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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer remediation programs and regulatory change initiatives, with a strong focus on governance frameworks and stakeholder engagement. Proven ability to assess customer impacts and drive continuous improvement while ensuring compliance with regulatory requirements.
Highest-signal resume keywords
Customer Remediation ProgramsRegulatory Change InitiativesGovernance FrameworksAnalytical CapabilityStakeholder Engagement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Remediation MethodologiesRegulatory RequirementsData InterpretationProblem-SolvingDecision-Making
Soft Skills
CommunicationInfluencingConstructive ChallengeAccountabilityCustomer-First Mindset
Industry Keywords
Risk ManagementComplianceOperational ImprovementContinuous ImprovementCustomer Outcomes
About the role
Key responsibilities & impact- Lead the end-to-end delivery of customer remediation programs across BOQ Group
- Guide remediation initiatives from identification and assessment through customer payments, regulatory closure and embedding lessons learned
- Partner with Risk, Compliance, Legal, Operations, Technology, Data & Analytics and Product teams
- Design and deliver remediation solutions that meet regulatory expectations and put customers first
- Assess customer impacts and develop remediation strategies
- Oversee governance and reporting
- Ensure programs are delivered efficiently, accurately and sustainably
- Influence business decisions and drive continuous improvement
- Strengthen BOQ's remediation capability, frameworks and customer outcomes
Requirements
What you’ll need- Experience leading customer remediation programs, regulatory change initiatives, risk, compliance or operational improvement activities
- Strong knowledge of remediation methodologies, governance frameworks and regulatory requirements
- Proven ability to work across diverse stakeholder groups and influence outcomes in complex environments
- Excellent problem-solving, communication and decision-making skills
- Strong analytical capability with experience assessing customer impacts and interpreting data
- Customer-first mindset with commitment to fairness, quality outcomes and continuous improvement
- Ability to lead through influence, challenge constructively and drive accountability across teams
- Background screening as a condition of employment, including possible identity, reference, criminal background, immigration, academic qualification and bankruptcy checks
- Must not submit through an agency
Benefits
Comp & perks- Flexible working arrangement
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum requirements
- Purchase additional annual leave
- Discounted private health insurance plan
- Employee Assistance Program (EAP) for employees and their families
- Access to employee network groups, including First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups
- Pride in Diversity membership
- Inclusive workplace supporting diversity and reasonable adjustments