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.

Customer Proposition plays a critical role in designing and delivering customer experiences, defining customer segmentation opportunities, enable propositions and lifecycle engagement, and how we effectively market and support our customers on how they bank, transact, and grow with ANZ.

About the Role

This role sits within Customer Proposition and is responsible for strengthening first‑line ownership of non‑financial risk in line with the ANZ People Accountable Customer Trust (PACT) Program.

As a Senior Manager, you will lead the management of operational risk, including event management and root cause analysis, ensuring customer and regulatory risks are identified early, understood at a systemic level, and addressed through sustainable solutions. You will embed practical risk frameworks, controls, and ways of working into how Customer Proposition teams design and deliver customer‑impacting activity.

This role requires strong analytical and critical thinking capability, with the ability to interrogate data, evidence, and processes to form clear, defensible risk insights.

The role also acts as a key interface between business operations and Assurance partners, supporting strong audit outcomes, clear risk narratives, and effective obligation management.

This is a high‑impact role requiring strong judgment, stakeholder influence, and the ability to drive meaningful change across complex, customer‑focused environments.

Role Type: Permanent
Role Location: Melbourne or Brisbane
Work Hours: 40 Hours

What will your day look like?

• Lead operational event management and root cause analysis, ensuring issues are investigated thoroughly using structured investigative and interviewing techniques.
• Planning and implementation of remedial actions to sustainably rectify identified process deficiencies to ensure root causes are addressed including tactical and systemic fixes.
• Identify and manage emerging risks, control gaps and issues, ensuring they are proactively addressed before impacting customers or delivery.
• Translate risk frameworks, policies and regulatory expectations into practical processes, controls, and ways of working that can be adopted by business teams.
• Embed People Accountable Customer Trust (PACT) aligned practices, including strong first‑line accountability for risk identification, control effectiveness, and event management
• Act as a trusted advisor to senior stakeholders, supporting risk‑informed decision making across customer‑impacting initiatives.
• Serve as the primary conduit between business operations and Assurance partners, supporting audits, reviews, attestations, and ongoing engagement
• Improve the quality and consistency of risk documentation, including the use of data, evidence, and insights to support clear, defensible risk positions
• Support uplift in risk culture, ensuring accountability is well defined and understood by business operations.
• Contribute to the ongoing maturity of risk and control practices, balancing customer outcomes, regulatory expectations, and delivery priorities.

What will you bring?

• Strong experience in non‑financial risk, operational risk or compliance, ideally within financial services
• Demonstrated analytical and critical thinking capability with the ability to lead root cause analysis and complex problem solving, including identifying systemic drivers and implementing effective remediation.
• Experience working in large, complex organisations, particularly across transformation or regulatory uplift initiatives
• Proven ability to translate frameworks and policy into practical, business‑aligned outcomes
• Strong stakeholder management and influencing skills, with the ability to challenge constructively and drive alignment on risk outcomes 
• Ability to manage competing priorities and operate effectively in ambiguous, fast‑moving environments
• Strong communication skills, with the ability to clearly articulate risk issues, impacts, and actions
• A delivery mindset, with a focus on driving outcomes and embedding sustainable change

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 117839 .
 

Job Posting End Date

29/06/2026, 11.59pm, (Melbourne Australia)