Job Description

Optus is an Australian telecommunications' company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

At Optus, we're on a significant transformation journey and governance sits right at the heart of it. In this high-impact, senior leadership role within Customer First Commitment program , you will develop how we build, operate, and mature our enterprise Compliance risk and governance framework. This is a critical moment for our business. As our Associate Director, Program Assurance & Governance, you'll take ownership of end-to-end program assurance across three critical checkpoints: Develop Efficiency, Operational Effectiveness, and Sustainability. You'll be the driving force behind our key governance forums and play a pivotal role in how we report and respond to our non-financial risk obligations.

This role suits someone who thrives in complexity, commands a room of senior leaders, and brings outstanding attention within their subject area to record-keeping, accountability, and regulatory alignment.

What you'll do

• Owning the development, implementation, and continuous improvement of the Complaints Governance Forum and Frontline Sales Governance Forums (retail and contact center)
• Acting as senior secretariat setting the agenda, facilitating discussions, detailing outcomes, and maintaining a clear audit trail of decisions and actions
• Driving non-financial risk reporting uplift across complaints, customer risk, sales conduct, and vulnerability themes
• Ensuring all governance activity is aligned to the requirements of the enforceable undertaking, forming part of the core assurance narrative for regulatory commitments
• Partnering with senior leaders, Legal, Compliance, and Line 1 & 2 Risk functions to embed repeatable, resilient governance practices
• Supporting delivery streams in producing high-quality, audit-ready assurance artefacts
• Leading and developing a Senior Manager – Governance

What makes you perfect for the role?

• Proven experience in senior risk, governance, or compliance roles within regulated industries; telco, banking, insurance, or financial services
• Demonstrated capability in establishing and leading audit-worthy governance forums, ideally within regulatory response programs or enforceable undertakings
• Deep understanding of non-financial risk fields including complaints management, sales behavior, and customer vulnerability
• A track record of influencing and advising executive-level collaborators to deliver structured governance outcomes
• Outstanding written and verbal communication skills; you bring clarity, precision, and confidence to every room
• Fastidious attention to detail and a genuine dedication to record-keeping perfection

The good stuff...

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.