About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

As the Senior Assurance Manager, you will play a pivotal role in providing 1st line risk management support to the Customer Engagement Hub (CEH) within Personal Channels. Acting as the primary risk and assurance contact for the CEH leadership teams you will serve as a trusted advisor—ensuring the business operates safely, meets its regulatory and compliance obligations, and delivers outcomes within risk appetite. A core component of this role is leading the change risk assessment activities for the Customer Contact Hub and the Enterprise Contact Centre (ECC).  ECC is transforming the Group’s Contact Centre into a cloud native, AI enabled operating model that delivers smart, seamless, and personalised customer experiences across all channels. You will also collaborate closely with Assurance Partners across the Group to ensure effective engagement and alignment on key risk matters.

Role Type: 12M Secondment/Fixed-Term Contract
Role Location: Melbourne, Sydney or Brisbane
Work Hours: Full-Time

What will your day look like?

• Execute a risk-based assurance plan covering key Personal Channel processes, controls and customer journeys.
• Lead assurance reviews across Personal Channels.
• Assess the design and effectiveness of controls and identify control gaps, emerging risks and improvement opportunities.
• Ensure assurance activities are completed to agreed quality standards and within required timeframes.
• Produce clear, evidence-based findings and practical recommendations.
• Provide independent challenge to the effectiveness of risk management practices and control environments.
• Identify thematic issues, root causes and systemic risks impacting Personal Channels.
• Monitor management actions and ensure issues are remediated effectively.
• Support uplift activities to strengthen operational resilience, conduct, compliance and customer outcomes.
• Prepare high-quality assurance reports, management summaries and executive insights.
• Provide reporting on assurance outcomes, themes, issue trends and remediation progress.
• Support governance forums through insights, risk assessments and assurance updates.
• Maintain compliance with assurance standards, methodologies and quality requirements.

What will you bring?

• Knowledge of APRA, ASIC and consumer protection regulatory requirements (desirable)
• Ability to analyse complex information and identify key risks and themes.
• Strong root cause analysis and problem-solving capability.
• Experience using data to support assurance conclusions and recommendations.
• Relevant experience providing operational risk, compliance and assurance expertise
• Experience working in a highly regulated, closely oversighted business and developing and managing excellent stakeholder relationships
• High level of comfort working with ambiguity and being able to make sense of complex issues and define a way forward

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 121234 .
 

Job Posting End Date

20/08/2026, 11.59pm, (Melbourne Australia)