Remediation Team Lead: Complex Cases & Risk Governance

Optus Enterprise; Australia; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Discounts and offers

Flexible working hours

Parental leave

Wellbeing support

Diversity and inclusion networks

Counselling services

Job summary

Optus is seeking a Remediation Team Leader to guide a specialist group in resolving high-risk, high-impact customer issues, with a strong focus on risk assessment, ethical judgement, and stakeholder alignment. This 12-month fixed-term opportunity involves leading a team of remediation specialists to triage and resolve complex cases within defined SLAs.

You will own executive complaints, tribunal matters, and privacy incidents, ensuring governance across remediation activities and adherence to

Qualifications

• Proven experience leading teams in a customer remediation environment.
• Experience managing high-risk, high-impact remediation cases with regulatory implications.
• Demonstrated governance across customer advocacy, remediation and dispute resolution.

Responsibilities

• Taking full ownership of high-risk, high-impact customer issues including executive complaints and privacy incidents.
• Leading a team of remediation specialists to triage, prioritise and resolve complex cases within SLAs.
• Managing executive-level complaints balancing urgency, harm risk and regulatory exposure.
• Providing clear, high-quality remediation recommendations to senior leaders.

Skills

Remediation leadership

Stakeholder management

Regulatory understanding

Executive complaints handling

Risk assessment

Team leadership

Job description

Optus is seeking a Remediation Team Leader to guide a specialist group in resolving high-risk, high-impact customer issues, with a strong focus on risk assessment, ethical judgement, and stakeholder alignment. This 12-month fixed-term opportunity involves leading a team of remediation specialists to triage and resolve complex cases within defined SLAs.

You will own executive complaints, tribunal matters, and privacy incidents, ensuring governance across remediation activities and adherence to