Senior Manager - Remediation

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.