Operational Controls Lead Retail

1 week ago

Melbourne, Victoria, Australia Engie Full time

At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.

**Join us and be part of the adventure of the century**

**At ENGIE, great adventures always start with a simple "hello" and the desire to take action for tomorrow.**

If, like us, you strongly believe the energy transition holds opportunities for you and for everyone, then look no further, you belong with us

We, the 98,000 people who work for the Group, are present on every continent. Driven by our industrial culture, we rely on our unique integrated model to accelerate growth in renewable energies, develop a portfolio of flexible assets, operate infrastructure to transport gas and electricity, and deploy decentralized infrastructure to support and accelerate decarbonization among our customers.

Become a "Transition Maker", join the Group to experience fulfilling opportunities and build a career that suits you.

**The Role**

As the Operational Controls Lead, you'll play a critical role in safeguarding the operational integrity of ENGIE Retail ANZ and our partner contact centres. These centres are the frontline of our customer experience—handling everything from sales and service to credit and payment-related interactions.

In this role, you'll be responsible for identifying, documenting, and evaluating operational controls across Customer Operations, CX, and Growth. You'll work closely with key business stakeholders to ensure residual risks are clearly understood and managed. Your work will support the continuous improvement and testing of controls, ensuring our operations remain efficient, compliant, and aligned with regulatory and internal standards—forming a vital part of our first line of risk management.

**About You**

You're a detail-oriented professional with a strong understanding of operational risk and control frameworks. You thrive in dynamic environments and are confident engaging with stakeholders across all levels of the business.
- Experience in contact centre operations, risk management, or a related field.
- Proven ability to document and standardise line 1 organisational controls.
- Familiarity with contact centre systems, including CRM platforms such as Salesforce and Genesys.
- Experience working with offshore contact centre environments.
- Knowledge of control frameworks such as ISO 27001 and ISO 9001.
- Strong documentation, analytical, and stakeholder engagement skills.

**Location**
- Based at our office in Southbank, Melbourne
- Hybrid working arrangement with flexibility between office and remote work
- Regular presence at our ENGIE office is required for cross-functional collaboration

**Business Unit**:GBU Flexible Gen & Retail

**Division**:Global B2C Supply - Australia B2C - One Supply

**Legal Entity**:ENGIE (AUSTRALIA RETAIL)

**Professional Experience**:Skilled ( >3 experience

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