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About the Role

Lead the investigations capability within the Quality Assurance function, conducting structured investigations following incidents and breaches, and independently initiating controls reviews based on risk profiles. Ensure contact centre operations adhere to the Optus Risk Management Framework and address any identified gaps.

Responsibilities

• Lead end-to-end investigations into contact centre-related risks, breaches, and critical issues, including evidence gathering, data analysis, root cause assessment, and impact evaluation.
• Initiate forward-looking, thematic controls reviews based on risk profiles and emerging signals.
• Prepare clear investigation findings and suggestions for business owners and senior leadership.
• Detail all investigations and reviews to an evidentiary standard in compliance with governance and regulatory requirements.
• Identify and detail control gaps within contact centre processes, driving timely remediation and closure.
• Maintain a clear and current view of open risks and treatment statuses, providing regular reporting to the Director and senior leadership team.
• Build positive relationships and work closely with contact centre leadership and cross-functional partners.
• Act as the primary coordination point for regulatory compliance obligations impacting contact centres.
• Support process and business owners in coordinating customer communication, remediation, and compensation as required for identified incidents.

Requirements

• A minimum of 3+ years of experience in investigations, controls assurance, compliance risk, or an equivalent field within a complex, regulated environment.
• Established background in managing full-cycle investigations, encompassing evidence collection, root cause examination, and supervision of corrective actions.
• Proven ability to engage and influence senior leaders and cross-functional stakeholders to achieve governance outcomes.
• Core understanding of Risk & Control management principles and methodology applicable to the telecommunications industry.
• Excellent written and verbal communication skills, including formal reporting for executive, risk, and regulatory audiences.
• Proactive, independently motivated with a high standard of evidential rigor and the ability to produce documentation that withstands regulatory scrutiny.
• Resilient, ethical, and consistent under pressure with strong problem-solving capabilities.

Location

• Australia

Work Type

• Hybrid

Experience Level

• Senior Manager

Benefits

• Competitive remuneration
• $80 monthly credit
• 25% off Optus products
• Outstanding shopping discounts with retail partners
• Flexible working arrangements
• Vibrant and collaborative office campus with amenities
• Competitive leave policies
• Additional 'Connected' days
• Up to 16 weeks paid Parental Leave
• Colleague-led networks and diversity initiatives
• Free access to counselling and support services, 24/7
• Free Optus bus from Macquarie University Metro Station

About the Company

• Optus is an Australian telecommunications company delivering more than 11 million services across mobile, broadband and digital solutions.

Equal Opportunity

• Optus values diversity and embraces individual differences.
• Committed to ensuring 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.
• 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.