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Head of Systemic Issues

Head of Systemic Issues

Req ID:  41206
Department:  AR Customer Resolution Breach Reporting
Division:  Australia Retail
Location:  Melbourne

About the role


At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving our customers’ financial wellbeing so they can achieve incredible things – be it buying their home, building a business or saving for things big or small. 


The role leads a team responsible for ANZ’s identification, reporting and monitoring of systemic issues identified through complaints and events data. The role ensures ANZ’s Systemic Issues practices comply with regulatory obligations and drives cross-divisional collaboration to investigate and resolve systemic issues.


This role is accountable for:

  • Leading a proactive and effective Systemic Issues program that increases the likelihood of early identification and rectification of issues to minimise customer detriment and contain remediation costs;
  • Ensuring ANZ’s Systemic Issues practices comply with regulatory obligations and its processes and systems are well governed
  • Co-ordinating the investigation and response to possible systemic issues identified by AFCA and engaging with AFCA as required;
  • Effectively engaging with internal stakeholders, including business, risk, legal and remediation and facilitating cross-divisional collaboration to investigate and resolve systemic issues


  • Reporting, and where appropriate presenting to relevant internal forums and Committees; such as Board, OREC, AR&AC Risk Management Committees, CR&R RMF, Complaints Governance Forum and Customer Outcome Forum;
  • Engaging with and presenting to ASIC where required, including on identification, management and outcome of systemic issues
  • Assisting in the development of EMBR processes to ensure alignment and consistency with systemic issues processes and data capture;
  • Working with the EMBR team and AR & AC portfolio stakeholders to develop and embed processes for the identification and management of issues and insights from events and breach data.

Role Location: 833 Collins Street, Docklands VIC 3008  

Role Type: Permanent, Full-Time. This role may provide flexibility and can be further discussed with the Business. 

What will you bring?

To grow and be successful in the role, you will ideally bring the following: 


  • Strong working knowledge of the legal and regulatory framework within which ANZ operates (including financial products and services, ASIC breach reporting services and risk management), or the ability to quickly acquire it
  • Senior manager level acumen with proven experience leading in a complex and dynamic environment;
  • Exceptional communication, drafting and problem-solving skills, with proven ability to use insights to influence key decisions;
  • Ability to partner effectively with internal and external senior stakeholders, influence across teams and drive cross-divisional collaboration;
  • Leadership style that is known for strong employee engagement in a challenging environment.
  • Legal qualifications and experience are needed for the role. 


You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you. 

So, why join us?

This is an exciting time to be a leader within one of Australia's biggest banks as we take advantage of the rapid change and disruption of traditional banking business models. 


ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. If you are a candidate with a disability, let us know how we can provide you with additional support. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics. We work flexibly at ANZ. Talk to us about how this role can be flexible for you. 


To find out more about working at ANZ or to view other opportunities visit You may apply for this role by visiting ANZ Careers and searching for reference number 41206.

Job Posting End Date

06/06/2023image, 11.59pm, (Melbourne Australia)

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