Customer Compliance Lead

2 days ago

Richmond, Australia Australia Post Full time

**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**

Reporting to the Senor Portfolio Manager, as **Customer Compliance Lead** you will coordinate and manage the delivery of changes driven by customers within the Banking & Post Bill Pay portfolio.

Through balancing customer engagement with business growth objectives, this role will play a critical part in strengthening customer relationships, driving innovation, and ensuring sustainable success.

**What you’ll deliver with us**

You will oversee the entire change delivery process, from internal administration to ensure changes move smoothly through the pipeline, to collaborating with producers and the delivery team in Enterprise Services.

**You’ll also**
- Deliver changes as required by key customers and ensuring effective communication back to them.
- Conduct testing and requirements sessions to ensure all changes meet the necessary standards.
- Act as the project manager for change, with end-to-end accountability to ensure changes are delivered through AP Stakeholders and serve as a conduit between financial institutions and internal teams.
- Manage multiple changes simultaneously, with an average of 17 changes per quarter across various banking and financial products.

**About you**

You’re someone who knows how to drive progress—especially when it comes to managing change and keeping projects moving forward. With experience in government or banking, you’re confident working with a wide range of internal and external stakeholders. You understand how to bring people together, align priorities, and make things happen across teams. Most importantly, you’re reliable—when something’s committed to, you make sure it gets delivered.

**You’ll also need**
- Knowledge and experience with managing customer contracts, ensuring compliance with terms and conditions, and resolving issues related to contract execution.
- Awareness of emerging trends in the industry, such as sustainability, artificial intelligence, or customer personalisation, and how these influence customer expectations.
- An understanding of customer behaviour and preferences within the industry to anticipate needs and enhance engagement.

**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.
- Immerse yourself in the AP Way - where every single team member partakes in a learning module to help understand the vital role we play in delivering on our strategy and purpose.

**We’re delivering together**

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

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