Risk & Compliance Assurance Manager

The Risk & Compliance Assurance Manager is responsible for leading the implementation, embedment and ongoing governance of operational risk and compliance assurance frameworks across Customer Care. The role oversees adherence to business processes, controls and customer obligations, identifies risks and improvement opportunities, and supports leaders to strengthen outcomes for customers and the business.

Key assurance focus areas include customer and operational processes across responsible selling, vulnerable customer handling, complaint handling, privacy, credits, and managing the second-line audit program.

In addition to leading a team of assurance analysts, the role provides functional leadership by partnering with offshore contact centre operational compliance teams to ensure adherence to TPG Telecom assurance requirements. The role works closely with stakeholders across Customer Care and TPG Telecom’s governance, risk and audit community, to influence and align outcomes.

Assurance framework governance

Design, implement and maintain Customer Care and contact centre operational risk and compliance assurance frameworks for TPG Telecom brands

Ensure key compliance, risk and control standards are understood and adhered to

Embed frameworks to monitor adherence to key business processes and external obligations

Establish and maintain assurance methodologies, standards, and governance to support consistent, risk-based and evidence-based assessment of compliance and control effectiveness

Proactively monitor and assess operational impact of industry regulatory updates and organisational compliance and risk priorities

Govern over outsourced contact centre risk assurance and compliance teams, including sampling standards, calibration, reporting and second-line audits

Support risk owners to understand obligations and maintain effective risk management, including active use of current GRC tools (such as ReadiNow)

Develop and maintain a risk-based assurance plan aligned to internal and external obligations

Develop and implement annual and quarterly programs of assurance priorities and reviews Oversight, monitoring and insight

Monitor and report on compliance and assurance results to ensure trends, performance, root causes, control gaps and improvement opportunities are identified and addressed

Oversight of functional risk registers, including emerging risks, controls, mitigation and treatment actions, ownership, review cadence and escalation

Track and monitor committed actions from functional risk and compliance reviews through to completion

Lead and facilitate regular forums, workshops and working groups with business stakeholders

Coordinate and collate insights, information or evidence required for regulatory reporting or other audits

Provide governance and oversight of the Care Discretionary Credit framework and budget Leadership and influence

Lead, develop and mentor your team to maximise engagement and performance, build capability and foster a culture of customer focus, curiosity and strong accountabilities

Embed a continuous improvement culture by striving for best practice methodologies, a risk-centred approach, a customer experience mindset and high transparency of results.

Act as a thought leader within the function and within the organisation, driving and influencing strategic programs of work to support assurance uplift and focus on emerging risks

Work with and influence stakeholders to implement assurance awareness activities

Provide independent subject matter expertise, advice and recommendations to improve compliance and reduce customer or business risk

Ability to translate compliance requirements into practical measurements, controls and scorecards

Ability to understand and articulate the fundamental aspects of legislative, regulatory and risk obligations that apply to customer-facing and operational teams

Ability to communicate with clarity, with high impact and influence through engaging verbal and written communication including reporting for stakeholders of all levels

Strong relationship management and stakeholder engagement skills, including experience working with senior management, specialist functions and outsourced partners

Strong people leadership and management skills, make informed decisions, work in a constructive and collaborative way, and balance people, customer and business priorities

A strong thought leader, with the ability to manage change, and influence and embed risk and compliance culture within an operations environment

A natural attention to detail with strong analytical judgement, problem-solving skills and the ability to identify patterns across complex information

Highly efficient with demonstrated ability to prioritise, plan and meet deliverable deadlines

Strong understanding of risk management, control design, compliance monitoring and assurance methods, including scoping, sampling, calibration, control mapping and evidence assessment

Minimum two years’ leadership experience

Experience in a similar process compliance, risk, internal audit, quality assurance or operational governance role within a complex service organisation

Experience using reporting and analytics to improve assurance visibility and efficiency

Experience in Telecommunications or another highly regulated service sector is highly desirable

Knowledge of ACMA and and Telecommunications Consumer Protections Code regulations

Relevant tertiary qualification or professional certification in governance, risk, compliance, audit, law or business is desirable

Flexible hybrid way of working (from home and office)

‘Stay Connected Mobile’ – Access to a free mobile plan

‘Stay Connected NBN’ – Access to a free, high‑speed NBN plan (up to 500 Mbps)

‘Your Leave’ - additional leave to be used whenever you like - every year

Access to TPG Learning Hub platform and internal development opportunities

Access to Corporate Partner Discounts

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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