Risk and Governance, Collections and Hardship Consultant

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

The Risk and Governance, Collections and Hardship Consultant is responsible for managing the risk lifecycle within Billing & Credit, including assessing, prioritising, and reporting risks using the Optus risk matrix. The role involves maintaining the Risk Register, preparing reports for senior leadership, leading risk workshops, and ensuring accurate risk representation whilst driving accountability across the organisation. The role also requires strong stakeholder management and the ability to work under tight deadlines.

Additionally, the position acts as custodian of policies and compliance standards for Collections and Recoveries, focusing on governance measures to prevent risks and reduce incidents through strong process controls. It requires collaboration with Governance and Compliance teams to ensure regulatory, legal, privacy, and fraud obligations are met.

What you’ll be doing

• Lead Collections and Hardship risk activities from evaluation through resolution, ensuring accurate stakeholder engagement and supporting documentation.
• Reduce risks within Collections and Recoveries through strong SOPs, controls, and annual audits of policies and standards.
• Act as Billing & Credit lead with legal, privacy, regulatory, IT, compliance, and fraud teams to manage risks in line with Optus obligations.
• Monitor, track, and optimize the end-to-end process control framework for risk prevention and compliance.
• Handle working group documentation and prepare reports for senior and executive leadership teams.
• Develop Business Impact Assessments and continuity plans and author/update policies to ensure compliance and capture gaps in the Risk Register.

What makes you perfect for the role?

• 5+ years in Risk Management or Governance, with strong understanding of Payments, Credit, Fraud, Collections, and relevant industry codes and regulations.
• Excellent interpersonal and written communication skills, capable of engaging stakeholders at all levels and producing policy-standard documentation.
• Proficient in requirements elicitation, analysis, documentation, stakeholder management, and reconciling financial impacts to actuals.
• Strong ability to maintain accurate data sources, manage documentation, and ensure compliance through clear governance processes.
• Skilled in MS Project, MS Visio, and advanced MS Excel for data analysis and reporting.

Optus is a place where we let you do you. We offer a range of benefits including:

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique 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.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-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.

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 AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

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