Welcome to This Australian Life. 

From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence, and retaining great talent.

We're always looking for people who want to go further with us. People who do what’s right, aim high, and work smart.  Why not see where we can go?

The Head of Risk, Corrective Action will play a crucial role in the design and oversight of customer remediation practices across TAL and be responsible for the maintenance of TAL’s Customer Remediation Framework.

You will facilitate discussions across business units within TAL for continuous and shared learnings, use your deep knowledge of operational risk, compliance and customer remediation to provide advice to Business Units executing remediation, support Executives in the approval of key decisions such as look back period, beneficial assumptions, remediation approach/methodology and provide insights and reporting to the Board and Executive Team.

Reporting to the General Manager, Risk, this is a senior role requiring deep subject matter expertise and people leadership. You will manage key internal and external relationships and must have the ability to engage and influence senior stakeholders.

In this role you will:

• Design and implement remediation guidance and reporting documentation.
• Deliver well considered and pragmatic customer remediation advice to business units.
• Continuously embed and maintain TAL’s Customer Remediation Framework including Policy, Standard and supporting documentation maintenance and ensure customer remediation forums are designed and operating effectively.
• Support the efficient and effective execution of customer remediation in line with Policy and Standard requirements.
• Ensure appropriate Line 2 risk oversight and challenge across TAL Customer Remediation Activity.
• Manage relationships with business stakeholders to understand business requirements, concerns and develop appropriate solutions, to deliver a better service to the business and enhance operational efficiency.
• Ensure appropriate reporting is generated and tabled as appropriate with a key focus on leveraging data to provide insights that drive action and influence decision making.
• Support the business in the development of customer remediation approaches to ensure fair and timely customer outcomes.
• Design and implement customer remediation training.
• Oversee the TAL customer remediation portfolio.

To be successful in this role, you will need the following knowledge, skills and experience:

• Relevant academic qualifications
• Experience in financial services, with specific experience in customer remediation, operational risk oversight, incident management, governance and compliance.
• Proven experience in building and leading high performing teams comprising senior Risk professionals
• A thorough and broad understanding of the business, life insurance industry and products.
• Good working knowledge of professional standards and codes
• Ability to communicate and influence at senior management level
• Computer literacy and a good knowledge of relevant software
• Ability to assimilate complex risk analytics into understandable, written analyses
• Excellent written, verbal and presentation skills in order to influence and articulate technical issues associated to work area
• Ability to manage, lead, influence and negotiate with multiple stakeholders
• Strong internal and external customer service focus.

As part of the recruitment process, there are a number of checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

At TAL we value diversity in all its forms and are committed to fostering an inclusive and equitable culture for all our people. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those with caring responsibilities, people living with disability, and individuals from the CALD and LGBTQI+ communities to apply. Even if you don’t check every box in the criteria above, we encourage you to apply today or get in touch with us here. 

To provide you with the best experience, we can accommodate you at any stage of the recruitment process. Simply inform our Recruitment team at any time.

TAL is recognised by the Workplace Gender Equality Agency as an Employer of Choice.  We are proud to be a member of Diversity Council Australia and the Australian Network on Disability. For information on our reconciliation journey, take a look at our Innovate Reconciliation Action Plan.

We acknowledge the Traditional Custodians of the Land in which our Head Office is based, the land of the Gadigal people of the Eora Nation, and recognise their deep connections to the land, sea, and culture. We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging.

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Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.