Job Description
About the Role
The Manager – Vulnerable Customers plays a central role in delivering the organisation’s Vulnerable Customers Action Plan. Working closely with the Senior Manager – Vulnerable Customer, this position also exists to ensure that all deliverables are well governed, coordinated and regulator ready.
As a 6-month contract with the potential to extend to 12 months, it offers an opportunity to step into a fast-paced environment where disciplined execution and strong integration across teams are essential.
In this role, you will partner with the Senior Manager – Vulnerable Customers to sequence and coordinate activities, validate scope and assumptions, and ensure alignment across risk, compliance and delivery artefacts. You will support key discovery work including breach investigations, regulatory traceability reviews and process and control gap analysis. A critical part of the role involves translating complex risk insights into clear, structured outputs such as executive summaries, thematic findings and recommendations that inform future remediation and mobilisation.
You will also play a significant role in project managing, helping to manage Steering Committees, SME working groups and escalation pathways. This includes coordinating engagement across Risk, Compliance Advisory, CAO, Product, Operations and Transformation, while managing dependencies such as SME availability, transformation alignment and data or system constraints. Ensuring that all discovery outputs meet regulatory, audit and assurance expectations is a core responsibility, as is maintaining a clear line of sight between risk findings, delivery outcomes and executive level reporting.
The role requires strong executive engagement, as you will provide regular updates on progress, emerging risks and key themes arising from discovery activities. You will contribute to materials for senior leadership forums, regulatory engagement and planning for Phase 2 execution and funding. Acting as a central coordination point for Compliance Advisory and CAO, you will help ensure that insights, risks and operational considerations are integrated into a cohesive and well governed program of work.
About You
You bring a strong foundation in regulatory compliance and conduct risk obligations, with a solid understanding of the expectations set out under the Banking Code of Practice for customers experiencing vulnerability.
Your background includes hands on experience in regulatory remediation, issue management or broader risk uplift programs, supported by a strong grasp of governance, assurance and control frameworks. This technical grounding enables you to navigate regulator sensitive environments with confidence and clarity.
You excel in complex, fast moving settings where coordination, structure and disciplined execution are essential. You’re able to translate detailed risk analysis into clear, delivery ready outputs that support decision making at senior levels. Your communication style is polished and executive ready, and you’re comfortable preparing structured reporting that distils themes, risks and recommendations.
With strong experience in risk, compliance or regulatory delivery roles—ideally within financial services—you are accustomed to working alongside senior risk specialists and engaging stakeholders across Line 1, Line 2 and assurance functions.
Your working style is collaborative and partnership oriented, with a strong sense of ownership and delivery discipline. You are pragmatic, structured and outcomes focused, able to operate with autonomy while making sound decisions within your remit. You’re comfortable navigating ambiguity, managing competing priorities and maintaining composure in regulator sensitive contexts.
Your capability reflects advanced knowledge of your discipline and a broad understanding of how risk and compliance functions operate, enabling you to follow established policies and procedures while driving short term objectives within your immediate team.
About us
BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.
Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.
BOQ Group’s inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.
Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).
In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
Our perks
At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.
Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:
Flexible working arrangement - Balance your work and personal life with ease.
Discounted financial products - Enjoy exclusive rates on our financial services across the Group.
Salary sacrificing options - Maximise your take-home pay with our salary packaging options.
Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.
Purchase additional annual leave - Need more time off? You can buy extra leave days.
Discounted private health insurance plan - Take care of your health with our special rates.
Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family
Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.
Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.
We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community!
How to apply
To apply for this role, follow the links.
BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.
We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.
If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.
Please no agency applications.
The Manager – Vulnerable Customers plays a central role in delivering the organisation’s Vulnerable Customers Action Plan. Working closely with the Senior Manager – Vulnerable Customer, this position also exists to ensure that all deliverables are well governed, coordinated and regulator ready.
As a 6-month contract with the potential to extend to 12 months, it offers an opportunity to step into a fast-paced environment where disciplined execution and strong integration across teams are essential.
In this role, you will partner with the Senior Manager – Vulnerable Customers to sequence and coordinate activities, validate scope and assumptions, and ensure alignment across risk, compliance and delivery artefacts. You will support key discovery work including breach investigations, regulatory traceability reviews and process and control gap analysis. A critical part of the role involves translating complex risk insights into clear, structured outputs such as executive summaries, thematic findings and recommendations that inform future remediation and mobilisation.
You will also play a significant role in project managing, helping to manage Steering Committees, SME working groups and escalation pathways. This includes coordinating engagement across Risk, Compliance Advisory, CAO, Product, Operations and Transformation, while managing dependencies such as SME availability, transformation alignment and data or system constraints. Ensuring that all discovery outputs meet regulatory, audit and assurance expectations is a core responsibility, as is maintaining a clear line of sight between risk findings, delivery outcomes and executive level reporting.
The role requires strong executive engagement, as you will provide regular updates on progress, emerging risks and key themes arising from discovery activities. You will contribute to materials for senior leadership forums, regulatory engagement and planning for Phase 2 execution and funding. Acting as a central coordination point for Compliance Advisory and CAO, you will help ensure that insights, risks and operational considerations are integrated into a cohesive and well governed program of work.
About You
You bring a strong foundation in regulatory compliance and conduct risk obligations, with a solid understanding of the expectations set out under the Banking Code of Practice for customers experiencing vulnerability.
Your background includes hands on experience in regulatory remediation, issue management or broader risk uplift programs, supported by a strong grasp of governance, assurance and control frameworks. This technical grounding enables you to navigate regulator sensitive environments with confidence and clarity.
You excel in complex, fast moving settings where coordination, structure and disciplined execution are essential. You’re able to translate detailed risk analysis into clear, delivery ready outputs that support decision making at senior levels. Your communication style is polished and executive ready, and you’re comfortable preparing structured reporting that distils themes, risks and recommendations.
With strong experience in risk, compliance or regulatory delivery roles—ideally within financial services—you are accustomed to working alongside senior risk specialists and engaging stakeholders across Line 1, Line 2 and assurance functions.
Your working style is collaborative and partnership oriented, with a strong sense of ownership and delivery discipline. You are pragmatic, structured and outcomes focused, able to operate with autonomy while making sound decisions within your remit. You’re comfortable navigating ambiguity, managing competing priorities and maintaining composure in regulator sensitive contexts.
Your capability reflects advanced knowledge of your discipline and a broad understanding of how risk and compliance functions operate, enabling you to follow established policies and procedures while driving short term objectives within your immediate team.
About us
BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.
Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.
BOQ Group’s inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.
Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).
In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
Our perks
At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.
Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:
Flexible working arrangement - Balance your work and personal life with ease.
Discounted financial products - Enjoy exclusive rates on our financial services across the Group.
Salary sacrificing options - Maximise your take-home pay with our salary packaging options.
Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.
Purchase additional annual leave - Need more time off? You can buy extra leave days.
Discounted private health insurance plan - Take care of your health with our special rates.
Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family
Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.
Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.
We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community!
How to apply
To apply for this role, follow the links.
BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.
We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.
If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.
Please no agency applications.
💡 Quick Summary
Seeking a career-building opportunity? The Manager, Vulnerable Customers position is now open for candidates interested in the Bank Jobs sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
