Operational Compliance Manager

Aurora Energy Pty Ltd; City of Hobart; Hybrid; AUD 120,000 - 160,000; Full time

Job summary

Aurora Energy Pty Ltd in Hobart invites an experienced Operational Compliance Manager to lead first‑line quality and compliance across Customer Success. You will translate regulatory obligations into practical frontline processes and monitor controls to ensure compliant, customer‑centred outcomes.

As a people leader, you’ll build capability in a growing team, embed compliance into day‑to‑day decisions and partner with governance to reduce risk while supporting excellent customer service.

Qualifications

• Experience leading in a regulated customer service environment.
• Ability to translate regulatory obligations into practical frontline processes.
• Proven leadership of teams with a focus on accountability and governance.

Responsibilities

• Lead the first-line quality and compliance function across Customer Success.
• Translate regulatory obligations into practical frontline processes and controls.
• Test control effectiveness and address root causes of issues.
• Develop a high‑performing team and partner with governance to embed compliance.

Skills

Operational leadership

Regulated environment

Translate regulatory obligations

Quality assurance

Compliance monitoring

Stakeholder management

People leadership

Job description

About Us

With a focus on innovation and delivering better customer outcomes, there has never been a better time to work in the Tasmanian energy sector with Aurora Energy. Be a part of Tasmania’s energy future and make a strong contribution to the ongoing success of our business.

We work hard to create a workplace that is welcoming and flexible, while balancing the needs of our people, the business and our customers. Our ‘Better Fit’ Program offers hybrid working after a training and/or probationary period to support work-life balance.

Aurora Energy will invest in you with training and education, celebrate your successes through recognition and reward, and provide a range of employee benefits including an electricity discount, generous leave benefits, and support for your health and wellbeing.

We believe that every employee has a role to play in contributing to a positive and supportive workplace culture. Our Aurora Way values have been created by our people, for our people. As an employee, you’ll use these values every day to guide your behaviours and actions. Together we’ll continue to make Aurora Energy a great place to work.

This role sits within Customer Success, the largest Business Unit at Aurora Energy with a core focus on supporting our customers.Support takes many forms, from business improvement, reporting and analysis, workforce planning, and quality and compliance, through to direct customer interactions. Our team helps customers with their energy accounts and advice, provides hardship support, manages metering exchanges, billing, and much more.

People in this team are genuinely passionate about delivering high-quality customer service to Tasmanians and working together towards shared goals.To help our people thrive and grow their careers, we offer extensive training and upskilling opportunities, along with internal secondments and development pathways

About the Role

The Operational Compliance Manager leads the first-line quality and compliance function across Customer Success. This role ensures regulatory obligations are translated into practical frontline processes, customer interactions, quality assurance activities and operational controls.

This is an operational leadership role, not an independent audit or second-line assurance position. You will work alongside Customer Success leaders to embed compliance into day-to-day decision-making, test whether controls are operating effectively and address the root causes of compliance and quality issues.

Using quality assurance results, compliance monitoring and operational data, you will identify emerging risks, improve processes and support fair, consistent and customer-centred outcomes. You will also lead and develop a team of quality and compliance professionals, strengthening capability, accountability and continuous improvement.

Customer Success is Aurora Energy's largest business unit, supporting customers across billing, collections, hardship, metering and customer service operations. This role plays a critical part in ensuring compliance, quality and customer outcomes remain embedded across these frontline functions.

This is an opportunity to shape and mature a contemporary operational compliance function while contributing to Aurora Energy’s purpose of making energy easy for Tasmanians.

About You

You are an experienced operational leader who has worked in a regulated customer service environment. Your background may be in customer operations, customer service leadership, contact centres, quality assurance, first-line risk, operational compliance, financial services, utilities or a similarly regulated service environment.

You have practical experience translating regulatory obligations into workable processes and controls. You understand how quality assurance, compliance monitoring and operational data can be used to identify risk, address root causes and improve customer outcomes.

You are confident influencing stakeholders at all levels, building strong relationships across operational and governance teams and translating complex regulatory requirements into practical business solutions.

You are also a capable people leader who can build expertise, set clear expectations and create accountability. You work effectively with operational leaders and governance specialists, balancing compliance, customer experience and operational performance.

You will be required to satisfy a National Criminal History Police Check.

Applications close 9am Wednesday, 23 September