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

As Senior Manager - Compliance & Investigations, you will have the opportunity to lead the investigations capability in our Quality Assurance function. You will conduct structured investigations following incidents and breaches and independently initiate controls reviews based on risk profiles. You will ensure our contact centre operations adhere carefully to the Optus Risk Management Framework and work closely with relevant team members to address any gaps. 

What You’ll Do | Your day to day will consist of 

• Leading end-to-end investigations into contact centre-related risks, breaches, and critical issues, including evidence gathering, data analysis, root cause assessment, and impact evaluation. 

• Initiating forward-looking, thematic controls reviews based on risk profiles and emerging signals, ensuring timely identification of potential issues. 

• Preparing clear investigation findings and suggestions for business owners and senior leadership. 

• Detailing all investigations and reviews to an evidentiary standard in compliance with governance and regulatory requirements. 

• Identifying and detailing control gaps within contact centre processes, driving timely remediation and closure. 

• Maintaining a clear and current view of open risks and treatment statuses, providing regular reporting to the Director and senior leadership team. 

• Building positive relationships and working closely with contact centre leadership and cross-functional partners, including Business Risk, Privacy, Legal, Regulatory, Fraud Risk Management, and more. 

• Acting as the primary coordination point for regulatory compliance obligations impacting contact centres, ensuring documentation is accurate, complete, and submitted on time. 

• Supporting process and business owners in coordinating customer communication, remediation, and compensation as required for identified incidents. 

What You Bring | What makes you perfect for the role? 

• 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. 

The good stuff…. | What’s in it for you? 

• Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding 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. 

• Build meaningful connections through colleague-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 [email protected] or call 1800 309 170.  

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