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Department: AR Customer Resolution & Remediation Executive Off

Division: Australia Retail

Location: Melbourne

About the Role

Role Location: Melbourne or Sydney
Role Type: Permanent, Full-time

The Retail Non-Financial Risk team is ANZ’s central hub for managing risk, ensuring compliance, and protecting customers across retail and commercial banking. It brings together four specialised teams – Retail Non-Financial Risk, Customer Remediation & NFR Operations, Customer Complaints & Events Management, and ASIC Matters – each with a distinct focus but united by a shared goal: to create a safer, more transparent, and well-managed business risk and controls environment.

The team acts as both a safeguard and a strategic partner. It not only monitors and strengthens controls but also works closely with frontline teams to embed a culture of accountability and care. Whether it’s resolving customer issues, handling complaints or delivering on regulatory commitments, the team plays a critical role in ensuring ANZ operates responsibly and with integrity.

Reporting to the Head of NFR Advisory & Controls, the role has accountability for providing assurance support for KYC, Customer Lifecycle Management and Governance & reporting teams comprising approximately 14 team members. This role is accountable for leading financial crime assurance across the Retail Division, with a focus on uplifting risk management practices, embedding robust controls, and ensuring regulatory obligations are met. It requires strong leadership of a team of specialists, deep domain expertise, and the ability to drive strategic alignment across the customer lifecycle, assurance, and governance activities.

Your key accountabilities in this role will include:

- Senior support in uplifting financial crime management across the Division, ensuring regulatory obligations and control standards are met.

- Leadership and oversight of the Retail Financial Crime CoE Line 1 Assurance Team.

- Coordination and alignment with portfolio-level assurance teams to ensure consistency in assurance activities.

- Integration of financial crime risk visibility, controls, and best practice across the value chain.

- Delivery of risk management and regulatory advice to the Retail business.

- Strategic collaboration with the Retail business and Line 2 to uplift risk management practices.

- Delivery of financial crime capability uplift across the Retail division.

- Contribution to strategic initiatives that optimise financial crime risk in line with business objectives.

About You

To grow and be successful in this role, you’ll ideally bring the following:

- Deep financial crime domain expertise and proven people leadership experience within banking.

- Experienced in assessing the financial crime risk and control environment end-to-end across both enterprise and divisional levels.

- Demonstrated capability to identify, develop and implement strategies that improve financial crime controls, operational risk, governance and assurance.

- Strong understanding of non-financial risk management requirements and frameworks, with the ability to respond to challenges in operational risk, governance, assurance, and regulatory expectations.

- Proven ability to drive change and influence stakeholders effectively.

- Highly capable people leader with a track record of building high-performing and engaged teams.

- Senior stakeholder engagement capability, particularly in leading cross-functional collaboration to drive consistency and alignment.

- Skilled in solving problems involving diverse stakeholders, creating shared clarity, maintaining results focus, and balancing risk with customer outcomes.

- Understanding of change management approaches for delivering complex change into business environments.

Abut ANZ

ANZ is a great place to be a leader. As a Purpose-led bank, we’ve committed to delivering commercial and societal outcomes across environmental sustainability, financial wellbeing and housing affordability. We deliver these sustainability commitments with our customers, in our business and across the communities where we operate.

We ask our leaders to role model our behaviours so all our people can Create Opportunities, Deliver What matters and Succeed Together.

We recognise the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. If you are a candidate with a disability, let us know how we can provide you with additional support.

Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.

We work flexibly at ANZ. Talk to us about how this role can be flexible for you.

Please refer to this link to read about recruitment and mobility principles between Suncorp Bank and ANZ.

Job Posting End Date

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