note, this role is not open to anyone who has held previous roles within Rabobank, or its affiliates, as a member of the Board of Directors, Executive Team, or Human Resources team.

**Top Key Responsibilities**
- CONDUCT & INTEGRITY_
- Maintain accurate and complete records relating to reportable matters, investigations, remediation and any related documentation, including confidential and secure storage of supporting evidence to demonstrate reasonable steps taken.
- Implementation of the Regional triage system for “Speak Up” matters through their role as secretary and convenor of the Regional Conduct & Integrity Committee.
- Undertaking triage of urgent matters which cannot wait for a Regional Conduct & Integrity Committee meeting to be convened. This may involve consultation with members of the Regional Conduct & Integrity Committee and/or consultation with Manager FEC Internal and Regulatory Investigations.
- Formal engagement with business functions such as Human Resources and Information Technology arising from conduct and integrity matters to reduce actual and perceived risk of retaliation and identification via actions or processes.
- Facilitation of education and training for People Leaders and employees on conduct and integrity risk management measures, including case studies and workshops to promote increased clarity of accountabilities and lessons learned.
- WHISTLEBLOWING_
- Acting as an independent formal channel for whistleblowing’ for Region Australia, New Zealand employees.
- Engagement of employees in the determination of solutions for a safe environment, coach to trust through encouragement and empowerment.
- Help enable safe upward feedback and offer coaching on integrity, behaviour and misconduct and how to deal directly with other parties. Help individuals to improve their skills and their confidence in giving voice to their concerns.
- Maintaining and updating the Whistleblowing policies and guidance procedures to ensure that legislative and corporate governance changes in Australia and New Zealand are reflected in the policy, as well as staff feedback received.
- Developing processes by which individuals can initiate a whistleblowing complaint, maintaining appropriate records of each complaint.
- Reviewing whistleblowing complaints and arranging for complaints to be investigated by an independent, external third party as required.
- Communicating outcomes and consequences to relevant parties.
- Preparing quarterly reporting for the AU and NZ Board People and Remuneration Committees on whistleblowing complaints (consistent with confidentiality obligations).
- Reporting to the Global Whistleblowing Committee on whistleblowing complaints received, how complaints were addressed and the outcomes of each case (consistent with confidentiality obligations).
- CUSTOMER ADVOCACY_
- Promoting awareness of Rabobank Australia employees and customers of the escalation process and additional options for customers (e.g. referral to Customer Advocate, AFCA and other support services).
- Engage in proactive communication with internal dispute resolution employees to promptly resolve complaints in a fair and equitable manner independent of the Rabobank Australia business.
- Acknowledge receipts of complaints received via internal escalations to Rabobank Australia customers and record escalated complaints and decisions in existing systems.
- Engagement as SME and approver as part of the Product Governance process to reduce the inherent risk of adverse customer experience and outco

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