Remediation Team Lead — High-Impact Casework (Hybrid)

Optus; Sydney; Híbrido; AUD 140 000 - 180 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Monthly $80 credit

25% off Optus products

Flexible working arrangements (3 days‑

Resumo da oferta

Optus is seeking a Remediation Team Leader to head a specialist group responsible for resolving the most complex, high-risk customer issues. The role demands strong remediation expertise, governance capability, and leadership for decisions affecting customer outcomes and regulatory exposure.

The position is a 12-month fixed-term opportunity with flexible office/remote work arrangements, and a focus on executive complaints, privacy incidents, and high-stakes disputes.

Qualificações

• Proven experience leading teams in a remediation environment with outcomes responsibility.
• Strong track record managing high-risk, high-impact remediation cases with regulatory implications.
• Ability to govern decisions across remediation, dispute resolution, and customer advocacy in a regulated setting.
• Experience overseeing vulnerable customer cases and ensuring appropriate remediation outcomes.

Responsabilidades

• Take full ownership of high-risk, high-impact customer issues, including executive complaints and privacy incidents.
• Lead a team of remediation specialists, ensuring triage, prioritisation and timely resolutions within SLAs.
• Manage executive-level complaints, balancing urgency, customer harm risk and regulatory exposure.
• Provide clear, high-quality recommendations and remediation outcomes to senior leaders on complex matters.
• Ensure adherence to internal standards and regulatory requirements in non-standard scenarios.

Conhecimentos

Team leadership

Remediation expertise

Stakeholder management

Regulatory awareness

Descrição da oferta de emprego

Optus is seeking a Remediation Team Leader to head a specialist group responsible for resolving the most complex, high-risk customer issues. The role demands strong remediation expertise, governance capability, and leadership for decisions affecting customer outcomes and regulatory exposure.

The position is a 12-month fixed-term opportunity with flexible office/remote work arrangements, and a focus on executive complaints, privacy incidents, and high-stakes disputes.