About The Role
Senior Manager – Vulnerable Customers leads the delivery of the organisation's Vulnerable Customers Action Plan, driving the work required to identify, assess and document systemic risk drivers affecting customers experiencing vulnerability. This is a specialist role that provides a defensible, evidence‐based view of BOQ's current approach to vulnerable customers, including detailed root cause analysis, assessment of control effectiveness and identification of material gaps against regulatory expectations under the Banking Code of Practice.
Initially scoped for 6 months with the potential to extend up to 12 months, this role will contribute toward building a sustainable framework that oversees, manages and monitors customers experiencing vulnerability.
Operating as a Line 1 specialist, you will work closely with Line 1 businesses, Risk, Compliance, CAO and Transformation teams to build a robust environment that acts as a centre of excellence. Your work will focus on identifying systemic risk drivers arising from vulnerability‐related breaches and incidents, assessing the design effectiveness of controls, and providing a clear, risk‐based assessment of BOQ's alignment to BCOP obligations. You will also identify gaps in accountability, governance and operating model structures, ensuring the organisation has a clear understanding of where uplift is required.
A key part of the role involves leading the analysis of BCCC reported vulnerability breaches to uncover systemic root causes, thematic risk drivers and control weaknesses. You will produce formal root cause analysis artefacts that outline risk themes, corrective actions, residual risk assessments and lessons learned. Your work will extend across products, customer journeys, channels and transformation initiatives, ensuring a comprehensive understanding of risk exposure and customer impact.
You will also contribute toward the development of a risk‐informed traceability matrix that maps BCOP obligations to controls, ensuring regulatory expectations are clearly linked to operational reality. Collaboration is essential, and you will engage closely with Line 1 and Compliance stakeholders to validate findings, ensure accuracy and maintain alignment across the program. Ultimately, you will document clear, evidence‐based risk recommendations and assist with the execution of work.
About You
You are an experienced risk professional with a strong grounding in non‐financial risk management frameworks and a deep understanding of the obligations and expectations set out under the Banking Code of Practice for customers experiencing vulnerability. Your background includes hands‐on experience in operational risk, conduct risk or customer remediation, supported by a solid understanding of banking products, processes and service models.
This technical foundation enables you to navigate complex issues with confidence and provide clear, defensible risk insights.
You bring advanced capability in root cause analysis and risk assessment, with the ability to produce high quality written risk documentation that stands up to scrutiny. You are skilled at challenging constructively, influencing senior stakeholders and applying evidence‐based judgement with a high level of attention to detail. With strong experience in senior risk roles—ideally within financial services—you have a proven track record working on regulatory issues, breaches or remediation programs where accuracy, integrity and disciplined execution are essential.
About Us
BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.
Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That's creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.
BOQ Group's inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.
Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).
In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
Our perks
At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.
Benefits
* Flexible working arrangement - Balance your work and personal life with ease.
* Discounted financial products - Enjoy exclusive rates on our financial services across the Group.
* Salary sacrificing options - Maximise your take‐home pay with our salary packaging options.
* Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.
* Purchase additional annual leave - Need more time off? You can buy extra leave days.
* Discounted private health insurance plan - Take care of your health with our special rates.
* Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family
* Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.
* Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.
We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community!
How To Apply
To apply for this role, follow the links.
BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.
We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.
If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti‐Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.
Please no agency applications.
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