Ferocia Benefits Overview

Manage escalated customer complaints across chat, email, and phone; investigate root causes, provide fair and compliant resolutions, support complaint-handling guidance, and maintain accurate records. The role also contributes to process improvement and trend analysis while balancing customer needs, commercial considerations, and regulatory requirements.

Lead implementation of data governance foundations across domains, assets, critical data elements, lineage, data quality, and risk controls. Partner with data custodians, stewards, system owners, engineers, risk teams, and executives to establish governance practices, define metrics, investigate root causes, close compliance gaps, and support Collibra rollout. This is a hands-on, 12-month fixed-term role based primarily in Melbourne.

Own the strategy, roadmap, delivery, and adoption of financial crime detection, response, and reporting tools across Up and Bendigo Bank. Define requirements, prioritize features, coordinate engineering and design teams, manage dependencies and timelines, measure impact, ensure compliance, prepare staff and customers, and present to senior leadership. The role requires strong end-to-end project delivery, stakeholder communication, autonomy, and the ability to manage competing priorities in a complex financial services environment.