Complaints Oversight

**Req ID**: 93813
**Department**: AR Customer Resolution Complaints Resolution
**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
The Complaints Oversight and Well Managed Team Lead will be responsible for leading a team of governance and well managed team members to ensure that Customer Resolution processes and procedures are followed and ensuring the business maintains compliance and manages its risk.
The mandate for the role is to develop, implement and embed robust and sustainable controls/treatments to adequately manage Customer Resolutions operational risks to ensure we deliver our promises to our customers and meet the expectation of the regulators and the community. The CR well-managed activities include management of risk profile and control attestation, audit and risk treatment management, asset management, vendor governance etc including maintaining complaints ecosystem oversight
**Role Location**: Melbourne
**Role Type**: Permanent, Full time
What will your day look like?
**This role is accountable for**:
Provide guidance on governance-related matters to leadership and employees, promoting a culture of compliance and good risk management.
Recommend improvements to the Customer Resolutions internal control systems.
Developing and implementing robust and sustainable well managed solutions such as operational processes to ensure adherence to policy, process, and frameworks.
Leading and supporting other team members with their growth opportunities and delivering priorities.
Ensure that CR employees and leadership team are trained on governance policies and practices.
Assess and report on risks (financial, operational, compliance) and recommend actions to mitigate those risks.
Monitor the CR’s governance framework to ensure it remains effective and efficient, making improvements as necessary to address emerging challenges and risks
Providing monitoring and oversight of the complaints eco system end to end to ensure ANZ meets regulatory obligations
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
**Experience**: Typically requires experience in governance, risk management, or compliance, often within a leadership role.
**Strong Analytical Skills**: Ability to assess risks and governance structures, make and implement uplift recommendations.
**Communication Skills**: Proficiency in preparing reports, delivering presentations, and engaging stakeholders at all levels.
**Attention to Detail**: identifying potential areas of risk/compliance and ensuring accurate reporting and compliance.
**Management reports**: lead and run key risk forums within the business.
A problem solver - Energised by tackling complex problems. Has the ability to manage plans with incomplete information and the drive to find ways to address gaps and make mature assumptions to move work forward.
Proactive by taking action and being resilient in addressing issues to ensure deadlines are met.
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So why join us?
From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
Job Posting End Date
23/05/2025, 11.59pm, (Melbourne Australia)