Sm Operational Risk and Compliance

**Help us deliver like never before**
Australia Post is delivering like never before. 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**

We are seeking a **Senior Manager Operational Risk and Compliance** to join our Customer Success team. Reporting to Head of Operational Excellence, you will play a critical role in ensuing our contact centre operates in a compliant, ethical and customer focused manner, balancing efficiency with legal and regulatory obligations.

In this newly created position, you will manage and audit systems and processes to ensure adherences to relevant laws, regulations and internal policies while supporting a customer-centric and ethical operating environment. You will also oversee reporting and remediation breaches, manage compensation claims and ensure compliance with health and safety standards.

**What you’ll deliver with us**
- Risk and Compliance Audits: Perform regular audits on system access and user accuracy, escalating and remediating non-compliance.
- Governance Reporting: Prepare detailed reports on governance, breaches, and control effectiveness for executive leadership and regulatory bodies.
- Incident Management: Lead the investigation and resolution of privacy breaches, compensation claims, and other compliance incidents.
- Regulatory Adherence: Ensure compliance with Australian Consumer Law (ACL), the Telecommunications Act, and other relevant legislation.
- Continuous Improvement: Identify opportunities to enhance processes and systems, ensuring compliance with evolving regulatory requirements.

**About you**

You are ready to embrace an exciting new challenge with an exceptional team, bringing your proven experience in risk, governance, and compliance management, ideally within a Contact Centre or similar environment. You will have experience working in complex, evolving environments with multiple stakeholders to achieve commercial outcomes and strong knowledge of practical implementation of widely used risk and compliance management frameworks.

**You’ll also need**
- In-depth knowledge of Privacy Act, Australian Consumer Law, the Telecommunications Act, consumer protection and fair trading, complaints and dispute resolution
- Previous experience in developing a Governance, Risk and Compliance Framework
- Demonstrated experience in navigating the regulatory landscape, staying current with changes, and managing their impact on operations
- Strong stakeholder management skills and ability to collaborative effectively with all levels of the organisation
- Strong analytical, problem-solving, and communication skills
- Ability to prepare and present comprehensive reports and recommendations to senior and executive management, and to 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.
- 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.