Senior Manager Remediation

BOQ Group; Sydney; Hybrid; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Flexible working arrangement

Salary packaging options

Paid parental leave

Extra annual leave

Private health insurance

EAP

Employee networks

Pride in Diversity

Diversity & inclusion programs

Job summary

BOQ Group is seeking a Senior Manager, Remediation to lead a specialised team within customer remediation, ensuring governance and delivery of programs across the organisation. You will manage activities from identification through to customer compensation and closure, aligned with regulatory obligations and standards.

You will work with senior stakeholders across Product, Risk, Compliance, Legal and Operations to provide strategic direction, manage portfolio performance, oversee risks, and

Qualifications

• Senior leadership experience in banking/financial services remediation or regulatory delivery.
• Strong understanding of customer remediation requirements and conduct risk principles.
• Proven ability to operate in complex, highly regulated environments and deliver governance.
• Excellent stakeholder management and communication to influence senior stakeholders.

Responsibilities

• Lead a specialised remediation team and govern remediation programs from identification to closure.
• Oversee portfolio performance, risks and issues; provide high-quality insights and reporting for executives.
• Ensure programs meet regulatory obligations and organisational standards.
• Drive fair customer outcomes and embed a culture of accountability and continuous improvement.
• Develop team capability and foster a high-performing, customer-focused environment.

Skills

Leadership

Remediation

Banking & FS

Regulatory delivery

Stakeholder management

Governance

Risk management

Strategic thinking

Team development

Tools

Power BI

Job description

In this 15-month contract role as the Senior Manager, Remediation, you will lead a specialised team within the customer remediation function, ensuring the effective governance, oversight and delivery of remediation programs across the organisation. You will be responsible for managing remediation activities from identification and assessment through to customer compensation and closure, ensuring they are delivered in line with regulatory obligations, governance frameworks and organisational standards.

Working closely with senior stakeholders across Product, Risk, Compliance, Legal and Operations, you will provide strategic direction, manage portfolio performance, oversee risks and issues, and deliver high-quality insights and reporting to support executive decision-making.

You will play a key role in driving fair and consistent customer outcomes, improving remediation practices, and embedding a strong culture of accountability, governance and continuous improvement.

As a people leader, you will also focus on developing team capability and fostering a high-performing, customer-focused environment.

About You

You are an experienced leader with a strong background in banking and financial services and a proven track record in customer remediation, risk, governance or regulatory delivery roles. You bring a deep understanding of customer remediation requirements, conduct risk principles and regulatory expectations, along with experience operating in complex and highly regulated environments.

You have demonstrated success leading teams and managing multiple priorities, balancing customer outcomes, regulatory obligations and business objectives. Your ability to build trusted relationships, influence senior stakeholders and communicate complex information clearly enables you to drive successful outcomes across diverse stakeholder groups.

You are strategic, commercially minded and solutions-focused, with strong judgement, a commitment to continuous improvement and a passion for delivering fair outcomes for customers

About us

BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.

Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.

BOQ Group’s inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.

Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:

Flexible working arrangement - Balance your work and personal life with ease.

Discounted financial products - Enjoy exclusive rates on our financial services across the Group.

Salary sacrificing options - Maximise your take-home pay with our salary packaging options.

Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.

Purchase additional annual leave - Need more time off? You can buy extra leave days.

Discounted private health insurance plan - Take care of your health with our special rates.

Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family

Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.

Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.

We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community!

BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.

If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.