Senior Manager - Remediation

Location
New South Wales, Sydney
Salary
AU$160000 - AU$170000 per annum + super
Posted
15 Aug 2019
Closes
15 Sep 2019
Ref
GC/09584
Contact
Simonn Lourens
Job role
Audit
Contract type
Permanent
Hours
Full time

The role is responsible for:

  • Managing the Group-wide Customer Remediation Governance and Oversight activities for Operational Risk
  • Reporting key metrics and insights by Divisional Business Units on a quarterly basis to key Governance Forums
  • Developing and embedding procedural guidance that uplifts the consistency and timeliness of Customer Remediation activities across the Group.

Work collaboratively to:

  • Monitor and understand the Group remediation status by running regular working groups with 1st Line remediation teams.
  • Develop and embed metrics, trend analysis, insights and early warning indicators that are utilised across the Group.
  • Deliver timely quarterly reports to Group RiskCo, BRCC, and support all Divisional RiskCo's with their reports.

Contribute to JUNO enhancements that:

  • Support a single view of Customer Remediation
  • Support and integrate incident management processes with customer remediation.
  • Support 1st Line Remediation teams with managing their remediation.
  • Support effective business and compliance oversight
  • Improve Customer Remediation outcomes for the Group by providing action oriented reports.

Key Accountabilities

Strategy, Key Challenges and Influences:

  • Contribute proactively and constructively to Group and Divisional Customer Remediation forums, influencing the approach by presenting key metrics and insights.
  • Capture the complexity of the remediation activities, including key challenges, trends, bottlenecks and overall remediation performance, into a digestible thematic for Group Executives and General Managers.
  • Create emerging views and metrics that drive timely outcomes for the Customer.
  • Support the Executive Manager, Customer Remediation Governance to embed an integrated approach to Customer Remediation across the Group

Internal Stakeholder Management and Communication:

  • Develop strong relationships with business partners to ensure awareness, alignment and a forward-looking approach to Customer Remediation and governance.
  • Partner with Remediation teams, Dispute Resolution, Collections, Complaints, Customer Advocacy and Corporate Affairs sharing insights on the remediation that drives alignment and optimisation of remediation efforts.
  • Be effective and proactive in spotting and identifying and shaping gaps and issues in Customer Remediation across the Group.
  • Build effective relationships with other functions, such as Legal, Compliance, Risk, Group Tax and other functions with significant remediation interactions.

External Stakeholder Management and Communication:

Establish and maintain relationships and partnerships, including with external experts on Customer Remediation.

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