Complaints Oversight Analyst

**Req ID**: 93816
**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 analyst collaborates to develop, implement and embed robust and sustainable controls/treatments to adequately manage Customer Resolutions operational risk. The business well-managed activities include management and delivery of risk treatments, designing controls, control attestation, asset management, vendor governance, etc.
As a complaints oversight analyst, you will be responsible to work closely with the lead to ensure the:
Delivery of key priorities against plan and oversight of well managed activities across the business to ensure any potential compliance gaps and risks are proactively managed.
Develop and implement robust and sustainable well managed solutions such as operational processes to ensure adherence to policy, process, and frameworks.
**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.
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.
Ensure that CR employees and leadership team are trained on governance policies and practices.
Promote a culture of compliance and good risk management throughout the department.
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
Action Divisional oversight activities across the complaints end to end ecosystem to ensure ANZ is meeting regulatory requirements
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.
**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.
A team player - You know we only win if we all win. You recognise and value the different perspectives and skills your colleagues bring. It is not about being a hero but jumping in and contributing to the successful delivery of the team’s mission
Committed to your own growth - You strive to stretch and grow yourself by identifying your own development areas, seeking feedback and providing feedback to others to help them learn and grow everyday.
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)