Head of Governance, Insights and Improvements

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking.

For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

**Help people create their tomorrow, while you create yours**

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

**How you’ll make an impact**

The core purpose of the Head of Governance, Insights and Improvements is to ensure that complaints and incidents are appropriately, effectively and efficiently addressed and that insights are used to improve processes and controls within the Platforms business. The role is also responsible for ensuring there is appropriate governance in place to support vendor and data management and to conduct adviser due diligence and monitoring.

**Main focus areas will include but not limited to**

This role will focus on working with the Platforms business to ensure there is appropriate governance in place to support vendor relationships and relevant regulatory obligations, govern key Platforms data and to improve controls and processes to ultimately reduce complaints and incidents. Specifically:

- Drive continuous improvement in the management of complaints and ensure customer centred outcomes are delivered and regulatory requirements are met.
- Drive continuous improvement in customer outcomes and operational efficiency through effective management of incidents and breaches, analysis and insights.
- Uplift vendor governance and data governance across the Platforms business including training, defining roles and responsibilities, ensuring regulatory requirements are understood and met and driving ownership and accountability across the Platforms business
- Ensure appropriate levels of adviser due diligence and monitoring are in place to support continued growth and sustainability of the Platforms business and to support regulatory requirements

**What you will bring to the role**:

- Previous 10+ years experience in relevant professional role and working across a fast paced, customer/client service orientated team environment and/or financial service industry and driving a collaborative, high performance culture
- Strong understanding and experience of wealth management and financial planning processes
- Strong understanding of the regulatory and compliance regime for financial services
- Experience in governance and process improvement
- Relevant industry/tertiary qualifications
- Applies an advanced understanding of a specialised discipline and/or intermediate understanding of other disciplines.
- Applies strong understanding of own Sub‐Division and Division and how these fit within the Group and its competitive environment.
- Contributes to new products, processes, standards or business plans in support of BU/Group strategy, with some impact on results for a division.
- Manages teams through intermediate to advanced leadership capabilities and technical capability within most areas of a line of business/function within a BU.
- Analyses difficult to complex problems and issues; and significantly improves or modifies existing methods and processes.
- Problems and issues tend to be varied, and requires in‐depth evaluation of multiple factors.
- Ability to work collaboratively with complex clients and potential prospects, projects, accounts, relationships

**You’ll thrive here if **

If you can adapt from BAU to the ambiguous with ease, you’ll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you’ll be expected to jump in and deliver across a variety of areas. Meaning, you’ll be closer to the action and executive decisions that influence where we go next.

If you’re someone that can hold their own, you’ll find AMP quite liberating.

**Why we think you’ll love working at AMP**

Doing what we’ve always done is not an option, so your clever ideas will get airtime here. You’ll be encouraged to speak up and try new things. If they don’t work, we move on - better for it.

We know there’s no one way of doing things. So, you won’t have to sacrifice who you are or how you work to fit in here. We’re inclusive and flexible in many of the ways you’d expect. And in some of the ways you wouldn’t. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go