Risk and Governance, Collections and Hardship Consultant

Risk and Governance, Collections and Hardship Consultant Apply for the Risk and Governance, Collections and Hardship Consultant role at Optus . Optus is an Australian telecommunications company, delivering over 11 million services to our customers every day across mobile, broadband and digital solutions. The Risk and Governance, Collections and Hardship Consultant manages 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 while driving accountability across the organisation. Strong stakeholder management and the ability to work under tight deadlines are required. 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. The role 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 optimise the end‑to‑end process control framework for risk prevention and compliance. Prepare working group documentation and reports for senior and executive leadership. Develop Business Impact Assessments and continuity plans, author and 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 a 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. Benefits and Perks Competitive remuneration and employee discounts, including $80 monthly credit and 25% off Optus products and exclusive partner discounts. Flexible working arrangements with the possibility of working three days in the office and two days remote or home. A vibrant and collaborative campus that offers cafes, convenience store, chill‑out zones, GP, post office, gym and an on‑site childcare centre. Competitive leave policies, including additional ‘Connected’ days. Inclusive, carer‑neutral paid Parental Leave of up to 16 weeks. Opportunities for development and future‑ready skills with Optus U’s industry‑focused micro‑credentials. Meaningful connections through employee‑led networks and diversity initiatives. Wellbeing support with free access to counselling and support services 24/7. At Optus, we value diversity and say yes to embracing individual differences. We are committed to ensuring 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 LGBTQIA+, veterans, Aboriginal and/or Torres Strait Islander people. If you require any adjustments or accessibility support, please email or call 1800 309 170. We will follow up with your preferred method within 48 hours. For more information on Diversity, Inclusion & Belonging at Optus, please visit #J-18808-Ljbffr