Customer Engagement Business Assurance and Controls Lead

**Req ID**: 88659
**Department**: AR Controls Office
**Division**: Australia Retail
**Location**: Melbourne
About Us
At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
As the Customer Engagement Business Assurance and Controls Lead within the AR Controls Office, you are responsible for monitoring the risk and controls environment across Customer Engagement and where relevant broader Retail division.
**This includes**:
Supporting the Australian Retail Head of Controls to drive consistency, remove duplication and uplift risk capability and effectiveness across the Controls Office and in the risk management practices of the Retail Division
Providing leadership and oversight of the activities of the Customer Engagement portfolio
Ensuring coordination of, and alignment with, Customer Engagement activities of the Portfolio-aligned team
Embedding visibility of the risks and controls and best practice across the value chain, in line with CPS230 and including Customer Engagement owned Critical Operations
Providing risk management and regulatory support and advice to the business
Fostering strong collaboration and connection with the Business and with Line 2 to drive better risk management practices
Driving a balanced capacity and load across the portfolio as required
**Role Type**: Permanent, Full-Time
**Role Location**: 833 Collins Street, Docklands VIC 3008
**Work Hours**: Standard Hours
What will your day look like?
**This role is accountable for**:
Business Risk Assessments and Control Environment
Provide risk management support over Risk Management activities, liaising with the Customer Engagement dedicated team as needed to ensure consistency in risk management processes
Identify opportunities to uplift, optimise and automate the control environment
Risk Forums
Oversees the collation and drafting of applicable Board and senior management reporting into a range of Board and Forum papers
Acts as primary contact on forum content and the NFR framework for senior leaders to help manage risk across the business
Provides Assurance input and support for Product owners as part of the product review paper preparation for APC
Compliance Management
Leads the provision of compliance support across the BUs to a range of stakeholders to ensure continued adherence to compliance requirements and obligations, including development of controls as needed to manage obligations
Supports completion of Compliance plans, attestation etc to manage obligations in line with NFR Framework
Assurance
Completion of deep dives through events root cause analysis, assurance activities and thematic reviews/analysis
Regulatory and Business Change Support / Advice
Ensures that the business has given adequate consideration around risks, obligations and controls impacted/introduced by business initiative or regulatory and strategic change
Provide guidance on regulatory change activity and other business change to the Business in order to meet compliance obligations
Provides support on completion of prudential attestations to meet regulatory requirements
Oversees coordination of responses to regulatory requests for information from sources across the business and submits to Line 2and Legal
Internal Audit Support
Provides coordination and management of scheduled internal audits, including responding to IA data requests
Risk Data and Reporting
Leads the collaboration and connection with other relevant teams in the Controls Office and across the business to respond to reporting needs for NFR hub and NFR Framework reporting requirements
Responds to reporting and data requests for the Business
Ensures the completeness, quality and integrity of risk data in NFR Hub
Capability Management
Leads the program of training and capability uplift across the Customer Engagement dedicated teams
Supports the implementation of the NFR uplift program involving the transformation of the operating model and control proposition through automation and simplification and driving risk culture uplift
Creates and maintains simple, effective processes and enhanced capability in order to conduct key NFR processes
Leads, owns and develops the growth and usage of risk platforms and tools within the Customer Engagement dedicated teams and across the Controls Office to help identify and manage operational risk in more proactive, agile ways
Oversees demand management for the team to ensure that the right work is prioritised and staffed appropriately to meet business expectations
Overall Service Delivery and Team Management
Leads and fosters strong collaboration and connection with stakeholders in Line 2 and across the organisation to strengthen risk awareness and responses
Sets the direction, objectives and minimum standards for the team and oversees performance against these
Builds a high performing, engaging team environment that looks to foster