Are you an experienced governance, risk, or compliance professional looking to take your next step into a high-impact, hands-on role? Our client is seeking a Complaints Oversight Manager to play a key role in uplifting operational controls, embedding governance frameworks, and ensuring risk is proactively managed across the complaints ecosystem.

Why This Opportunity Stands Out:
You'll work closely with stakeholders across the business to shape and implement fit-for-purpose control frameworks and ensure operational risks are identified, assessed, and treated. This is a great opportunity for someone who thrives in a collaborative, purpose-driven environment and is looking to influence culture, capability, and compliance outcomes.

Your Key Responsibilities:

• Support the oversight and execution of operational risk and control activities across the customer complaints function.
• Collaborate with business stakeholders and broader risk/value chain partners to uplift and embed governance practices.
• Track and report against divisional plans, ensuring that compliance gaps and emerging risks are proactively addressed.
• Design and implement sustainable, well-managed solutions that meet internal standards and regulatory expectations.
• Conduct risk assessments and develop treatment plans aligned with policy, process, and control frameworks.
• Guide business leaders on governance requirements, control design, and compliance best practice.
• Monitor complaints oversight activities to ensure ongoing alignment with the end-to-end regulatory framework.
• Lead and support risk reporting and operational forums across the division.

What You’ll Bring:

• Solid experience in Line 1 risk, governance, or compliance within a large or regulated organisation – ideally tied to customer operations or complaints.
• Strong analytical skills and sound judgement in assessing control effectiveness and designing uplift actions.
• Confidence in delivering insights, preparing governance reports, and engaging with senior stakeholders.
• Proven ability to manage competing priorities, work independently, and contribute to a team-driven culture.
• A proactive, solutions-focused mindset with the ability to navigate ambiguity and drive continuous improvement.
• Strong communication skills, with a collaborative approach and commitment to cross-functional delivery.
• A growth mindset – you're open to learning, feedback, and supporting the development of others.

Ready to Make an Impact?

This is a unique opportunity to influence end-to-end complaints governance in a role that blends strategy, delivery, and stakeholder engagement. If you’re passionate about driving real change in the way organisations manage risk and support their customers, we’d love to hear from you.

Apply now or contact Jack Green for a confidential chat - [email protected] | 0472 707 645

Please note: applicants must have full and unrestricted working rights in Australia.