Risk and Compliance Lead

**Help us deliver a better tomorrow**
Australia Post is delivering for all Australians. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.

**About the opportunity**

As the **Risk & Compliance Lead,** you will play a crucial role in ensuring the effectiveness of operational risk management and compliance within the Customer Success team across all areas of the Contact Centre, working with varying stakeholders to develop and embed risk initiatives and uplift risk culture.

Reporting to the Senior Manager, Operational Risk & Compliance in this newly created position, you will actively ensure the Contact Centre operates in a compliant, ethical and customer focused manner by balancing operational efficiency with legal and regulatory obligations. You will also have the opportunity to play a part in critical transformation and strategic change initiatives across Customer Success.
- This role is open to Melbourne and Brisbane._

**What you’ll deliver with us**

You will be responsible for conducting comprehensive risk assessments, designing operationally effective control programs and supporting the implementation and monitoring of compliance and control initiatives within the Customer Success team across all areas of the Contact Centre. This includes:

- Policy and Program Delivery: Support the development and implementation of relevant policies and risk programs to support governance and frameworks appropriate for the Contact Centre environment.
- Risk Assessments: Identify, assess, and document operational and compliance risks for areas across the Contact Centre.
- Compliance and Controls: Ensure adherence to regulatory requirements and internal policies through control testing and monitoring.
- Issues and Incidents: Investigate breaches, monitor resolution of issues, and support continuous improvement.
- Assurance Activities: Provide risk and compliance reporting, support audits, and assist with regulatory change implementation as required.
- Promote Risk Culture: Engage effectively with internal teams and promote a strong risk and compliance culture through training and guidance and ensure staff understanding of compliance obligations and risk management.

**About you**

We are looking for someone skilled at identifying risks, driving process improvements, and developing clear, concise documentation in supporting the development of governance and frameworks appropriate for the Contact Centre environment.

You are a strong communicator, able to deliver succinct and easy to understand written and verbal communication. You will have a deep understanding of controls and risk, ideally with an audit, risk or regulatory background with Contact Centre experience preferred, not essential.

**You’ll also need**
- Proven experience in risk, governance, and compliance management, preferably in a Contact Centre or similar environment.
- Worked within complex changing environments with multiple stakeholders to deliver commercial outcomes.
- Ability to manage competing priorities while ensuring timely issue escalation and resolution.
- Strong analytical skills with the ability to identify and address potential risks and compliance issues.
- A proactive all-rounder who can challenge the status quo and drive meaningful change.
- Strong judgment in progressing initiatives while effectively managing risk.
- Ability to prepare and present reports and recommendations to senior management and staff at all levels.

**How we’ll deliver for you**
- Join one of the most culturally and linguistically diverse workforces in Australia, where we’re all ages, genders and come from all walks of life.
- We deliver on our values of Trust, Inclusivity, Empowerment and Safety every day. They’re the TIES that bind our team together.
- We offer a great range of benefits, including a competitive salary, a focus on work-life balance, career development opportunities, and exclusive discounts through our Post Perks program.

**We’re delivering together**

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees.