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Optimisation Lead - Hardship
- Posted21 February 2026
- SalaryBase + Super + Bonus
- LocationMelbourne
- Job type Permanent
- Discipline Accounting & Finance , Technology & Project Services
- ReferenceBH-17102
Job description
Client Details
Our client is strengthening its commitment to customers experiencing financial hardship and vulnerability. With increasing regulatory expectations and community standards, they are investing in a centralised, trauma-informed hardship model designed to deliver consistent, high-quality case management support. This newly created role will play a pivotal role in maturing governance, policy, operational capability and customer outcomes as part of the broader roadmap. Reporting to the Director, Hardship, you will be accountable for delivering a material uplift in capability, governance and operational performance.
Key responsibilities include:
Profile To be successful:
Job Offer:
For a confidential discuss please apply within or contact Corin 0457676048.
Our client is strengthening its commitment to customers experiencing financial hardship and vulnerability. With increasing regulatory expectations and community standards, they are investing in a centralised, trauma-informed hardship model designed to deliver consistent, high-quality case management support. This newly created role will play a pivotal role in maturing governance, policy, operational capability and customer outcomes as part of the broader roadmap. Reporting to the Director, Hardship, you will be accountable for delivering a material uplift in capability, governance and operational performance.
Key responsibilities include:
- Leading the transition and optimisation of offshore roles to an onshore.
- Developing business cases and AOP initiatives aligned to hardship strategy.
- Establishing and governing best practice frameworks, quality standards and competency models.
- Strengthening enterprise-wide governance, controls, policy and annual attestation processes.
- Partnering cross-functionally (Credit Risk, Contact Centres, Marketing, Legal, Privacy, Sustainability) to address upstream drivers of hardship complaints.
- Designing insight-to-action feedback loops to lift success rates.
- Representing the organisation externally across industry forums and regulatory engagement.
Profile To be successful:
- Advanced Excel capability (non-negotiable).
- Extensive Contact Centre operations experience in a complex, regulated environment.
- Strong Accounting/Finance background (CPA or degree highly regarded).
- Experience across telecommunications, utilities or similarly regulated essential services.
- Demonstrated experience delivering operational transformation and measurable uplift.
- Strong commercial acumen and ability to build compelling business cases.
- Experience navigating corporate complexity and influencing senior stakeholders.
- Proven capability in governance, risk and regulatory alignment.
Job Offer:
- Newly created strategic leadership role with enterprise-wide visibility.
- Opportunity to architect and embed best-practice Hardship frameworks.
- High-impact position influencing customer outcomes and regulatory standing.
- Long-term career growth within a complex, national organisation.
For a confidential discuss please apply within or contact Corin 0457676048.
