Job Description

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:

  • 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 compe...

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