Senior Associate, Governance and Risk Analyst, Consumer Banking Group

We are seeking a proactive and detail-oriented professional to support business assurance, operational governance, and business management activities across our Financial Planning, Investments, and Insurance businesses.

This role will be responsible for coordinating live verification activities following technology deployments, managing customer-impact issues, and providing governance support across the FInancial Planning, Investments and Insurance unit. 

This is an excellent opportunity for an individual seeking broad exposure across business operations, technology change, governance within a fast-paced environmet

Key Responsibilities

Customer Issue Management

• Investigate production issues impacting customer information displayed through digital channels and customer-facing touchpoints.
• Analyse discrepancies between customer-facing information and internal source systems or databases.
• Assess customer and business impact arising from data inconsistencies.
• Coordinate investigation and resolution activities with Business, Operations, Technology, and Regional Platform teams.
• Validate that data corrections have been accurately implemented across customer channels and internal systems.
• Monitor recurring data issues and recommend process, control, or system improvements to enhance data quality and consistency.
• Maintain clear documentation of issue investigations, findings, remediation actions, and closure outcomes.

Governance & Risk

• Identify opportunities to simplify operational processes and strengthen controls.
• Support implementation of process improvements arising from incidents, customer feedback, audits, or risk reviews.
• Contribute to initiatives that improve operational efficiency, customer experience, and governance effectiveness.

Live Verification & Production Assurance

• Coordinate and oversee business live verification activities following system releases, enhancements, and production deployments.
• Ensure impacted business processes, customer journeys, reports, interfaces, and operational controls are appropriately validated in production.
• Work with business stakeholders to obtain verification results, evidence, and sign-offs.
• Track and escalate issues identified during verification activities and coordinate timely resolution.
• Support post-implementation reviews and lessons learned exercises.
• Maintain verification records and supporting documentation for governance and audit purposes.

Requirements

Experience

• 6+ years of experience in Business Management, COO Office, Business Operations, PMO, Governance, Operational Support, Process Improvement, or related functions.
• Experience within Financial Services, Wealth Management, Insurance, Banking, or Investments preferred.
• Experience supporting technology-enabled business changes and production releases.
• Exposure to incident management, governance reporting, and stakeholder coordination.

Skills & Competencies

• Business Assurance & Governance
• Production Verification & Validation
• Incident Investigation & Problem Solving
• Data Analysis & Issue Resolution
• Business Management & Reporting
• Stakeholder Management
• Strong Communication & Presentation Skills
• Attention to Detail and Organisational Skills
• Proficiency in PowerPoint, Excel, and management reporting tools

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