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.

We're looking for an experienced governance and risk leader to drive the oversight, assurance and continuous improvement of complaints management across our Complaints & Enhanced Care portfolio. In this senior leadership role, you'll help ensure fair customer outcomes, strong regulatory compliance and effective governance practices while influencing decision-making at the highest levels of the organisation.

We are open to applications from both Melbourne and Sydney.

What You'll Do

As Director, Governance - Complaints & Enhanced Care, you will establish and evolve governance frameworks, oversee risk and assurance activities, drive regulatory readiness and provide executive-level insights on complaint trends, customer impacts and systemic issues. You'll work closely with operational leaders, Legal, Risk, Compliance and Regulatory Affairs to ensure governance practices are robust, transparent and future-focused.

You will:

• Lead and evolve governance frameworks, policies, controls and assurance processes across the Complaints & Enhanced Care portfolio.
• Drive governance forums and executive discussions, ensuring clear decision-making, accountability and timely action.
• Oversee risk profiles, assurance activities and remediation programs to address control gaps and emerging risks.
• Identify systemic issues and emerging customer trends, leading root-cause analysis and sustainable improvements.
• Lead responses to regulatory change, audits, reviews and assurance activities.
• Prepare executive and Board-level reporting, providing clear insights and recommendations to support strategic decisions.
• Champion initiatives that improve customer outcomes, strengthen controls and enhance complaint resolution performance.

What You'll Bring

You'll be a strategic and influential leader with significant experience in governance, risk, compliance, assurance, regulatory affairs or complaints management within a complex organisation. You'll bring strong stakeholder management skills, a proactive approach to problem-solving and the ability to navigate complex regulatory and operational environments.

You'll also bring:

• Experience designing and operating governance and assurance frameworks.
• Strong risk management and regulatory compliance expertise.
• Experience influencing senior executives and preparing Board-level reporting.
• Exceptional communication, analytical and stakeholder engagement skills.
• A passion for delivering fair outcomes for customers, including vulnerable customers.

Experience within a regulated industry such as telecommunications, financial services or utilities will be highly regarded.

What's in it for you?

• 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.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• 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.

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. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

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